Returns & Refunds
Last updated: 3 September 2026
At Prata Diamonds, our jewellery is made specifically for each client according to their chosen design, diamond, metal, size and other specifications.
Because our jewellery is custom-made, our returns and refund policy differs from that of standard retail products.
1. Custom-Made Jewellery
All custom-made jewellery is produced specifically for the individual client.
A 50% non-refundable deposit is required before production can begin.
Once the deposit has been paid and the order has been confirmed, the order cannot be cancelled or returned simply because the client has changed their mind.
This applies because the order may involve the procurement of a specific diamond or gemstone, the purchase of materials and the commencement of work specifically for the client.
2. Deposits
The required deposit is 50% of the total order value.
The deposit is non-refundable once the order has been confirmed and production or procurement has commenced.
The remaining 50% balance must be paid in accordance with the payment terms agreed with the client and before the completed jewellery is released or delivered.
3. Changes After Order Confirmation
Clients are given the opportunity to review and approve their final design and specifications before production begins.
Once an order has been confirmed and the deposit has been paid, changes to the design, diamond, metal, ring size or other specifications may not be possible.
Where a change can be accommodated, additional costs may apply and will be discussed with the client before the change is made.
4. Manufacturing Defects
All custom-made jewellery purchased from Prata Diamonds is covered by a one-year manufacturing warranty from the date of delivery.
If you believe your jewellery has a manufacturing defect, please contact us as soon as possible.
The jewellery may need to be inspected before we can determine whether the issue is covered by the manufacturing warranty.
Where an issue is determined to be a manufacturing defect, Prata Diamonds will provide an appropriate remedy in accordance with the applicable warranty and South African consumer law.
5. Damage, Wear and Loss
The manufacturing warranty does not cover damage resulting from:
- Accidents or impact
- Misuse or neglect
- Normal wear and tear
- Improper care or storage
- Unauthorised repairs or alterations
- Resizing by another jeweller
- Loss or theft
- Failure to follow recommended jewellery-care instructions
Damage to a diamond or gemstone, including loss of a stone resulting from accidental damage or impact, is not considered a manufacturing defect unless determined otherwise following inspection.
6. Incorrect Ring Size
The client is responsible for confirming the correct ring size before approving their order.
If a ring requires resizing after delivery because the incorrect size was provided or approved by the client, additional costs may apply.
Any resizing will be assessed on a case-by-case basis, as certain designs may have limitations on how or whether they can be resized.
7. Refunds
Refunds are not available for custom-made jewellery once an order has been confirmed and the 50% deposit has been paid, subject to any rights that cannot legally be excluded under applicable South African law.
Where a refund is legally required or otherwise approved by Prata Diamonds, the refund will be processed using the original payment method where reasonably possible.
8. Ready-Made Jewellery
Where Prata Diamonds offers ready-made jewellery for sale, the applicable return or refund terms will be communicated at the time of purchase.
Unless specifically stated otherwise, the custom-made jewellery terms above do not automatically apply to ready-made pieces.
9. How to Contact Us
If you have a concern about your jewellery or believe there is a manufacturing defect, please contact us:
Prata Fine Jewellery (Pty) Ltd
Trading as Prata Diamonds
South Africa
Email: sales@prata.co.za
WhatsApp: +27 72 372 2560
Website: prata.co.za
Please include your order details and, where appropriate, photographs of the issue so that we can assist you.
10. South African Consumer Law
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or limit any rights or remedies that a consumer may have under applicable South African law.
Where applicable, your statutory rights will continue to apply.
