Policies, Guarantees & Warranty.

Last updated: August 2026

This page sets out the policies, guarantees and warranty that apply when you purchase from Prins & Prins Diamonds, 66 Loop Street, Cape Town. It complies with South African law, including the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, and POPIA, and should be read together with the terms applicable to your specific transaction. Nothing here excludes or limits any statutory right that cannot lawfully be excluded. Where any clause conflicts with mandatory South African consumer legislation, the legislation prevails.

1. Orders & Payment

Order management. Order details and any changes are confirmed by email, and tracking details follow once shipped. Orders are processed Monday to Friday, excluding public holidays. Orders received after 12:00, or after 12:00 on a Friday, are processed on the next business day.

Changes and cancellations. To amend or cancel an order, contact sales@prinsandprins.com as soon as possible. Once an order is processed or shipped, changes may not be possible.

Pre-orders. Pre-order delivery dates are estimates only, as they may be affected by third party courier services.

Payment and security. We accept American Express, Visa and Mastercard. Online transactions are protected using SSL encryption, and payment information is processed through a secure third party gateway and is not stored on our servers post purchase. Personal information is collected and processed only as needed to fulfil your order, in line with POPIA. See our Privacy Policy for detail.

2. Returns, Exchanges & Cooling Off Rights

Prins & Prins respects all applicable rights under the CPA and, where relevant, ECTA. Statutory consumer rights cannot be excluded by this policy. Where a return or exchange is permitted or accepted and return costs are applicable, all return related costs, including return shipping, courier, delivery and insurance costs, are for the client's own account, except where applicable South African law requires Prins & Prins to bear such costs.

In store purchases and change of mind

Jewellery is inherently ornamental, and personal preference is subjective. Where you have had a reasonable opportunity to inspect and select a correctly supplied, non defective item in store, there is no general statutory cooling off right merely because you later change your mind. As a matter of goodwill, we will nonetheless generally accept such returns within 30 days, in original, unaltered condition, with the original invoice and any valuation or grading documents, provided the item has not been resized, repaired or altered by anyone other than Prins & Prins.

Online and electronic transactions

For purchases made through our website, ECTA section 44 gives you the right to cancel without reason, within 7 days of receiving the goods. Notify us in writing at sales@prinsandprins.com within this period. You bear the direct cost of return, and any refund is paid within 30 days. This right does not apply to bespoke, specially manufactured, personalised or engraved jewellery under ECTA section 42(2), and is separate from, and additional to, the goodwill and statutory terms elsewhere in this policy.

Defective or non compliant goods

Where the CPA applies, statutory remedies remain available for goods that are defective, unsafe, materially misdescribed, or otherwise fail applicable quality standards. Under the CPA's six month implied warranty of quality, qualifying goods may be returned and you may, subject to the Act, choose repair, replacement or refund. If a metal stamp, for example 18ct, does not match an item's actual content, we guarantee a full refund.

Bespoke, special order and altered jewellery

Bespoke, personalised, engraved, resized, specially manufactured or otherwise altered jewellery is not ordinarily accepted for change of mind returns and may fall outside certain cooling off rights. This does not remove any statutory remedy for defects, incorrect supply, or failure to conform to agreed specifications, and any exception remains subject to management approval.

Diamonds and gemstones

A returned diamond or gemstone must include its original laboratory grading certificate. Where this is unavailable, a new certificate from the EGL or GIA is required at your expense before the return can be processed.

Voluntary exchanges

In addition to your statutory rights, we may at our discretion allow qualifying jewellery to be exchanged within 12 months for an item of equal or greater value, provided it is unworn, undamaged, unaltered, and accompanied by the original invoice and documentation. Credit toward the replacement item is based on the market related value of the returned item at the time of the authorised return or upgrade, excluding card fees, rather than the original purchase price, as diamond and precious metal values may fluctuate over time. Return courier fees and taxes remain for your account, except where applicable South African law requires otherwise.

All returns and exchanges are offered without prejudice to your rights under the CPA or ECTA.

3. Guarantees & Warranty

Our guarantees and warranty are additional to, and do not replace, your statutory consumer rights. We stand behind the material characteristics and descriptions supplied with our jewellery. Material misdescription, incorrect precious metal fineness or qualifying defects will be addressed in accordance with applicable law. A change in personal taste after an in store purchase is not, by itself, a defect or statutory ground for return.

All jewellery carries a 6 month Limited Manufacturer's Warranty covering qualifying defects in materials, craftsmanship, and resizing performed incorrectly by us. Every item is quality checked before delivery. For the lifetime of your piece, you are welcome to complimentary ultrasonic cleaning, stone tightening, prong inspection and polishing, excluding rhodium plating, plus maintenance advice.

Our voluntary warranty does not cover accidental damage, misuse, loss or theft, normal wear and tear such as scratches, discolouration or bent shanks, or issues caused or contributed to by third party alterations, resizing or repairs, which also void the warranty. These exclusions do not remove any statutory right that cannot lawfully be excluded.

To claim. Email sales@prinsandprins.com or visit 66 Loop Street, Cape Town, with your original invoice and a clear description of the issue. Photographs are recommended. We aim to complete in house assessment within 14 business days of receipt. Approved manufacturing warranty claims are repaired free of charge. Where repair is not reasonably possible, an appropriate replacement or other remedy will be considered, subject to your statutory rights.

Our warranty does not cover loss, theft or accidental damage. We recommend appropriate household or jewellery specific insurance covering loss, accidental damage, and travel related incidents.

4. Who We Are

Since 1982, Prins & Prins has built its reputation on trust, craftsmanship and family values, managing diamond and gemstone sourcing and bespoke jewellery creation in house. We are committed to ethical governance and compliance with South African law, community upliftment and staff development, conflict free diamond sourcing under the Kimberley Process, responsible sourcing of precious metals, sustainable manufacturing and workshop waste disposal, and energy efficient, environmentally responsible practices. We support responsible mining that balances economic value with conservation and human rights, and we are long standing members of the Jewellery Council of South Africa, JMASA and Cape Town Tourism.

5. Queries & Complaints

Unresolved complaints may be referred to the Consumer Goods and Services Ombud, the National Consumer Commission or, where applicable, the Jewellery Council of South Africa, for any dispute not resolved with or through Prins & Prins.

If anything in this policy is unclear, or you would like further detail on your rights, you may consult the CPA, ECTA, POPIA and other relevant legislation directly, or seek independent legal advice. This policy provides general information only and does not constitute legal advice.