Policies

Orbit Rings — Returns, Refunds, Warranty & Repairs

This policy outlines how Orbit Rings International manages orders, cancellations, returns, repairs, and warranties. Orbit Rings specialises in made-to-order fine jewellery: each piece is crafted specifically for you once an order is confirmed, so our policies differ from those of mass-produced retailers. We are committed to transparency, craftsmanship, and responsible customer care.

In short: because every piece is made to order specifically for you, all sales are final. We do not accept returns or provide refunds for change of mind, incorrect choice, or buyer's remorse. The only exception is a genuine manufacturing defect, as set out below — together with your non-excludable statutory rights as a consumer, which always apply.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer. If you are in the UK (Consumer Rights Act 2015) or the EU (Consumer Rights Directive and legal guarantee of conformity), you have legal rights where goods are faulty, not as described, or not fit for purpose — which may include a repair, replacement, or refund. These rights apply in addition to any warranty offered below. Customers in the United States may have additional rights under applicable state law.

Please note that under UK and EU law, the right to cancel for change of mind does not apply to bespoke or made-to-order goods that are made to your specification (e.g. your chosen stone, metal, and ring size). By placing an order you acknowledge that your piece is made to order and that this 14-day cancellation right does not apply.

  • UK: if an item is faulty, you have a short-term right to reject it for a full refund within 30 days of receipt; after that, the remedy is normally repair or replacement.
  • EU: faulty or non-conforming goods are covered by the statutory legal guarantee of conformity for a minimum of 2 years. The remedy is repair or replacement first, with a price reduction or refund where repair/replacement is impossible, fails, or is disproportionate.

Order confirmation

All pieces are custom made to the diamond, gemstone, metal, and ring size selected at the time of ordering. To begin production, full payment is required upfront. Once payment is received, materials are sourced specifically for your piece, production is scheduled, and your order is confirmed and locked. Because each ring is made specifically for you, orders are final once confirmed and paid, subject to your statutory rights for faulty or misdescribed goods.

Order cancellations

Due to the bespoke nature of our jewellery, orders cannot be cancelled once production has begun. Requests to cancel prior to production may be considered at our discretion; where materials have already been sourced, reasonable costs may be deducted.

Returns & manufacturing faults

As bespoke items, our pieces cannot be returned for change of mind. If you believe your item has a manufacturing defect, please notify us within 30 days of receipt. A manufacturing defect includes faults in craftsmanship, items not matching the agreed specifications, or structural issues affecting intended use.

Where a manufacturing defect is confirmed, we will provide a repair, replacement, or — where required by law or where a repair/replacement is not possible — a refund. All claims are subject to professional inspection to determine whether the issue is a manufacturing defect or normal wear and tear.

Warranty & repairs

All jewellery includes a 3-month commercial warranty against manufacturing defects, assuming responsible wear and proper care. This commercial warranty is a voluntary extra and does not limit or replace your statutory rights. In particular, EU consumers benefit from the statutory legal guarantee of conformity for a minimum of 2 years, and UK consumers retain their rights under the Consumer Rights Act 2015, regardless of this 3-month warranty.

Covered: manufacturing faults in craftsmanship, structural defects in the setting, and stones loosening due to manufacturing error.

Not covered: normal wear and tear; scratches, dents, or surface damage; rhodium plating wear; damage from impact or pressure; bent claws (prongs); stones lost due to damage or wear; and damage caused by improper care.

Stone security, sizing & care

All stones are professionally set and inspected before delivery, but settings can loosen over time through wear or impact. We recommend a professional inspection once or twice per year. Stone loss is not considered a manufacturing defect unless reported immediately upon receipt and confirmed by inspection.

Clients are responsible for providing the correct ring size at the time of ordering; we recommend professional sizing. Resizing after delivery is quoted as a separate service, and some designs (e.g. full eternity bands, full or extended pavé bands, and certain structural designs) cannot be resized and may require a remake.

Precious metals naturally show wear over time, and rhodium plating on white gold will fade with wear — re-plating is routine maintenance and is not covered by warranty. For full guidance, see our Ring Care Guide.

Third-party repairs

Work carried out by a third-party jeweller may compromise the integrity of the piece and may void your warranty. We recommend contacting us directly for all repairs or maintenance.

Contact

For any return, refund, warranty, or repair request, please contact us at store@orbitrings.co.za so we can review and resolve the matter fairly.