Refund policy

Maya Blue Jewels Return Policy

At Maya Blue Jewels, your satisfaction is important to us. This return policy outlines our commitments and your rights in accordance with the South African Consumer Protection Act 68 of 2008 (CPA).

Our 30-Day Return Promise (Goodwill Policy)

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return for a refund or exchange, even if you simply changed your mind.

To be eligible for a return under this goodwill policy, your item must be in the same condition that you received it – unworn, unused, with all original tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.

Initiating a Return (30-Day Policy or CPA Returns)

To start any return, please contact us at mayabluejewels@gmail.com. Please provide your order number and the reason for your return.

If your return under our 30-day policy is accepted, we will provide you with instructions on how and where to send your package. Please note that return shipping costs for "change of mind" returns under our 30-day policy are the responsibility of the customer.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at mayabluejewels@gmail.com.

Your Rights Under the Consumer Protection Act (CPA)

The CPA provides specific, mandatory rights for consumers in certain situations, which may offer different return periods and conditions than our 30-day goodwill policy. In these cases, you may choose a refund, replacement, or repair, and Maya Blue Jewels cannot force you to accept a credit note or voucher if you prefer a cash refund.

A. Defective or Unsafe Goods (Implied Warranty of Quality)

  • What it means: All goods sold come with an implied warranty of quality, meaning they must be reasonably suitable for their intended purpose, of good quality, in good working order, free of material defects, and durable for a reasonable period, considering the normal use of the goods.
  • Return Period: If goods are found to be defective, unsafe, or fail to satisfy the implied warranty of quality, you may return them within one (1) months from the date of delivery.
  • Your Choice: You have the right to choose whether you want the goods:
    • Replaced: With an equivalent or superior product.
    • Refunded: The full price paid, without penalty.
  • Costs: Returns for defective or unsafe goods are at Maya Blue Jewels' risk and expense. We will cover the reasonable costs of collection, repair, or replacement.
  • Exclusions: This right does not apply if:
    • You were made aware of the specific defect(s) and expressly agreed to receive the goods in that condition (e.g., "voetstoots" sales, provided the defects were disclosed clearly and upfront).
    • The goods were altered, disassembled, installed, affixed, or combined with other goods after leaving our control in a way that caused the defect, or if the defect was due to abuse, misuse, or gross negligence on your part.

B. Goods Not Examined Before Delivery (e.g., Online/Distance Sales)

  • What it means: If you purchased goods without the opportunity to inspect them before delivery (e.g., online, telephonically, or catalogue sales), and upon delivery, they do not meet the type or quality you could reasonably expect, or if they do not conform to special order specifications.
  • Return Period: You may refuse delivery or return the goods within ten (10) business days of delivery.
  • Your Choice: You are entitled to a full refund.
  • Costs: Returns in this instance are at Maya Blue Jewels' risk and expense.

C. Direct Marketing "Cooling-Off" Period

  • What it means: If you purchased goods as a result of direct marketing (e.g., door-to-door sales, unsolicited emails, telemarketing, where you did not initiate the contact).
  • Return Period: You have a "cooling-off" period of five (5) business days from the date the agreement was concluded or goods were delivered, whichever is later.
  • Cancellation: You must notify us in writing (or other recorded means) of your decision to cancel within this period.
  • Refund: We must refund you all payments received within fifteen (15) business days of receiving your cancellation notice and the returned goods.
  • Costs: You are responsible for the direct cost of returning the goods in this scenario.
  • Condition of Goods: Goods must be returned in their original condition.

D. Goods Unsuitable for a Particular Purpose

  • What it means: If you specifically informed us of a particular purpose for which you intended to use the goods, and we advised that the goods would meet that purpose, but they do not.
  • Return Period: You may return the goods within ten (10) business days of delivery.
  • Your Choice: You are entitled to a refund or replacement.
  • Costs: Returns in this instance are at Maya Blue Jewels' risk and expense.

E. Mixed or Incorrect Goods Delivered

  • What it means: If the incorrect product is delivered to you, or goods are delivered mixed with items not ordered.
  • Return Period: You should notify us immediately and may return the goods within ten (10) business days of delivery.
  • Your Choice: We will either deliver the correct product or refund the purchase price.
  • Costs: Returns in this instance are at Maya Blue Jewels' risk and expense.

Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. This is crucial for addressing issues under the CPA's implied warranty of quality.

Exceptions / Non-Returnable Items (CPA Permitted Exceptions & Our Policy)

For reasons of public health, safety, or if goods have been altered or combined, certain items may not be returnable once supplied, unless they are defective:

  • Personal Care/Hygiene Products: Due to their intimate nature and for hygiene reasons, we cannot accept returns on items like earrings, body jewellery, or other personal care goods once they have been worn or opened, unless they are defective. This aligns with public health guidelines and CPA allowances.
  • Custom Products: Items that have been specially ordered or personalized for you (e.g., engraved jewellery, custom-designed pieces) cannot be returned unless they are defective or not made to the agreed specifications.
  • Altered/Used Goods: Items that have been partially or entirely disassembled, altered, added to, or combined with other goods or property after leaving our control cannot be returned, unless the defect was inherent before alteration.
  • Sale Items & Gift Cards: Unfortunately, we cannot accept returns on sale items or gift cards, unless they are defective (in the case of physical goods).

Please get in touch if you have questions or concerns about your specific item.

Exchanges The fastest way to ensure you get what you want is to return the item you have (under our 30-day policy or CPA rights), and once the return is accepted, make a separate purchase for the new item.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10-15 business days (as per CPA guidelines). Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at mayabluejewels@gmail.com.

Dispute Resolution If you have a complaint regarding a return or any other consumer matter that cannot be resolved directly with Maya Blue Jewels, you have the right to escalate your complaint to the National Consumer Commission (NCC) or the Consumer Goods and Services Ombud (CGSO).