Refund policy
Our promise
Every piece is made or chosen by our goldsmiths in Swakopmund, and we stand behind our work. In our shops, please choose carefully: we do not offer refunds, returns or exchanges for change of mind.
Bought online? 7-day return
If you buy from this website, you may return an unworn stock item within 7 days of receiving it, for any reason.
- The item must be unworn and in its original condition and packaging, with proof of purchase.
- Email info@aajewell.com.na within the 7 days to tell us you are returning it, then send it back.
- You pay the cost of returning it to us. Customs duties and taxes you paid on import are not refundable by us.
- Once we receive the item and confirm its condition, we refund the full amount you paid us, including the original delivery charge, within 30 days.
- This does not apply to custom, made-to-order, engraved, resized or altered pieces, or to items held for you from stock and then altered.
Manufacturing defects
If a new item has a manufacturing defect, we will repair or replace it once we have inspected it and confirmed the defect.
Warranty
- Solid silver, gold and platinum jewellery: 12-month warranty on quality and workmanship from the date of purchase.
- Gold-plated, rose-gold-plated and rhodium-plated silver or brass jewellery: 3-month warranty from the date of purchase.
The warranty covers manufacturing faults only. It does not cover misuse, accidental damage, knocks that loosen or lose stones, alteration, contact with chemicals, or normal wear and tear. It becomes void if the item has been bent, misshaped or altered, or if the care instructions given at purchase have not been followed. Some gemstones in our handmade Namibian pieces are softer and not made for everyday wear, so please follow the care guide. To claim, keep your proof of purchase and bring or send it with the item. We inspect every claim and decide whether to repair or replace the item.
Pre-owned, clearance and antique items
These are sold as they stand (voetstoots), with all faults. See our Terms of Sale.
Deposits
- Custom and made-to-order work: your deposit is non-refundable, because it secures the materials, labour and workshop time reserved for your piece.
- An item held for you from stock: your deposit is refundable until work on the item begins.
- Repairs: a deposit may be required and is non-refundable.
How to make a claim
- Bought in a shop: bring the item and your proof of purchase to either of our shops.
- Bought online: email info@aajewell.com.na first and we will send you return instructions.
All items are inspected by our workshop. Allow up to 15 business days from when we receive the item.
Returns from outside Namibia
We cannot arrange shipping from other countries. Please book and pay for the return yourself. If we confirm a manufacturing defect, we will reimburse reasonable, documented return postage. Original delivery fees, currency conversion fees and customs duties are not refundable.
How refunds are paid
Where a refund is due, we pay it to the card or account used for the original purchase.
Nothing in this policy limits any rights you may have under Namibian law.
African Art Jewellers · info@aajewell.com.na · +264 64 405 566