Refund policy

RETURN & REFUND POLICY

Last Updated: 25 July 2026

At Eloria, we are committed to providing meaningful jewellery and excellent customer service. We want you to shop with confidence, and we will always aim to resolve any concerns fairly, professionally, and in accordance with applicable South African law.

This Return & Refund Policy forms part of our Terms of Service, Shipping Policy, Privacy Policy, and Legal Notice. By placing an order with Eloria, you acknowledge that you have read and understood this policy.

Nothing in this policy limits or excludes any rights granted to consumers under the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA), or any other applicable South African law. Where this policy conflicts with mandatory South African legislation, the law will prevail.

1. Contact Eloria Before Returning Any Item

To ensure every return is handled correctly, customers must contact Eloria before returning any item.

Please email:

eloriacustomersupport@gmail.com

Your email should include:

  • Your full name
  • Your order number
  • A description of the issue
  • Photographs or videos where applicable

Once your request has been reviewed and approved, Eloria will provide the appropriate return instructions and return address.

Returns sent without prior approval may experience delays and may not be accepted until the return has been properly assessed.

2. Evidence Required for Claims

To help us assess return requests fairly and efficiently, Eloria may request:

  • Your order number;
  • Proof of purchase;
  • Photographs of the product;
  • Photographs of the packaging;
  • Videos where appropriate; and
  • Any other information reasonably necessary to evaluate the claim.

Providing complete information helps us resolve claims as quickly as possible.

3. Change of Mind Returns

Because Eloria is an online store, certain purchases may qualify for cancellation rights under South African law.

If you simply change your mind, please contact Eloria as soon as possible.

Where a change-of-mind return is accepted, the following conditions apply:

  • The request must be made within the period permitted by applicable South African law.
  • The necklace must be unworn, unused and in substantially the same condition in which it was received.
  • The jewellery pouch, meaning card and any accessories originally supplied with the order should be returned.
  • The product must not have been altered, damaged or misused.
  • Customers are responsible for the direct cost of returning non-defective products where permitted by law.

For hygiene, quality control and customer safety, Eloria reserves the right to inspect all returned products before approving any exchange or refund.

4. Order Cancellations

Customers may request to cancel an order before Eloria has placed the order with its supplier or begun processing the order.

If the supplier order has not yet been placed, Eloria will cancel the order and process any applicable refund.

Once supplier ordering or processing has begun, cancellation may no longer be possible. However, this does not affect any cancellation rights that customers may have under applicable South African law.

5. Exchanges

If you accidentally order the wrong finish (for example Gold instead of Silver), Eloria will gladly assist with an exchange, subject to the following conditions:

  • The exchange request is submitted promptly after delivery.
  • The jewellery has not been worn.
  • The product is returned in its original condition.
  • The meaning card and jewellery pouch are included.
  • The requested replacement is available.

Customers may be responsible for applicable return shipping costs for voluntary exchanges were permitted by law. 

6. Defective, Incorrect or Damaged Products

Eloria takes pride in providing high-quality jewellery. Every order is inspected before it is packaged and dispatched.

If you believe you have received a product that is defective, incorrect, incomplete or damaged before delivery, please contact Eloria as soon as reasonably possible.

Where required by applicable South African law, Eloria will assess the claim and provide the appropriate remedy, which may include:

  • Repair;
  • Replacement; or
  • Refund.

Each claim will be assessed individually based on the nature of the reported issue and the requirements of applicable South African law.

Nothing in this policy limits any statutory rights available to consumers under the Consumer Protection Act 68 of 2008.

7. Incorrect Orders

If you receive:

  • The wrong necklace;
  • The wrong finish or colour;
  • An incorrect quantity;
  • Missing items; or
  • A product materially different from what you ordered,

please notify Eloria as soon as reasonably possible.

Where the error was made by Eloria, we will arrange the appropriate remedy and, where required by law, cover the reasonable cost of correcting the error.

8. Items Damaged During Delivery

Although every order is carefully packaged using protective materials, damage may occasionally occur during courier delivery.

If your parcel arrives damaged, please contact Eloria within 48 hours of delivery.

Please include:

  • Your order number;
  • Photographs of the parcel;
  • Photographs of the packaging; and
  • Clear photographs of the damaged item.

Once the claim has been reviewed and confirmed, Eloria will arrange an appropriate remedy, which may include a replacement or another remedy required by applicable South African law.

9. Inspection of Returned Items

All returned products will be carefully inspected upon receipt.

If a returned item shows signs of:

  • Misuse;
  • Accidental damage;
  • Excessive wear;
  • Alteration;
  • Unauthorised repair;
  • Damage inconsistent with the reported issue; or
  • Use beyond what would reasonably be necessary to inspect the product,

Eloria reserves the right to decline the return or provide another appropriate remedy where permitted by applicable South African law.

Every claim will be assessed fairly and individually.

10. Abuse of the Returns Process

Eloria is committed to treating every customer fairly.

Likewise, we expect the returns process to be used honestly and responsibly.

Eloria reserves the right to refuse a return request or take appropriate action where there is reasonable evidence that the returns process is being abused, including:

  • Repeated return requests inconsistent with normal consumer behaviour;
  • Fraudulent claims;
  • Deliberate or intentional damage;
  • False information;
  • Attempts to obtain refunds or replacements dishonestly; or
  • Any other misuse of this policy.

Nothing in this section limits any rights a customer may have under applicable South African law.

11. Jewellery Care & Customer Responsibilities

Eloria jewellery is designed to be enjoyed with reasonable care.

To help preserve the appearance and longevity of your jewellery, we recommend that you:

  • Remove jewellery before swimming, bathing or showering;
  • Avoid contact with perfumes, lotions, sunscreen, sanitiser and other chemicals;
  • Avoid exposure to chlorine and salt water;
  • Remove jewellery before exercising or sleeping;
  • Store jewellery in the supplied pouch when not being worn;
  • Avoid pulling, bending or placing excessive force on the chain; and
  • Handle your jewellery with reasonable care.

Failure to follow reasonable care instructions may affect a claim where the reported damage resulted from misuse rather than a manufacturing defect.

This does not affect any statutory rights relating to genuinely defective products.

12. Reasonable Expectations

Jewellery is intended to be worn with reasonable care.

Over time, normal everyday use may result in:

  • Minor surface marks;
  • Fine scratches;
  • Gradual wear of the 18K gold plating;
  • Natural ageing of the finish; or
  • General signs of normal wear.

These changes are considered normal and are not, by themselves, manufacturing defects.

Nothing in this section limits any rights a customer may have under applicable South African law.

13. Natural Material Disclaimer

Some Eloria jewellery includes a real mustard seed sealed within a resin inlay.

Because natural materials are unique, slight variations in:

  • Colour;
  • Size;
  • Shape;
  • Texture; or
  • Appearance

may occur.

These natural variations make each piece unique and are not considered manufacturing defects.

14. Product Materials

Unless otherwise stated on the relevant product page, Eloria jewellery is made using the following materials:

  • Stainless Steel;
  • 18K Gold Plating (where applicable); and
  • Resin Inlay.

The gold-plated finish is designed for everyday wear but, like all plated jewellery, may naturally wear over time depending on factors such as frequency of wear, skin chemistry, exposure to moisture and adherence to the recommended care instructions.

Normal wear of gold plating over time is not, by itself, considered a manufacturing defect. 

15. Refunds

Where a refund is approved or required under applicable South African law, Eloria will process the refund to the original payment method used for the purchase, unless otherwise agreed or required by law.

Approved refunds are generally processed within 5–10 business days after:

  • The returned item has been received (where applicable);
  • The return has been inspected; and
  • The refund has been approved.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account. Unfortunately, this processing time is outside of Eloria's control.

Where a refund is not legally required, Eloria reserves the right to offer an exchange or another reasonable solution at its discretion.

16. Items Not Eligible for Return

Unless otherwise required by applicable South African law, Eloria may decline a return where:

  • The jewellery has been worn beyond reasonable inspection;
  • The item has been intentionally damaged;
  • The jewellery has been altered, repaired or modified by anyone other than Eloria;
  • The damage resulted from misuse, neglect or failure to follow the Jewellery Care guidelines;
  • The item has been exposed to perfumes, lotions, sanitiser, chlorine, salt water or harsh chemicals in a manner that caused the reported damage;
  • The return request is fraudulent or misleading;
  • The product has been damaged through accidental impact, pulling, bending or improper storage;
  • The issue relates only to normal wear, gradual plating wear or natural ageing of the jewellery; or
  • The issue relates solely to the natural variation of the mustard seed enclosed within the resin.

Nothing in this section limits any statutory rights that cannot lawfully be excluded under South African law.

17. Customer Responsibilities

By placing an order with Eloria, you acknowledge that you are responsible for:

  • Providing accurate delivery and contact information;
  • Inspecting your order upon delivery;
  • Reporting any incorrect, damaged or defective items as soon as reasonably possible;
  • Taking reasonable care of your jewellery;
  • Following the Jewellery Care recommendations; and
  • Contacting Eloria before returning any item.

Failure to comply with these responsibilities may affect how a return request is assessed, where permitted by applicable law.

18. Policy Updates

Eloria may update this Return & Refund Policy from time to time to reflect:

  • Changes to our products;
  • Changes to our business operations;
  • Changes to South African legislation;
  • Improvements to our customer service processes; or
  • Other reasonable business requirements.

The most current version will always be available on our website and will display the latest revision date.

The version published at the time your order was placed will generally apply to that order, unless a later version is required by law or provides greater protection to the customer.

19. Contact Us

If you have any questions regarding this policy or would like to request a return, exchange or report an issue with your order, please contact us before returning any item.

Eloria Customer Support

📧 Email: eloriacustomersupport@gmail.com

Please include:

  • Your full name;
  • Your order number;
  • A description of the issue; and
  • Any relevant photographs or videos that may assist us in assessing your request.

Once your request has been reviewed, Eloria will provide the appropriate return instructions and, where applicable, the return address.

20. Final Statement

At Eloria, we believe every order should reflect the same care and meaning that inspired our jewellery.

We are committed to treating every customer fairly while also protecting the integrity of our products and business. This policy has been designed to provide clear guidance for both our customers and Eloria, while remaining consistent with applicable South African consumer legislation.

We appreciate your trust in Eloria and thank you for allowing us to be part of your journey