Refund policy

Last updated: 21 July 2026

LM Jewellers (trading as Luxe Moissanite; referred to as "LM Jewellers," "we," "us" or "our" throughout this policy) sells fine jewellery online at luxemoissanite.co.za. This policy explains your rights and options when something isn't right, and works alongside — never instead of — your rights under the Consumer Protection Act 68 of 2008 ("the CPA").

Nothing in this policy limits, excludes or reduces any right you have under the CPA or any other South African law. Where any part of this policy conflicts with the CPA, the CPA applies.

1. The four types of product we sell

Because your rights differ depending on what you've bought, it's important to know which category your order falls into. We'll tell you which category applies before you pay.

Standard jewellery — finished pieces we hold in stock and can ship as-is, not made or altered for you specifically.

Made-to-order jewellery — a design from our existing range, made freshly for you in your chosen size, metal or stone once you order (for example, a ring style we offer resized and cast specifically for you).

Bespoke/custom jewellery — a piece designed from scratch, or substantially customised, to your own specification (for example, a one-of-a-kind engagement ring built around your brief).

Specially sourced loose diamonds — a loose diamond (or other loose stone) that we source on your behalf from a supplier such as Nivoda, specifically in response to your request, rather than from general stock.

Almost everything we sell falls into the last three categories. If a product page doesn't say "standard/in stock," treat it as made-to-order or bespoke.

2. What we mean by "change of mind"

"Change of mind" means you no longer want an item for a reason unrelated to any fault, defect, or the item not matching what was agreed — for example, you found it cheaper elsewhere, you simply changed your taste, or (for a specially sourced diamond) you decided against proceeding after seeing the stone for reasons of personal preference rather than the stone failing to match its certificate or your brief. Change of mind is different from a defect or non-conforming item — those are covered separately in Section 5, and your rights there are not affected by anything in this section.

3. When you can return an item for a change of mind

• Standard jewellery: you may return an unused item, in its original condition and packaging, within 7 days of delivery, for a refund or exchange, in line with your rights under the Electronic Communications and Transactions Act. Please contact us before sending anything back.
• Made-to-order and bespoke/custom jewellery: because these pieces are made specifically for you, change-of-mind returns are not available once production has started, in line with CPA section 55(6). Section 6 below explains what happens if you cancel before production starts.
• Specially sourced loose diamonds: change-of-mind returns work differently — see Section 4, because these stones are sourced individually for you and can't simply be put back into general stock.

4. Specially sourced loose diamonds

Sourcing a loose diamond happens in two stages, and your options are different at each stage. We'll always tell you, in writing, which stage you're at.

Stage 1 — Enquiry and sourcing (before we commit to a stone on your behalf): we search our suppliers' inventory and send you options, certificates, and imagery. At this stage nothing has been purchased, and you can change your mind about any stone, or the search altogether, at no cost.

Stage 2 — Confirmed sourcing order (after you instruct us to proceed): once you tell us, in writing, to go ahead with a specific stone, we place a binding purchase order with our supplier (e.g. Nivoda) on your instruction, and — where the stone is imported — pay the associated import VAT, customs charges and freight. This is the point that matters: from here, we've committed real, mostly non-refundable money to a specific stone because you asked us to, not because we decided to hold stock speculatively.

4.1 If you change your mind after we've committed to a stone (Stage 2)

If, after viewing a stone we've purchased for you (in person, or via video/imagery and its certificate), you decide you don't want to proceed with that particular stone for reasons unrelated to any flaw or mismatch with your brief:

• We will first offer to source an alternative stone that better matches your brief, at no additional sourcing fee, and will keep doing this until we find a stone you're happy with, or it becomes clear (in our reasonable view, discussed with you) that we can't meet your brief within a reasonable time.
• If, after a genuine attempt to find an alternative, you would still prefer a refund rather than continuing to search, we will offer one — reduced by actual, evidenced third-party costs we've genuinely incurred and can't recover, as explained in Section 4.2 below. We will also always ask our supplier whether the stone itself can be returned to them; if it can, your refund is correspondingly higher.
• If the stone doesn't match its certificate, or doesn't match the specification you agreed with us, that's not a change of mind — it's a non-conforming item, and Section 5 applies in full: you're entitled to a full refund, replacement, or repair, with no deductions.

4.2 Deductions from a change-of-mind refund on a specially sourced diamond

Where a refund is agreed under Section 4.1 for a change of mind (not for a defect or non-conforming stone), we may deduct costs that we have genuinely already incurred on that specific stone and cannot recover, such as:

• the portion of the stone's cost our supplier won't refund, after we've asked them to take it back;
• import VAT already paid to SARS on that specific stone, where it cannot be reclaimed;
• customs duties or clearance charges already paid;
• our supplier's (e.g. Nivoda's) non-refundable charges or cancellation fees for that specific stone; and
• courier/freight costs already incurred in bringing the stone to South Africa or to you.

We will show you an itemised breakdown of any such deduction, with supporting invoices on request. If you change your mind while we're still at Stage 1, no deduction applies and you'll receive a full refund.

5. When something is actually wrong with your item (not a change of mind)

If your item doesn't match what you ordered, arrives faulty, or has a genuine manufacturing defect, this is covered by the CPA regardless of category. The warranty below covers manufacturing defects only — it does not cover normal wear and tear from wearing the piece, or damage that happens after delivery.

• Implied 6-month warranty: every item we sell carries the CPA's implied warranty that it is of good quality and free from manufacturing defects for six months from delivery. This applies equally to sterling silver and gold pieces.
• Your choice of remedy: if a genuine manufacturing defect is confirmed, you can choose between a repair, a replacement, or a refund. If we repair an item and the same problem happens again within the warranty period, you can then insist on a replacement or refund rather than a further repair, per CPA section 56(2).
• How to report it: email us at info@luxemoissanite.co.za with your order number, a description of the issue, and photos. We aim to acknowledge within 24 hours and confirm next steps within 5 business days.
• Who pays return shipping for a genuine defect: we do, or we'll reimburse a reasonable courier cost you've already paid.

5.1 What isn't covered by the warranty — wear and tear vs. a manufacturing defect

Not covered — normal wear and tear and post-delivery damage:

• Rhodium plating wearing, thinning, or yellowing with regular wear. This is not a manufacturing fault. We recommend re-plating roughly every 6–12 months depending on how often the ring is worn.
• Gold plating fading, thinning, or discolouring with wear, or from contact with lotion, perfume, chlorine, or other chemicals.
• Scratches, bending, dents, a loosened or lost stone caused by a knock or impact, or other damage arising after delivery — including mishandling or dropping. (Separate from transit damage, which we remain responsible for under Section 7.)
• Damage caused by resizing, repair, or alteration carried out by anyone other than LM Jewellers.

Still covered — genuine manufacturing defects:

• A stone that was never set securely and comes loose without any knock or impact.
• A clasp, prong, or setting that fails under normal, careful wear.
• Plating that has flaked, bubbled, or come away unevenly shortly after delivery.

6. Cancelling an order before it's finished

You can cancel any made-to-order or bespoke order, in writing, at any time before production begins, for a full refund. Once production has begun — or, for a specially sourced diamond, once Stage 2 is reached — cancellation may still be possible, but any refund will be reduced by costs already incurred.

7. Delivery, loss and damage in transit

We remain responsible for your order until it is delivered to you.

8. How refunds are paid

Approved refunds are paid to your original payment method within 7–10 business days of approval.

9. If we need to cancel or change your order

If we cancel a paid order, you will receive a full refund within 7 business days.

10. If you're not happy with how we've handled a claim

Contact us first at info@luxemoissanite.co.za or 064 585 4189. If you remain unhappy, you may refer the matter to the Consumer Goods and Services Ombud (CGSO) at www.cgso.org.za, free of charge.

11. Accepting this policy

By ticking the checkbox at checkout, you confirm you've had the opportunity to read this Refund Policy and our Terms of Service before completing your purchase.

Questions about this policy? Email info@luxemoissanite.co.za or WhatsApp 064 585 4189.