Refund policy
BEST DEALS SA — Official Final Sale, Return & Liability Policy
Best Deals SA supplies certified Moissanite and fine jewellery directly to the public at wholesale pricing, significantly below standard retail. In line with this pricing structure, the following terms and conditions are strictly enforced on every sale.
1. Wholesale & Sale Item Exclusion
Best Deals SA supplies certified Moissanite and fine jewellery directly to the public at 50% to 75% below traditional retail pricing, alongside bespoke, manufactured-to-order pieces. All sales are final. Best Deals SA does not accept exchanges, returns, or refunds on any item, whether wholesale-priced, promotional, or custom-made.
2. Incorrect Sizing & Material Selection
Size selection, chain length measurement, and aesthetic choices are entirely the sole responsibility of the customer. As pieces are priced at wholesale rates, exchanges, alterations, or returns for incorrect sizing are not offered. Customers must ensure accurate measurements are verified prior to purchasing.
3. Custom-Made & Manufactured-to-Order Exclusion
Any jewellery pieces that are professionally designed and manufactured as a bespoke piece to order are classified as custom-made items. In accordance with standard South African jewellery industry practice, custom-made items are completely excluded from any cooling-off, cancellation, or change-of-mind return rights. Once an order is placed and production begins, the sale is permanent.
Engraving Approval: for items including engraving, a proof of the design and/or text will be sent to the customer for approval prior to production. Once approved, no further changes can be made, and Best Deals SA is not liable for any errors present in the approved proof.
4. The Dispatch Verification Protocol (Our Proof)
To eliminate fraudulent claims, weight discrepancies, or swap attempts, every item undergoes a rigorous multi-point structural inspection before leaving our facility, and a high-definition video verification of the undamaged item is recorded and sent to the customer upon dispatch. This digital archive serves as conclusive proof that the jewellery left our facility in 100% flawless, structurally sound, and pristine condition. To receive this dispatch verification video, customers are required to provide a valid WhatsApp number at the time of order. Best Deals SA is not responsible for proof not being received due to an incorrect or unprovided number.
5. Mandatory Unboxing Video Protocol (Your Proof)
Due to incidents of attempted swap fraud (substituting authentic items with cheaper replicas, older jewellery, or deliberately broken items) and consumer-inflicted damage being falsely reported as factory faults, strict verification gates are in place: an item will not be lodged for inspection or repair without an uninterrupted, unaltered unboxing video recorded at the exact time of delivery. The video must clearly show the courier bag seal being broken, the package being opened, and the specific item inspected close-up in one continuous, unedited shot. If this video is missing, edited, or recorded after the package was already opened, the claim cannot be verified and will be dismissed.
Collection: collections are strictly by pre-arranged appointment only, as the collection point does not sell jewellery and is used solely for collections. Customers inspect the item thoroughly at the collection point, with payment finalised at the time of collection. No claims, returns, refunds, or exchanges will be considered once the item has been collected. If an item is not collected as previously arranged, it will be returned, as no jewellery is kept at the collection point overnight. Please note that Best Deals SA does not operate from a physical store; all collections take place at a secure, designated collection point for security purposes.
Shipping: parcels will only be dispatched once payment reflects in full.
6. The Worn Item & Time-Frame Hard Cut-Off
Our claims gate closes permanently once an item is used or the reporting window expires. A complaint will not be considered or evaluated if: the item has already been worn or tried on (even once); the complaint is not reported within 7 calendar days from the exact date of delivery; or the mandatory unboxing video proof is not sent via WhatsApp with the initial claim.
7. Total Category Physical Exclusions
Best Deals SA does not accept liability for physical breakage or mechanical failure once an item has been handled, worn, or removed from its original packaging. This exclusion applies to all jewellery stock categories, including: Bracelets, Tennis Bracelets, Necklaces, Chains, Anklets, Rings, Toe Rings, Pendants, Charms, Brooches, Pins, Earrings, Studs, Key Rings, and Drop/Dangle Earrings.
Snapped Links & Breaks: a snapped chain, a broken link, a separation between stones, or a split weld on any item is typically caused by external physical tension, pulling, catching on clothing (such as winter sleeves, knits, or scarves), rough handling, or tugging, and is classified as accidental consumer-inflicted damage.
Mechanical & Broken Clasps: mechanical damage, spring failures, or distortion occurring to clasps, fasteners, hooks, or safety catches after an item has been handled or worn is classified as wear-and-tear or excessive force.
8. Total Material Liability Exclusions (All Metal Types)
Jewellery metals behave differently based on their composition. Jewellery should not be worn or used while in contact with water, soap, creams, lotions, or other chemicals, and must be properly maintained and cleaned. Daily wear and exposure to these elements can affect and change the metal over time. It is also not recommended to sleep while wearing jewellery, as this is a common cause of damage.
Sterling Silver & Plated Metals: sterling silver, brass, copper, and plated fashion metals are inherently soft, delicate, and highly malleable. Bent ring bands, warped earring posts, crushed stone prongs, or misshapen pendant bails typically result from everyday physical pressure, accidental dropping, impact, or sleeping in the jewellery.
Gold & Platinum: while gold and platinum are premium precious metals, fine jewellery chains made from them are meticulously fine and delicate, with low tensile strength when pulled, and may snap if caught, snagged, or tugged.
Stainless Steel: stainless steel is exceptionally hard, but its links are rigidly interlocked. Because the metal does not stretch, a sudden tug or snag can force the weakest point of the assembly (such as a jump ring or solder point) to snap under physical tension.
9. Stones, Plating & Hygiene Exclusions
Natural & Simulated Stones: some pieces use natural stones, others use simulated or coated stones. Natural stones do not fade. Simulated or coated stones may fade or lighten over time with normal wear — this is normal, not a defect, and is not covered under any claim.
Stones & Side Stones (Loss & Loosening): all main stones and side stones are verified as secure before dispatch via video. Once an item has been delivered, any loosening or loss of stones is classified as wear and tear from handling, and is excluded from any claims, refunds, or replacements.
Earrings & Drop Earrings (Hygiene Barrier): due to strict public health and hygiene regulations, earrings, hoops, studs, and drop earrings can never be returned, exchanged, or refunded under any circumstances once shipped.
10. Custom-Made Deposit & No-Cancellation Policy
Our jeweller is paid 100% upfront for the custom design and manufacturing of a bespoke piece, including CAD design and designer services. Once an order is confirmed and production has commenced, these funds are fully committed to design, materials, and labour costs. Deposits and full payments are strictly non-refundable and non-transferable. If a customer attempts to cancel the order before delivery, or refuses to take delivery of the completed item, they automatically forfeit 100% of all monies paid.
11. Payment Plans & Lay-By Terms (Stock Only)
Payment plans or lay-by agreements are only available on standard, non-custom wholesale stock. Because this stock is removed from public sale, the following strict terms apply:
Late or Missed Payments: payments must be made on or before the strict dates agreed upon. If a payment is late by more than 7 calendar days, the payment plan is in default. Best Deals SA reserves the right to cancel the agreement immediately, release the item back into public wholesale stock, and forfeit 20% of the total purchase price from the monies paid to date as a storage and inventory hold penalty.
Cancellation: if a customer chooses to cancel a payment plan before completing the balance, they do not receive a cash refund. A termination fee equal to 20% of the total purchase price (not 20% of the amount paid) will be deducted from the funds already paid. Any remaining balance after this deduction will be issued as a digital store credit voucher, valid for 30 days. For example, on a R10,000 item, the termination fee is R2,000 — deducted from whatever has been paid to date. No cash refunds will be processed.
Custom-Made Items: payment plans are not available on custom-made, personalised, or bespoke items, as material costs (including gold and silver) are priced at the time of order. Full payment is required upfront before production begins, as set out in Section 10.
12. Courier Damage & Transit Loss
Best Deals SA is not responsible for items damaged, lost, or tampered with in transit, whether outbound to the customer or on return. This risk needs to be covered by the customer's own insurance. We can send an enquiry to the courier to assist where possible, but this is done purely as a courtesy to help facilitate the query, and does not constitute any acceptance of responsibility by Best Deals SA.
13. Repair Liability & Turnaround Times
Unauthorised Interference: any claim will be void of authorisation if the original item or its packaging has been handled, adjusted, resized, tampered with, or worked on by anyone other than our appointed jeweller.
Inspection & Turnaround: once an item is accepted or authorised for inspection, this process will take up to 4 working days. Where a refund is applicable, this will take up to 5 working days to be processed.
Outcome of Inspection: if an item is found not to qualify under repair warranty, it will be returned to the customer as-is. Our jeweller manufactures items and does not undertake repairs falling outside of warranty, as her time is limited to manufacturing. Customers requiring repairs outside of warranty will need to make use of their own personal jeweller.
Return Shipping Address: if authorised during the 7-day reporting period, all items are to be sent to Pudo Neighbourhoods Market, The Neighbourhood Square, 46 Club St, Linksfield. Please do not return any item without prior authorisation.
Shipping Liability: Best Deals SA does not take any responsibility for shipping to or from the customer under any circumstances. Customers are responsible for arranging their own shipping insurance for items sent to or returned from Best Deals SA.
14. Secure Packaging & Shipping Responsibility
All items must be packaged securely and discreetly for shipping. Original packaging must not be damaged, as this is required for any inspection to be considered. Best Deals SA takes no responsibility for shipping under any circumstances, and does not cover shipping costs in any way — all shipping costs, both to send and to return an item, are for the customer's account.
15. Harassment & Verbal Abuse Termination
Best Deals SA does not tolerate any form of abuse under any circumstances. If communication has broken down intolerably, the customer will be blocked. If false or defamatory public claims follow after complaints have been addressed and attempts made to resolve the matter, this will be forwarded to our legal department for assistance.
16. Policy Updates
Best Deals SA reserves the right to amend, update, or change this policy at any time without prior notice. The version in effect at the time of purchase applies to that transaction.