Refund policy

Returns and refunds

Thirty days to change your mind on stainless steel. If something’s wrong, email me and it gets sorted.

The short version

• Return window: 30 days from delivery on stainless steel, 7 days on 18K gold plated pieces
• Return postage on a faulty item: we pay
• Return postage if you’ve changed your mind: you pay
• Earrings can’t be returned once tried on or worn, unless they’re faulty
• Gold plated pieces are covered for fading for 30 days when the care guide is followed
• Refunds are processed within 7 days of us receiving the item

Changed your mind

On our stainless steel pieces, you have 30 days from the day it arrives. The piece needs to come back unworn and in the condition it was sent, with any packaging.
On our 18K gold plated pieces, you have 7 days from the day it arrives. See the gold section below.

You cover the postage back to us. Once it arrives and we’ve checked it, we refund the full amount you paid for the item within seven days, to the same method you paid with.

Original delivery charges aren’t refunded on a change-of-mind return, unless your order qualified for free delivery, in which case there’s nothing to deduct.

Something’s wrong with it

If a piece arrives damaged, faulty, or isn’t what you ordered, that’s on us. We pay the postage both ways, and you choose between a replacement or a full refund including the original delivery charge.

Email a photo and your order number and we’ll arrange collection or send you a prepaid label. Don’t post it back at your own cost before speaking to us.

If a stainless steel piece tarnishes, fades or discolours within 30 days of normal wear, treat it as faulty. That’s the whole basis of what we sell, and we’ll replace it. Gold plated pieces have their own rule, set out below.

18K gold plated jewellery

Our gold pieces are 304L stainless steel with an 18K gold plated finish. Plating is a thin layer of gold, so these pieces follow different rules from our stainless steel range.

Changing your mind on gold

You can cancel a gold plated order within 7 days of delivery, as allowed by the Electronic Communications and Transactions Act. The piece must be unworn and come back in its original packaging, with the pouch or box. You pay the return postage. Gold plated earrings can only be returned if they haven’t been tried on.

Fading and discolouration

If the plating fades, flakes or discolours within 30 days of delivery and you’ve followed the care guide that comes with your order, we treat it as faulty. We’ll replace or refund the piece and pay postage both ways. Send us a photo and your order number first.

After 30 days, gradual fading through normal wear is expected with gold plating and isn’t treated as a fault. This doesn’t affect your rights under the Consumer Protection Act. If a piece has a genuine manufacturing defect within six months of delivery, contact us and we’ll assess it.

What isn’t covered on gold

• Wear caused by water, perfume, lotion, chlorine, sea water, sanitiser or cleaning products
• Scratches, dents, or broken chains or clasps caused by accidents or misuse
• Pieces that have been polished, cleaned with chemicals or altered

Earrings

For hygiene reasons, earrings can only be returned for a change of mind if they haven’t been tried on or worn, and come back in their original packaging. If a pair arrives damaged or faulty, the “Something’s wrong with it” section applies as normal.

How to start a return

1. Email your order number and what’s wrong to matt@harlan.co.za, or WhatsApp 076 413 3052. Include a photo if it’s damaged or faulty.
2. We’ll reply, usually the same working day, with a return address and, if it’s faulty, a prepaid label.
3. Post it back using any courier or the Post Office. Keep the tracking number, since we can’t refund something that doesn’t arrive.
4. Once it reaches us and we’ve checked it, your refund goes out within seven days, or your replacement is posted.

What we can’t take back

• Anything worn beyond trying it on
• Earrings that have been tried on or worn, unless they’re faulty
• Pieces damaged by misuse, alteration or accident
• Stainless steel returns sent back more than 30 days after delivery
• Gold plated returns sent back more than 7 days after delivery, unless they’re faulty
• Gold plated pieces showing wear from the causes listed in the gold section
• Items returned without contacting us first

Your rights under South African law

Nothing on this page takes away rights you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.
Under the ECT Act you may cancel an online purchase within seven days of delivery without giving a reason, and receive a full refund of the price paid, with only the direct cost of returning the goods for your account. Our 30 day window on stainless steel is longer than that minimum, not a replacement for it. On gold plated pieces, we offer that 7 day minimum.

Under the CPA you’re entitled to goods that are of good quality, in working order and free of defects, and to return goods that fail within six months of delivery for a repair, replacement or refund at your choosing.

Still stuck

Email matt@harlan.co.za. There’s no call centre and no ticket number. Messages come to me and I answer them myself.