Policies, Commitments, Guarantees & Warranty

Order Management

Placing Orders

Once an order is placed, all details will be communicated via email. Any changes to the order or its status will be communicated via email. Upon shipment, customers will receive tracking details and their waybill number.

Order Processing

Orders are processed Monday to Thursday, excluding South African public holidays. Orders received after 12:00 PM are processed the following business day. Orders placed after 12:00 PM on a Thursday will be processed the following Monday.

Cancellations and Modifications

To modify or cancel an order, please contact sales@prinsandprins.com immediately. While we will do our best to assist, no changes can be made once an order has been processed or shipped.

Pre-Orders

Unavailable items are available on order.  For these orders and anticipated delivery date will be provided. This date is approximate and not be guaranteed due to third party insured courier services.

Payments & Security

Accepted Payment Methods

• American Express
• Visa
• Mastercard

Secure Transactions

All online transactions are encrypted using SSL (Secure Socket Layer) technology. Payment information is processed via a secure gateway through a vetted third party and is not stored on our servers post-purchase.

Returns & Exchanges

General Return Policy

• Items may be returned within 30 days of purchase, provided:
  • The item is in its original condition and accompanied by the original invoice and valuation document(s).
  • It has not been altered (e.g., resized or repaired by another jeweller).
• Change-of-mind returns (e.g., disliking the design the next day) are not eligible for refund.
• If a stamped metal (e.g., “18ct”) proves otherwise, a full refund is guaranteed.

Special Orders

Certain custom orders may not be eligible for return and will be subject to management approval.

Diamond & Gemstone Returns

• All returned stones must include their original laboratory grading certificate received with purchase.
• If not provided or authenticity is uncertain, a new certificate from EGL or GIA will be required at the client’s expense.

Returns on Precious Metal Jewellery

• Accepted within 3 months from purchase.
• Refund = purchase price minus VAT and credit card fees.
• Jewellery must be undamaged and unworn.
• Return courier fees and taxes are the responsibility of the client.

Exchange Policy

• Jewellery may be exchanged within 12 months for an item of equal or greater value.
• A full credit (excluding card fees) will be issued towards the new item.

Note: All exchanges and returns are offered without prejudice.

Corporate Commitments

Business Philosophy

Since 1982, Prins & Prins has earned a reputation built on trust, craftsmanship, and family values. We manage the complete process in-house—from diamond and gemstone sourcing to bespoke in-house jewellery creation.

Corporate Responsibility

• Ethical governance
• Compliance with South African laws
• Community upliftment through job creation
• Professional staff development and working environment
• Longstanding membership in the Jewellery Council of South Africa, JMASA, Cape Town Tourism, and more

Social & Environmental Ethics

Prins & Prins is committed to:

• Zero conflict diamonds – Full support of the Kimberley Process
• Green Gold movement – Ethical sourcing of gold and platinum
• Sustainable manufacturing – Safe disposal of workshop waste per Department of Health & Safety regulations
• Eco-awareness – Use of low-energy lighting, reduced emissions and recycling.  Carpooling and public transport for staff are encouraged where possible.

Industry Responsibility

We believe that mining is a privilege and should be approached with a balance between economic value and environmental conservation. We oppose mining activities that ignore human rights or conservation principles.

Guarantees

We uphold and exceed the guarantees required under the South African Consumer Protection Act (CPA):

• Jewellery can be returned within 30 days if it fails to perform as promised.
  • Jewellery is inherently decorative. It cannot be returned for reasons of personal preference unless faulty.
• If the metal stamp does not match the actual metal content (e.g., marked 18ct but not 18ct), the item is eligible for full refund.
• Items may not be returned if:
  • They were altered by another jeweller
  • They were custom orders (e.g., patterned eternity bands)
  • Items are damaged through wear

We guarantee all the characteristics as stated on the item’s accompanying documents at the time of sale. Should it be proved that the characteristics of the item(s) are different from what the accompanying documents state, or that there are manufacturing faults present in the item, Prins & Prins pledges to replace the item with one that meets, or exceeds, the items original specifications, to the South African Rand value of the items cost at the time of purchase.

Our guarantees reflect the integrity and transparency upon which Prins & Prins has built its reputation.

Warranty Policy

8.1 Scope of Our Warranty

All Prins & Prins jewellery is covered by a 6-month Limited Manufacturer’s Warranty against:

• Defects in materials (e.g., porosity in alloys)
• Craftsmanship errors (e.g., broken prongs, poor settings)
• Faulty resizing due to our error

All items are quality-checked before delivery.

8.2 Complimentary Annual Jewellery Care

For the lifetime of your item purchased from Prins & Prins (other jeweller’s items excluded), you are entitled to:

• Ultrasonic cleaning
• Prong inspection
• Professional polishing and maintenance advice

Exclusions:

• Rhodium plating:  complimentary rhodium plating is limited to one complimentary service within the first year of purchase of your Prins & Prins item
• Ring re-sizing:  one complimentary ring re-sizing within the first 3 months after purchase, thereafter normal full costs apply for your Prins & Prins item
• If a ring is adjusted or made to a finger size indicated by a client and not by one of the Jewellery Consultants of Prins & Prins, the complimentary re-zing does not apply

8.3 Warranty Exclusions

This warranty does not cover:

• Accidental damage or misuse
• Loss or theft of stones or items
• Wear and tear (scratches, discoloration, bent shanks)
• Alterations by third parties

8.4 Third-Party Alterations

The warranty becomes void if the item has been altered, resized, or repaired by any person or company other than Prins & Prins.

8.5 Manufacturing Defect vs. Wear & Tear

8.6 Warranty Claim Process

1. Contact sales@prinsandprins.com or visit our store at 66 Loop Street, Cape Town
2. Provide:
   • A copy of the original invoice
   • A clear description of the issue (images recommended)
3. Claims will be assessed within 14 business days after the item has been received for in-house assessment by management at our property in Cape Town.
4. If approved:
   • Repairs will be free of charge
   • If irreparable, a replacement or credit will be offered

8.7 Jewellery Insurance Recommendation

Our warranty does not cover loss or accidental damage. We strongly advise insuring your jewellery against:

• Theft or loss
• Accidental damage
• Natural disasters
• Travel-related incidents

Consult your household insurer or a jewellery-specific insurance provider.

8.8 Legal Compliance

Our warranty complies fully with the South African Consumer Protection Act, ensuring that goods are:

• Of good quality
• Fit for purpose
• Free from latent defects
• Accompanied by remedies for faulty workmanship

We go further by offering lifetime care, annual maintenance, and transparent return policies uncommon in the fine jewellery industry.