Refund policy
Return & Refund Policy
We offer a 30-day return policy, which means you have 30 calendar days from the date you receive your item to request a return.
Eligibility for Returns
To qualify for a return, the item must:
- Be in the same condition as received
- Be unworn, unused, and free from scratches or damage
- Include all original tags, protective films, and accessories
- Be returned in original packaging, including boxes, manuals, and certificates (where applicable)
- Be accompanied by the original receipt or valid proof of purchase
Cassims & Co reserves the right to inspect all returned items before approving a refund.
Watches – Special Conditions
Due to the nature of watches, the following apply:
- Watches must be returned with all original packaging, links, tags, and documentation
- Watches showing signs of wear, resizing, link removal, or use may be rejected or subject to a handling/restocking fee
- Pre-owned watches are sold as described and are subject to inspection before any return is approved
Customised, Personalised & Altered Items
The following items are non-returnable and non-refundable:
- Custom-made or personalised items
- Engraved items
- Rings or jewellery that have been sized, resized, or altered
- Any product modified to a client’s request
Earrings & Hygiene Policy
For hygiene and health reasons, earrings are strictly non-returnable and non-exchangeable, unless:
- The item is defective, or
- An incorrect item was supplied
How to Start a Return
To initiate a return:
- Notify us in writing within 30 days of receiving your item
- Provide your order details and reason for return
- Return the item in line with the eligibility conditions above
Returns that do not meet these conditions may be declined.
Damaged or Incorrect Items
Please inspect your order upon delivery.
If your item is defective, damaged, or incorrect, contact us immediately so we can resolve the issue promptly.
Exchanges
To exchange an item:
- Return the original item (subject to approval), and
- Place a new order once the return is accepted
Refunds
Once your return is received and inspected:
- You will be notified if your refund is approved or declined
- If approved, the refund will be issued to your original payment method
Please allow time for your bank or card provider to process the refund.
Important Notes
- Items must be returned in original condition suitable for resale
- Cassims & Co reserves the right to decline returns that do not meet policy requirements
- Where applicable, a handling or restocking fee may be applied for items not returned in original condition