Refund policy

925 The Showroom Return and Exchange Policy

We recognise that purchasing jewellery online involves a degree of trust and estimation. Hence, we offer a full refund for unworn items returned in their original condition and packaging, complete with all tags, within 21 calendar days from the date of delivery. 

Each piece is a unique, handcrafted work of art; slight variations in design, size, and colour are natural and add to its individual charm.

Non-Returnable Items

Please note that "Made to Order" pieces are bespoke and therefore non-returnable and non-refundable. This also applies to Sale items and Special Offers.

The Return Process

To initiate a return, kindly contact us via email at info@925.co.za. Please include your full name, order number, and reason for the return. Upon receipt of your email, we will coordinate the collection of your item(s) through our courier service. For clarity, items purchased online must be returned using this process and cannot be returned at any 925 The Showroom locations.

Important: Do not mail or courier items to us independently. Should we not receive the item or it gets lost in transit, we will be unable to process your refund or exchange.

Refunds

Once we have received and inspected your returned item(s), and if they meet our return conditions, we will proceed to refund the cost of your purchase minus any delivery and return charges (exceptions may apply). Refunds will be processed within 48 hours of the item(s) being received and inspected. Credit card refunds may take 4-7 working days to appear on your account, while bank transfer refunds may require 3-5 working days for processing. Should your account not reflect the refunded amount within 10 working days, kindly contact us.

Late or Missing Refunds

If you haven't received your refund within the expected time frame, please follow these steps:

  1. Recheck your bank account.
  2. Contact your credit card company, as there might be a delay before your refund is officially posted.
  3. Consult with your bank, as processing times can vary.
  4. If you've taken these steps and still have not received your refund, please contact us at info@925.co.za.

Exchanges

We offer exchanges for items that are either defective or damaged, as well as for those who wish to opt for an alternative piece. Exchanges are permissible for products of the same value. To initiate an exchange, please email us at info@925.co.za with your full name, order number, and the reason for the exchange. We'll then coordinate with you to collect the item you wish to exchange.

Upon receiving the item, we will conduct a thorough inspection to ensure it is in new, unused condition with all original packaging and tags intact. Once the item passes our inspection, we will proceed with the exchange.