Refund policy
Every Embrella necklace is carefully handcrafted and individually inspected before beginning its journey to you. We hope it becomes something you treasure, but if something is not right, we are here to help.
Change-of-mind returns
You may request a change-of-mind return within 7 days of receiving your order, or within any longer period required by the consumer laws applicable in your country.
To be eligible for a return, your necklace must be:
- Unworn and unused
- Unaltered and undamaged
- Free from scratches, dents, blemishes or other signs of wear
- Returned with all accompanying items
- Inside its original Embrella keepsake packaging
Please email info@embrella.shop before returning your necklace. Items sent back without first requesting a return may not be accepted.
Customers are responsible for arranging and paying for change-of-mind return delivery. Because our jewellery is valuable, your return must be sent using a tracked and adequately insured service. Embrella cannot accept responsibility for a return that is lost or damaged before reaching us.
Free international shipping applies to the original delivery of your order. Our underlying outbound courier cost is not charged separately or retrospectively deducted from your refund where doing so would conflict with a mandatory statutory cancellation right.
Any original delivery charge actually paid by you will be refunded only where required by applicable consumer law.
Refunds
We will inspect your return after it arrives and let you know whether it has been approved.
Approved refunds will be issued to your original payment method. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
Where a statutory cooling-off right applies, your refund will be processed within the period required by law. Under South African electronic-commerce law, eligible cancellations must be refunded within 30 days.
Currency-conversion differences and fees charged independently by your bank, card provider, PayPal or another payment provider are outside Embrella’s control and cannot be refunded by us.
Incorrect, damaged or defective items
Every piece is checked before dispatch, but if you receive an incorrect, damaged or defective item, please email info@embrella.shop as soon as possible. Include your order number and clear photographs showing the issue.
Where the item is confirmed to be incorrect or defective, Embrella will cover the reasonable cost of returning it and provide the remedy available to you under applicable consumer law.
Under South African consumer law, qualifying goods carry a six-month statutory warranty. This policy does not reduce that warranty or any other mandatory rights available to you.
What is not considered a manufacturing fault
Damage resulting from normal wear, accidental damage, misuse, neglect or unsuitable care is not considered a manufacturing fault. This may include:
- Broken or snagged chains caused by pulling or accidental damage
- Scratches, dents or surface marks caused after delivery
- Jewellery that has been bent or misshapen
- Tarnishing or discolouration caused by wear, chemicals, cosmetics, moisture or unsuitable storage
- Damage caused by repairs or alterations performed by someone other than Embrella
We will always assess each concern fairly and with care.
Made-to-order and personalised pieces
Our standard sterling-silver, solid-gold and rose-gold necklaces are made after an order is placed, but this does not automatically remove any statutory cancellation rights.
Items made to your individual specifications or clearly personalised may not qualify for a change-of-mind return where permitted by law. This does not affect your rights if an item is incorrect, damaged or defective.
Exchanges
If you would like a different metal option, please contact us. Where an exchange is not required because of a defect or an error by Embrella, you will be responsible for:
- Returning the original necklace using a tracked and insured service
- Any difference in product price
- Delivery of the replacement item, where applicable
We will confirm all costs with you before proceeding.
International orders
Import duties, taxes and customs charges are not collected by Embrella unless expressly shown at checkout. Refunds of amounts paid directly to customs authorities or couriers must be requested from the relevant authority or provider.
Customers outside South Africa may have additional mandatory rights under the laws of their country. Nothing in this policy limits those rights.
Contact us
If you need help, email info@embrella.shop. Please include your order number so that we can assist you as quickly as possible.