Refund policy

This policy explains your rights under South African law. Nothing in this policy limits your rights under the Consumer Protection Act (CPA) or the Electronic Communications and Transactions Act (ECTA).

We do not offer discretionary change-of-mind returns or exchanges beyond your statutory rights. Your statutory rights are set out below.

1. 7-day cooling-off period (ECTA)

Under section 44 of the Electronic Communications and Transactions Act, you may cancel your online purchase within 7 days after you receive the goods. You do not need to give a reason and there is no penalty.

  • The only cost to you is the direct cost of returning the item to us.
  • We will refund the payment for the cancelled items within 30 days of your cancellation. If you cancel your whole order, the delivery fee you paid, if any (R100 for TCG Locker or R150 for door delivery; delivery is free on orders above R1,000), is refunded too.

2. If you ordered the wrong item

If you chose the wrong product, size or design yourself, you can cancel under the 7-day cooling-off period in section 1. Other rights under the Consumer Protection Act may also apply, for example if the item does not match its description, or is not suitable for a specific purpose you told us about before you bought it. Apart from these statutory rights, we do not offer change-of-mind or wrong-choice returns or exchanges.

3. If we sent the wrong item

If the item we deliver is not what you ordered, or does not match its description, please email us within a reasonable time. We will arrange the return at our cost and, as you prefer, send you the correct item or refund you in full, including the delivery fee you paid for that item.

4. Defective items: 6-month quality guarantee (CPA)

Under section 56 of the Consumer Protection Act, if an item is defective, unsafe or not fit for its normal purpose, you may return it within 6 months of delivery, at our risk and expense. You choose whether we repair it, replace it, or refund you.

If we repair an item and the same problem, or a new defect, appears within 3 months of the repair, we will replace it or refund you.

This guarantee does not cover damage caused by misuse, accidents or normal wear and tear.

5. Handmade pieces

Our ceramic pieces are handmade, so each one varies slightly in shape, colour and finish from the photos. These small differences are part of handmade work and are not a defect. All of the rights above apply to handmade pieces. Our charms and other items are standard designs, not personalised items.

6. Complete necklaces, chains and charms

A complete necklace (a chain with the charm you choose on the necklace's page) is sold and paid for as one item, at one price. Chains bought on their own, an extra charm and our other pieces are separate items. Your rights apply to each item you buy, and refunds are calculated per item; a complete necklace is refunded as one item.

7. How to cancel or return

  1. Email nadiaklang.nk@gmail.com (or phone +27 82 783 3662) with your order number, the items concerned and the reason (for a wrong or defective item, a short description and photos).
  2. We will reply with the return details. For a wrong or defective item we send, we arrange and pay for the return.
  3. Refunds are paid to the original payment method.