iGemz.co.za – Refunds and Returns Policy (CPA & ECTA Compliant)

Effective Date: 3 March 2011
Operator: Big Rock iGemz CC (Reg No: 2010/136975/23) trading as iGemz
Website: www.iGemz.co.za

1.

Introduction
1.1 Your satisfaction is important to us. If you are not happy with your purchase, iGemz is committed to assisting you in accordance with this Refunds and Returns Policy.
1.2 This Policy is governed by the Consumer Protection Act, 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act, 25 of 2002 (“ECTA”) for online transactions.
1.3 By placing an order with iGemz, you acknowledge that you have read, understood, and agree to be bound by this Policy.

2.

Returns within 14 Days
2.1 You may return most items within 14 (fourteen) days of delivery for a full refund, exchange, or store credit, provided that:
(a) The item is new, unused, and unopened.
(b) The gemstone container and the security seals are intact, undamaged and untampered.
(c) The original packaging and all accessories are included.
2.2 Gemstones cannot be returned if the gemstone container security seals have been broken or tampered with, due to the risk of gemstone fraud.

3.

Non-Returnable Items
3.1 In accordance with the CPA, the following items are non-refundable and non-returnable, except where defective:
(a) Custom-made or special-order items.
(b) Clearance, promotional, or discounted products.
(c) Items sold as damaged or defective.
(d) Digital items such as vouchers or coupons.
(e) Gemstone lab certification fees.

4.

Cooling-Off Period (Online Orders)
4.1 Private individuals purchasing for personal use may cancel an online order within 7 (seven) days of delivery, in accordance with ECTA.
4.2 To qualify for cancellation under this provision:
(a) The item must remain unopened and in its original condition.
(b) the gemstone container and the security seals must be unbroken, undamaged and untampered.
4.3 Digital products, personalised goods, and special imports are excluded from cooling-off rights.
4.4 Refunds will be processed within 30 (thirty) days after receipt and inspection of the returned item.

5.

Incorrect or Damaged Goods
5.1 If you receive the wrong item or it arrives damaged:
(a) Do not open, break, tamper or damage the security seal.
(b) Notify iGemz within 7 (seven) days of delivery.
5.2 iGemz will arrange collection at no cost to you and will:
(a) Replace the item; or
(b) Issue a store voucher; or
(c) Provide a refund.

6.

Return Procedure
6.1 All returns must be logged through the iGemz website.
6.2 You may elect to:
(a) Return items via courier at your cost; or
(b) Request iGemz to arrange collection, with costs for your account.
6.3 Items must be securely packaged. Refunds will not be processed if items are damaged due to inadequate packaging.

7.

Refund Process
7.1 Refunds are processed within 8–10 working days after approval of the returned item.
7.2 It may take up to 3 (three) working days for the funds to appear in your account.
7.3 Wire Transfer (EFT) or credit card refunds are subject to a 7% (seven percent) processing fee to cover bank and payment gateway charges.
7.4 Refunds for gifts are issued as store credit only.

8.

Vouchers and Coupons
8.1 Items purchased using a gift voucher will be refunded as store credit.
8.2 Promotional vouchers will have their value deducted from the refund.
8.3 Replacement vouchers will be issued if the original voucher was still valid at the date of return.

9.

International Orders
9.1 Damaged international orders will be replaced at iGemz’s cost.
9.2 Returns for change-of-mind are not accepted due to Customs restrictions. Customers should confirm all questions prior to purchase.

10.

Warranty Exclusions
10.1 The following are excluded from refunds and warranties:
(a) Damage caused by misuse, wear & tear, accidents or neglect.
(b) Gemstones with natural inclusions.
(c) Clearance or sale items.
(d) Items altered by third parties.
(e) Products intended for industrial use, unless expressly stated.

11.

Custom and Special Orders
11.1 Custom-made or imported items cannot be cancelled once an order is placed.
11.2 Deposits for pre-orders or special orders may be forfeited if cancelled by the customer.

12.

Packaging Requirements for Returns
12.1 Returned items must:
(a) Remain in original packaging.
(b) Be securely packed in a secondary box.
(c) Include the “Return reference number” issued by iGemz.
12.2 If items arrive damaged due to inadequate packaging, or repackaging is required, iGemz may deduct 25%–100% from the refund to cover losses. The deduction will depend on the damage – which will be assessed.

13.

Reporting a Problem
13.1 If you are dissatisfied with your purchase, contact iGemz Customer Service:
Tel: +27 68 298-1855
Email: CLICK HERE to contact us.
Monday–Thursday: 08h00–17h00 | Friday: 08h00–16h00
13.2 iGemz will resolve complaints fairly and in accordance with the CPA.

14.

Dispute Resolution
14.1 If you remain dissatisfied, you may:
(a) Escalate the matter to the applicable Consumer Goods and Services Ombud; or
(b) Pursue legal remedies available under South African law.

15.

Governing Law and Jurisdiction
15.1 These Terms and Conditions shall be governed by and interpreted in accordance with the laws of the Republic of South Africa.
15.2 The customer hereby consents and submits to the jurisdiction of the Magistrates’ Court, Kempton Park, South Africa for all disputes arising from or in connection with these Terms, irrespective of the amount in dispute.
15.1 At the sole discretion of iGemz, proceedings may be instituted in the Magistrates’ Court, Kempton Park, South Africa or in any other court of competent jurisdiction, including the High Court of South Africa.