Ralph Jacobs POPIA and Privacy Notice

Issued by: Coscoroba Group Holdings (Pty) Ltd trading as Ralph Jacobs South Africa

Registration number: 2019/101093/07

Version: Version 2.0

Effective date: 21 April 2026

Important notice

This is a statutory and compliance notice. It is published as part of the Ralph Jacobs legal framework and applies to the extent relevant, but it is not intended to convert every clause into a negotiated term of every sale contract.

Where applicable law requires registration, operator agreements, breach handling, retention controls or direct-marketing consent procedures, compliance depends on Ralph Jacobs operational implementation as well as this notice.

1. Purpose and scope

This Ralph Jacobs POPIA and Privacy Notice applies to the processing of personal information by Coscoroba Group Holdings (Pty) Ltd trading as Ralph Jacobs South Africa ("Ralph Jacobs", "we", "us" or "our") when you use our website, place an order, request a quote, visit our store, communicate with us through WhatsApp, telephone, email or social media, make a payment, request a refund, use our warranty or repair services, arrange collection or delivery, or otherwise interact with us in relation to our jewellery business.

This Notice is designed to operate together with our Terms and Conditions, Ralph Jacobs Return, Refund, Repair, Exchange and Cancellation Policy, Ralph Jacobs Warranty and Care Policy, Ralph Jacobs Shipping, Delivery and Collection Policy, and Payments & Payment Refund Policy.

If a mandatory law gives you stronger rights than a term in this Notice, that law will prevail to the extent of the conflict.

2. Responsible Party and contact details

Responsible Party: Coscoroba Group Holdings (Pty) Ltd trading as Ralph Jacobs South Africa

Registration Number: 2019/101093/07

Website: https://ralphjacobs.co.za

Telephone: +27 87 551 7635

Privacy / POPIA / PAIA Contact: legal@ralphjacobs.co.za

Physical Address: Street No. 1, Kiewiet Street, Lake Umuzi Waterfront, Shop 6B Ralph Jacobs, Secunda, Mpumalanga, South Africa

For POPIA and PAIA requests, complaints or questions, you may contact our Information Officer / privacy contact using the details above.

3. Who this Notice covers

• Customers, prospective customers, and website visitors;
• In-store visitors, callers, email correspondents, WhatsApp users, and social media users who engage with Ralph Jacobs;
• People linked to an order, such as authorised payers, collection contacts, delivery recipients, gift recipients, company representatives, or beneficial owners where relevant;
• People who ask for quotations, design changes, resizing, repairs, returns, refunds, exchanges, warranty support, or complaint handling; and
• Business customers, suppliers, laboratories, workshops, couriers, and other counterparties to the extent that POPIA applies to their information.

4. Personal information we may collect

Depending on the interaction, we may collect and process the following categories of personal information:

• Identity and contact information, such as your name, company name, registration number, ID or passport number, date of birth where required, telephone number, email address, physical address, delivery address, billing address, and language preferences;
• Order and product information, such as order numbers, quotations, product selections, metal type, ring size, engraving instructions, design preferences, CAD approvals, proposal or event dates if you choose to disclose them, and details of any loose diamonds, gemstones, moissanite or laboratory reports linked to the order;
• Payment and refund information, such as payment references, gateway or provider records, masked payment details, proof of payment, bank account confirmation documents for EFT refunds, chargeback or dispute information, fraud-review records, and communication about payment queries;
• Compliance and verification information, such as FICA / KYC documentation, proof of address, company registration documents, director or beneficial ownership information, source-of-funds or source-of-wealth information where lawfully required, sanctions or adverse-media screening results, and bank verification details;
• Service, warranty, returns and complaint information, such as photographs, videos, condition reports, repair notes, return authorisation details, courier waybills, communications, and records of inspection, verification, or dispute resolution;
• Delivery, collection and logistics information, such as recipient names, contact numbers, collection and dispatch records, tracking details, failed-delivery records, and proof of delivery or collection;
• Website, device and usage information, such as IP address, browser type, device information, referral source, cookie identifiers, cart history, session data, form submissions, and security logs;
• Communications and support records, including emails, chat messages, call notes, call recordings or voice notes where lawful and notified, social media messages, review responses, and complaint records;
• CCTV footage, visitor logs, access-control records, and security incident records; and
• Limited special personal information only where lawfully permitted and genuinely necessary, or where you voluntarily disclose it.

5. Sources of personal information

We may collect personal information directly from you, from a person acting on your behalf, or from other lawful sources, including:

• Our website, forms, checkout pages, payment links, in-store forms, quotations, invoices, and communications;
• Authorised payers, spouses, family members, business representatives, or other persons you allow to interact with us about your order;
• Approved payment providers, banks, card acquirers, refund verification processes, fraud tools, and chargeback or dispute systems;
• Couriers, logistics partners, laboratories, insurers, valuers, workshops, setters, repair providers, or other operators involved in your order or service request;
• Public records, sanctions lists, company registers, anti-fraud databases, identity verification services, or lawful screening sources;
• Social media or review platforms where you choose to engage with us publicly; and
• Our prior dealings with you, where the purpose of processing remains compatible with the original purpose of collection.

6. Why we process your information and our POPIA justification

We process personal information for purposes including:

• Preparing quotations, confirming orders, manufacturing custom pieces, sourcing stones, delivering or handing over orders, and providing after-sales support;
• Receiving, verifying and reconciling payments, preventing fraud, processing refunds, verifying bank-account ownership, handling chargebacks, and responding to payment disputes;
• Inspecting goods, verifying condition, managing returns or exchanges, assessing defects or wear, booking repairs, applying warranty rules, and keeping service histories;
• Complying with tax, accounting, anti-fraud, FICA / AML / CFT, sanctions, court, regulator, card-scheme, acquirer and other legal or contractual requirements;
• Securing our systems, premises, website, payment environments, staff and customers;
• Sending service updates and, where lawful, direct marketing about our own jewellery products and services; and
• Establishing, exercising or defending legal rights, responding to complaints, preserving evidence, managing audits, and protecting Ralph Jacobs and its business relationships.

Under POPIA, personal information may be processed when the data subject consents, when processing is necessary to conclude or perform a contract, when processing is required by law, when it protects a legitimate interest of the data subject, or when it is necessary for the legitimate interests of Ralph Jacobs or a third party. We do not rely on consent for every processing activity.

7. When supplying information is mandatory or voluntary

Some information is provided voluntarily, but some information is necessary for us to transact with you or to comply with the law. If you do not provide mandatory or reasonably required information, Ralph Jacobs may be unable to quote, accept payment, manufacture, dispatch, release, refund, repair, or continue with the transaction.

8. Direct marketing and customer preferences

Ralph Jacobs may market its own jewellery products and related services by email, SMS, WhatsApp, telephone or similar channels only to the extent permitted by law.

You may opt out of direct marketing at any time by using the unsubscribe facility, replying STOP where available, or emailing legal@ralphjacobs.co.za.

Withdrawing consent or objecting to marketing will not affect the lawfulness of prior processing and will not stop us from sending non-marketing service messages that are necessary for your order, payment, warranty, return or legal compliance.

Ralph Jacobs does not sell personal information to third parties for their independent direct marketing unless lawfully permitted and, where required, with your consent.

9. Website technologies, analytics and online identifiers

When you use our website or linked payment journeys, Ralph Jacobs or its approved service providers may use cookies, pixels, tags, scripts, device identifiers and similar technologies to operate the site, maintain security, remember preferences, measure traffic, detect fraud, analyse performance, and where lawful support marketing.

You can usually manage cookies through your browser settings or through website tools that we make available from time to time. Disabling certain cookies may affect the operation of the website, your cart, saved preferences, login status, or security checks.

10. Sharing personal information with operators and third parties

We may disclose or allow access to personal information, on a need-to-know basis, to the following categories of recipients:

• Website hosts, ecommerce providers, payment gateways, banks, card acquirers, wallet providers, pay-by-bank providers, QR providers, or credit / BNPL providers;
• Couriers, logistics providers, click-and-collect partners, insurers, laboratories, valuers, setters, workshops, repair providers, engravers, manufacturers, or quality-control providers;
• Professional advisers such as attorneys, auditors, accountants, tax advisers, insurers, IT providers, cybersecurity specialists, CRM providers, helpdesk providers, cloud-service providers, and records-management providers;
• Fraud-prevention, account-verification, sanctions-screening, identity-verification, chargeback, or compliance service providers;
• Regulators, law-enforcement agencies, the Financial Intelligence Centre, the Information Regulator, the South African Revenue Service, courts, tribunals, ombuds, card schemes, banks, or other competent authorities; and
• A purchaser, successor, financier or restructuring counterparty of all or part of our business, subject to appropriate confidentiality and lawful-processing requirements.

11. Cross-border transfers and international elements

Some of our service providers, cloud systems, laboratories, communications platforms or payment and fraud tools may process or store personal information outside South Africa.

Ralph Jacobs may transfer personal information across borders where this is permitted by POPIA, including where the foreign recipient is subject to an adequate level of protection, where the transfer is necessary for the performance of a contract with you or taken at your request, where the transfer is in your interest, or where you consent.

12. High-value goods, identity verification, FICA and anti-fraud processing

Ralph Jacobs sells high-value jewellery and custom pieces. For certain orders, payment methods, linked transactions or suspicious patterns, we may place the order on hold, restrict the permitted payment method, require additional verification, ask for identity or company documents, verify bank accounts for refunds, ask lawful source-of-funds questions, or request beneficial-owner information.

This is done for fraud prevention, risk management and legal compliance.

13. Security safeguards

POPIA requires Ralph Jacobs to secure the integrity and confidentiality of personal information in its possession or under its control by taking appropriate, reasonable technical and organisational measures.

We apply security measures appropriate to the information and the risk, which may include access controls, named-user accounts, strong-password and multi-factor authentication controls where supported, role-based access, physical security, secure backup and recovery processes, records controls, staff training, incident-response procedures, and approved payment and technology environments.

No system is completely secure. If there are reasonable grounds to believe that personal information has been accessed or acquired by an unauthorised person, POPIA requires notice to the Information Regulator and, subject to the law, affected data subjects as soon as reasonably possible after discovery of the compromise.

14. Retention of personal information

Ralph Jacobs keeps personal information only for as long as reasonably necessary for the purpose for which it was collected, unless a longer retention period is required or permitted by law, justified for dispute resolution, necessary for warranty or service history, required by tax or accounting obligations, needed for fraud defence or chargeback evidence, or reasonably required to protect or enforce our rights.

As a general operational rule, payment, order, fraud-review, refund, dispute, chargeback and settlement records may be retained for at least 5 years, and longer where a law, regulator, acquirer, court process, warranty history or unresolved claim requires it.

15. Your POPIA rights

Subject to POPIA, PAIA and any lawful grounds of refusal or limitation, you have the right to:

• Ask us to confirm, free of charge, whether we hold personal information about you;
• Request access to the record or a description of the personal information we hold about you;
• Request the correction, deletion or destruction of personal information that is inaccurate, irrelevant, excessive, out of date, incomplete, misleading, unlawfully obtained, or no longer authorised to be retained;
• Object, on reasonable grounds, to certain processing, and object at any time to direct marketing;
• Withdraw consent at any time where consent is the applicable lawful basis; and
• Lodge a complaint with Ralph Jacobs and, if unresolved, with the Information Regulator.

16. Requests under POPIA and PAIA

Requests for access, correction, deletion or objection should be sent to legal@ralphjacobs.co.za with enough detail to identify the requester, the relationship to the order or record, and the information or action requested.

Where appropriate, Ralph Jacobs may ask the requester to complete the prescribed or recommended forms and to follow the procedure in our PAIA Manual.

17. Complaints and the Information Regulator

We encourage you to first raise privacy concerns with Ralph Jacobs so that we can try to resolve them quickly and fairly.

If the matter is not resolved, or if you believe your personal information has been processed in a manner that interferes with your POPIA rights, you may lodge a complaint with the Information Regulator through the Regulator's eServices portal or prescribed complaint process.

Information Regulator South Africa

General Contact Email: enquiries@inforegulator.org.za

Telephone: 010 023 5200

eServices / Complaints: https://eservices.inforegulator.org.za / https://inforegulator.org.za/complaints/

18. CCTV, calls, images and in-store security

Ralph Jacobs may use CCTV, alarm systems, visitor logs and other security measures at its premises for safety, crime prevention, access control, loss prevention, staff and customer protection, verification of collections or deliveries, and the investigation or defence of complaints, losses or legal claims.

Calls, voice notes, emails, WhatsApp messages, social media messages, photographs and videos may be retained where lawful and reasonably required for order verification, support, fraud prevention, workshop instructions, quality control, warranty assessment, returns, or dispute resolution.

19. Children and special personal information

Ralph Jacobs does not intentionally market to or contract directly with children where this is not legally permitted.

We do not generally need special personal information such as information about health, religion, race or biometrics to sell jewellery. If such information is voluntarily disclosed or becomes necessary for a lawful and legitimate purpose, we will process it only to the extent permitted by law.

20. Information about other people that you give us

If you provide Ralph Jacobs with personal information about another person, you confirm that you are lawfully entitled to do so and that you have informed the person about this Notice or otherwise taken reasonable steps to make the Notice available to them.

21. PAIA Manual and related records

POPIA works together with PAIA. Ralph Jacobs must maintain the documentation of processing operations by reference to the PAIA framework and must make its PAIA Manual available in the manner required by law.

Our PAIA Manual is available on request and may also be made available on our website or at our business premises where published or required.

22. Changes to this Notice

Ralph Jacobs may amend this Notice from time to time to reflect changes in law, regulator guidance, our business operations, technology, payment methods, security practices or customer channels.

The most recent version may be published on our website, made available in-store, or supplied on request.

Ralph Jacobs Terms and Conditions

Issued by: Coscoroba Group Holdings (Pty) Ltd trading as Ralph Jacobs South Africa

Registration number: 2019/101093/07

Version: Version 2.0

Effective date: 21 April 2026

Important notice

These Terms are the master public-facing contract document for Ralph Jacobs sales and services. They distinguish always-incorporated commercial terms, conditional transaction-specific policies and statutory or compliance notices.

Nothing in these Terms excludes, limits or waives any right that cannot lawfully be excluded, limited or waived under applicable South African law.

Document hierarchy and incorporation map

1. Supplier and corporate information

1.1 These Terms and Conditions of Sale and Website Use are issued by Coscoroba Group Holdings (Pty) Ltd trading as Ralph Jacobs South Africa.

1.2 Registration number: 2019/101093/07.

1.3 Website: ralphjacobs.co.za. Telephone: +27 87 551 7635. Email: legal@ralphjacobs.co.za.

1.4 Physical address and principal place of business: Street No. 1, Kiewiet Street, Lake Umuzi Waterfront, Shop 6B Ralph Jacobs, Secunda, Mpumalanga, South Africa.

1.5 Ralph Jacobs operates as a jewellery retailer and service provider and may sell, source, manufacture, procure, design, cast, set, resize, engrave, repair, remake, polish, plate, assess, collect and deliver jewellery and related goods through in-store, online and assisted sales channels.

2. Purpose, scope and contract structure

2.1 These Terms govern website use, quotations, orders, sales, manufacture, sourcing, payment, delivery, collection, repairs, after-sales services, communications, complaints and dispute handling for all Ralph Jacobs transactions unless a separate signed agreement expressly states otherwise.

2.2 These Terms apply to transactions concluded in-store, on the Ralph Jacobs website, by telephone, by email, by WhatsApp, through social media, through remote consultations, and through any other assisted or electronic sales channel used by Ralph Jacobs.

2.3 These Terms must be read together with, and where relevant incorporate, the final written quote, final order summary, invoice, product page description, laboratory report details, care instructions and applicable Ralph Jacobs policy documents.

2.4 The always-incorporated core commercial documents are these Terms together with the Return, Refund, Repair, Exchange and Cancellation Policy, Warranty and Care Policy, Payments and Payment Refund Policy and Shipping, Delivery and Collection Policy.

2.5 If there is a conflict between informal discussions, social media content, marketing visuals, voice notes, preliminary quotations and the final written order confirmation, the final written order confirmation will prevail unless Ralph Jacobs made a material false, misleading or deceptive representation.

2.6 Nothing in these Terms excludes, limits or waives any right that cannot lawfully be excluded, limited or waived.

2.7 By using the website, requesting a quote, placing an order, paying a deposit, approving a design, instructing a repair or service, accepting delivery, collecting goods, or otherwise engaging in a transaction with Ralph Jacobs, the customer agrees to be bound by these Terms and the incorporated policy documents to the extent applicable.

3. Important legal notices

3.1 Many Ralph Jacobs items are custom-made, special-order, made-to-size or otherwise manufactured to the customer's selections. Those items are generally treated as special-order goods and are subject to stricter cancellation, return and refund rules.

3.2 Jewellery is subject to ordinary ownership risks, including scratches, dents, plating wear, bent claws or prongs, loosened settings, chain wear, clasp wear, stone damage caused by impact, and other risks described in the Ralph Jacobs Warranty and Care Policy.

3.3 Diamonds, gemstones and moissanite may be sold with or without an independent third-party report or certificate.

3.4 Lead times provided by Ralph Jacobs are generally estimates and minimum production indications, not guaranteed delivery dates, unless a specific date is expressly agreed in writing.

3.5 Certain clauses in these Terms limit risk, allocate responsibility, record acknowledgements, or warn of unusual or serious risks.

4. Definitions and interpretation

4.1 Assisted sales channel means a sale or prospective sale handled wholly or partly by Ralph Jacobs personnel through WhatsApp, telephone, email, social media, video consultation or any similar direct communication channel.

4.2 Business day means any day other than a Saturday, Sunday or official public holiday in South Africa.

4.3 Consumer means a person or customer who qualifies as a consumer under applicable South African law.

4.4 CPA means the Consumer Protection Act, 2008.

4.5 Customer means the purchaser, prospective purchaser, owner of property delivered for service, authorised representative of the purchaser, or any person acting on behalf of such person.

4.6 ECTA means the Electronic Communications and Transactions Act, 2002.

4.7 Goods includes jewellery, loose diamonds, loose gemstones, moissanite, mountings, settings, rings, earrings, chains, pendants, bracelets, wedding bands, engagement rings, bespoke items, repaired items, resized items, engraved items, reports or certificates supplied with such items, and associated packaging or accessories expressly included in the sale.

4.8 Services includes design work, consultations, sourcing, ring sizing assistance, resizing, repairs, polishing, plating, engraving, setting, resetting, tightening, remakes, inspections, valuations or assessment services.

4.9 Special Order Goods means goods that Ralph Jacobs is required or expected to procure, create, manufacture, cast, set, alter, size, engrave, modify or personalise specifically to satisfy a customer's selections, measurements, design instructions or preferences.

5. Eligibility, authority and customer responsibility

5.1 A customer who places an order, requests a quote, approves a design, instructs a repair, authorises a remake, or uses the website represents that the customer is at least 18 years old or is legally competent and properly authorised to do so.

5.2 If a person acts on behalf of another person, company, trust, partnership, close corporation, estate or other entity, that person warrants that they have full authority to bind that person or entity.

5.3 Ralph Jacobs may request proof of identity, authority, legal capacity, age, address, beneficial ownership, source of funds or any other supporting information reasonably necessary to verify an order, payment or instruction.

5.4 It is the customer's responsibility to ensure that all names, addresses, ring sizes, engraving text, stone selections, delivery details and other specifications supplied by the customer are complete and accurate before final approval.

5.5 Ralph Jacobs may rely on the information, measurements, photographs, screenshots, recordings and instructions supplied or confirmed by the customer.

5.6 The customer must notify Ralph Jacobs of any known metal allergies, sensitivity concerns, intended unusual use conditions, or special care issues before the order is accepted.

6. Product information, images, descriptions and approvals

6.1 Ralph Jacobs endeavours to describe goods and services accurately and in sufficient detail to enable an informed decision.

6.2 Website photographs, social-media images, renders, CAD images, videos, product builder visuals and sample images are illustrative.

6.3 Hand-finished and custom jewellery may display small differences in weight, dimensions, finish, symmetry, stone layout, setting profile, prong appearance, polish, engraving placement or other visual detail.

6.4 Natural diamonds and coloured gemstones may contain inclusions, colour zoning, graining, fluorescence, growth features, hue variation and other natural characteristics.

6.5 Silver may tarnish. Gold, silver and platinum may scratch, dent, compress or develop wear marks. White gold rhodium plating may wear off over time.

6.6 The final item will be manufactured according to the final stone actually selected and the final written order summary.

6.7 If mounted stones, total carat weights, millimetre sizes, finger sizes, or metal weights are stated as approximate, reasonable industry tolerances may apply.

6.8 Any variation by Ralph Jacobs is effective only if confirmed in writing by an authorised representative.

7. Diamonds, gemstones, moissanite and independent reports

7.1 Diamonds, gemstones and moissanite may be sold with or without an independent third-party report or certificate.

7.2 Where a diamond, gemstone or moissanite is sold with a report, Ralph Jacobs may identify and assess the stone by reference to the original supplied report, inscription, report number, dimensions, grading details, photographs or any other identifying feature.

7.3 A grading difference, valuation difference or later re-grading difference between laboratories does not by itself constitute a defect, a misdescription, or grounds for cancellation, return, refund or exchange, provided the stone supplied matches the original supplied report reference and Ralph Jacobs has not made a false, misleading or deceptive representation.

7.4 Laboratory reports, appraisals and valuation documents are issued by third parties.

7.5 Appraisals, valuations and insurance-replacement values are opinions only and are not guarantees of resale value, repurchase value, market appreciation or future replacement cost.

7.6 If a report, certificate or laboratory-sealed package is lost, damaged, altered, tampered with, mismatched, or not returned when required, Ralph Jacobs may refuse the claim or require the customer to pay the actual cost of reissue, replacement or re-certification.

7.7 If Ralph Jacobs supplies stones that are laboratory-grown, synthetic, simulated, imitation, treated, composite, filled, coated, enhanced or otherwise materially different from untreated natural stones, Ralph Jacobs will describe them according to the final written specification and applicable law.

7.8 Moissanite is a distinct gemstone material and is not a diamond.

8. Special-order, bespoke and custom-made goods

8.1 Ralph Jacobs does not ordinarily keep all finished goods in stock. Many items are made, sourced, cast, set, engraved, resized or otherwise prepared only after the customer's final selections are received and approved.

8.2 Any item made to the customer's metal choice, stone choice, stone shape, stone size, finger size, engraving text, finish, setting style, design amendment or other preference is treated as Special Order Goods unless Ralph Jacobs expressly confirms otherwise in writing.

8.3 Special Order Goods are generally final-sale items for change-of-mind purposes and are subject to the specific cancellation, return, exchange, refund and repair rules in the Ralph Jacobs Return, Refund, Repair, Exchange and Cancellation Policy and applicable law.

8.4 The customer acknowledges that Ralph Jacobs may incur unrecoverable costs once a custom or special order moves into production.

8.5 Unless Ralph Jacobs agrees otherwise in writing or applicable law requires otherwise, no change, cancellation, redesign or substitution may be made after procurement, casting, manufacture, engraving, setting, resizing or any irreversible process has started.

8.6 If Ralph Jacobs agrees to consider a late change request, additional costs, revised lead times, design fees, labour costs, and fresh approvals may apply.

9. Quotations, website listings and order acceptance

9.1 A quotation, price indication, website listing, social-media listing, product page, catalogue entry, design mock-up or consultation summary is an invitation to do business and not a binding acceptance by Ralph Jacobs, except to the extent applicable law provides otherwise.

9.2 An order placed by a customer is a request or offer to purchase on these Terms, the applicable policy documents and the final agreed specifications.

9.3 An automated website acknowledgement, payment acknowledgement, message-received notification, cart confirmation, quote transmission or consultation message does not by itself mean that Ralph Jacobs has accepted the order.

9.4 An order will generally be regarded as accepted only when Ralph Jacobs sends written order confirmation or acceptance, issues a final invoice after internal approval, commences manufacture or procurement, or dispatches or hands over the goods.

9.5 Ralph Jacobs may decline, suspend or cancel an order before acceptance if the goods or stones are unavailable, if there is a price or content error, if the order appears fraudulent or unlawful, if compliance information is not provided, or if payment cannot be verified.

9.6 If Ralph Jacobs is unable to perform after an order has been accepted, Ralph Jacobs will deal with the matter in accordance with applicable law.

9.7 For transactions concluded otherwise than in person, Ralph Jacobs will provide the customer with disclosures and written sales records required by applicable law.

9.8 The customer must carefully review the final order summary, quotation, product description and selected options before paying or giving final written approval.

10. Pricing, currency, taxes and pricing errors

10.1 Unless clearly stated otherwise, prices are quoted in South African Rand.

10.2 Unless clearly stated otherwise, displayed or quoted consumer prices are intended to include value-added tax where applicable.

10.3 Precious-metal, diamond and gemstone prices may fluctuate.

10.4 Quote validity applies only if the customer meets all attached conditions.

10.5 Ralph Jacobs may correct inadvertent, obvious, typographical, clerical, systems, pricing, content or stock errors, subject to applicable law.

10.6 If an advertisement or listing states a limitation on quantity, time or availability, supply at that price is limited accordingly.

10.7 Bank fees, card-acquiring fees, payment-gateway fees, conversion costs, reversal costs and similar third-party transaction charges may be deducted only where permitted.

10.8 The customer is responsible for customs duties, import taxes, local handling charges, bank charges, foreign exchange costs or other cross-border charges payable outside South Africa unless Ralph Jacobs expressly agrees otherwise in writing.

11. Payment, deposits, title and anti-fraud controls

11.1 Ralph Jacobs may accept only those payment methods displayed or approved for the relevant transaction.

11.2 Ralph Jacobs may require full payment, a deposit, staged payments, cleared funds, or a particular payment method before accepting or proceeding with an order.

11.3 Unless Ralph Jacobs expressly agrees otherwise in writing, manufacture, procurement, setting, engraving, dispatch, release or collection may be delayed until the required payment has cleared.

11.4 Deposits secure workshop capacity, sourcing allocation, design work and procurement commitment and may be non-refundable to the extent permitted by law.

11.5 Ralph Jacobs may conduct fraud prevention, payment security, verification and screening checks.

11.6 The customer must not use chargebacks, payment reversals or card disputes as a substitute for contractual and statutory complaint processes, except where lawfully entitled to do so.

11.7 Title in goods remains with Ralph Jacobs until full cleared payment has been received.

11.8 If the customer owes Ralph Jacobs any amount, Ralph Jacobs may retain possession of goods or property already in Ralph Jacobs' lawful possession to the extent permitted by law.

12. Compliance, identity verification and regulatory holds

12.1 Ralph Jacobs may request identity documents, address confirmation, beneficial ownership information, source-of-funds information, sanctions-screening information, anti-money-laundering information, payment verification documents, proof of authority or any other information reasonably required.

12.2 Ralph Jacobs may suspend processing, decline manufacture, refuse collection or delivery, refuse to conclude or continue a transaction, or cancel a transaction if satisfactory documents are not provided within the time requested.

12.3 Refunds in such circumstances will be dealt with subject to applicable law, actual unrecoverable costs already incurred, and lawful deductions.

12.4 Ralph Jacobs may make any disclosure, report, filing or communication required or permitted by law.

12.5 If the customer provides false, incomplete or misleading information, Ralph Jacobs may refuse or terminate the transaction to the extent permitted by law.

13. Manufacturing lead times, availability and event planning

13.1 Ralph Jacobs may provide manufacturing or sourcing estimates, including a minimum lead time of 20 working days for many made-to-order items. Unless expressly guaranteed in writing, any lead time is an estimate only.

13.2 Lead times ordinarily run only from the later of full or required cleared payment, final written specification approval, final ring size confirmation where relevant, and confirmation that selected materials or stones are available.

13.3 Lead times may be extended because of sourcing constraints, stone availability, manufacturing complexity, hand-finishing, public holidays, load-shedding, courier or shipping disruption, laboratory delays, compliance checks, force majeure, or other events beyond Ralph Jacobs' reasonable control.

13.4 Ralph Jacobs is not responsible for proposal plans, weddings, travel, photography sessions, ceremonies, gifting events, venue bookings or other arrangements made before goods are actually received.

13.5 If any selected component, stone, report or material becomes unavailable, Ralph Jacobs may offer an alternative subject to customer approval, or may cancel and refund as required by law.

13.6 Ralph Jacobs will not make any material substitution of metal type, primary stone type, primary stone shape or other key agreed specification without the customer's consent, unless permitted by law or the final written order.

14. Ring sizes, engraving text and customer approvals

14.1 Ring fit depends on finger shape, knuckle size, temperature, weather, hydration and other physiological factors.

14.2 If Ralph Jacobs offers sizing assistance and the customer declines, ignores or fails to use it properly, Ralph Jacobs is not responsible for an incorrect size later confirmed by the customer.

14.3 Engraving text, spelling, dates, initials, symbols and other personalised wording are manufactured strictly according to the customer's final written approval.

14.4 If the customer approves a CAD image, final render, wax, drawing, stone option, engraving proof or final order summary, Ralph Jacobs is entitled to rely on that approval.

15. Delivery, collection, inspection and shipping

15.1 Delivery arrangements, courier identity where known, delivery charges and collection options will be communicated before or at the time the transaction is concluded.

15.2 Delivery dates and dispatch dates are estimates unless expressly guaranteed in writing.

15.3 Unless the law provides otherwise, risk in goods passes to the customer when goods are delivered to and accepted by the customer or authorised recipient, or collected by the customer or nominated carrier.

15.4 If the customer arranges collection through their own carrier, courier, agent or representative, that person acts on the customer's behalf.

15.5 The customer must inspect goods on collection or as soon as reasonably possible after delivery and must report visible transit damage, shortages or obvious discrepancies promptly.

15.6 The customer is responsible for accurate delivery and collection details and for ensuring that an authorised recipient is available.

15.7 Ralph Jacobs may require proof of identity, order number, payment confirmation, written authority or other reasonable security checks before releasing goods.

15.8 For cross-border deliveries, the customer is responsible for ensuring that goods may lawfully be imported, possessed and used in the destination country.

16. Returns, refunds, exchanges, repairs and cancellation rights

16.1 Returns, refunds, exchanges, repairs, return authorisations, restocking positions, return administration fees, stone verification periods, courier rules, online cooling-off rights, direct-marketing rescission rights and special-order restrictions are governed primarily by the Ralph Jacobs Return, Refund, Repair, Exchange and Cancellation Policy.

16.2 The customer must follow the return procedures, authorisation requirements, timing requirements and documentation requirements in the Return Policy.

16.3 Nothing in these Terms creates a broader return, refund, exchange or cancellation right than the rights expressly provided by the Return Policy or applicable law.

16.4 No goodwill or discretionary return, refund, exchange or cancellation will be processed where the customer fails to comply with the Return Policy process, unless Ralph Jacobs waives that requirement in writing.

17. Warranty, care, maintenance and extended warranties

17.1 The Ralph Jacobs Warranty and Care Policy forms part of these Terms.

17.2 Ralph Jacobs provides the minimum warranty required by applicable law unless a broader written warranty is expressly provided.

17.3 Any extended warranty, maintenance plan, service contract, upgrade programme or enhanced after-sales benefit applies only if separately sold or granted in writing.

17.4 Routine maintenance, cleaning, polishing, plating, prong checks, tightening, resizing and inspections are ordinary ownership costs unless expressly included in writing.

17.5 A voluntary warranty or extended warranty may be voided to the extent permitted by law if the goods are misused, abused, subjected to impact damage, negligently handled, worn contrary to care instructions, chemically exposed, altered by a third party, or repaired, resized, engraved or reset by anyone other than Ralph Jacobs.

18. Repairs, resizing, remakes and customer-owned property

18.1 Repairs, resizing, resetting, engraving, plating, polishing or other services are performed subject to the CPA, these Terms, the Warranty and Care Policy, and any item-specific risk notice or service estimate.

18.2 Jewellery can contain hidden weaknesses, porosity, hairline fractures, pre-existing damage, prior poor-quality repairs, worn claws, work-hardened metal, heat-sensitive stones, cleavage planes and invisible structural issues.

18.3 If Ralph Jacobs warns the customer of an unusual or item-specific repair risk before work begins and the customer authorises the work, the customer accepts that disclosed risk to the fullest extent permitted by law.

18.4 Ralph Jacobs does not guarantee that a repaired, resized, replated, polished or remade item will be identical to its pre-service condition.

18.5 Any estimate for repair or service work may be revised if hidden damage, additional necessary work, unavailable components or extra labour become apparent after inspection.

18.6 Ralph Jacobs retains all common-law and contractual lien rights over customer property in its possession for unpaid amounts lawfully due.

18.7 Removed parts and materials will be returned or dealt with in accordance with applicable law, warranty conditions, insurance instructions and any written customer direction.

18.8 Ralph Jacobs may charge reasonable storage fees after notifying the customer that repaired or serviced goods are ready for collection, to the extent permitted by law.

19. Customer-supplied stones, metals, heirloom jewellery and outside materials

19.1 Ralph Jacobs is not obliged to accept customer-supplied stones, metals, mountings, findings, existing jewellery, heirloom pieces, lab reports or other third-party materials.

19.2 If Ralph Jacobs agrees to work with customer-supplied materials or heirloom items, Ralph Jacobs may require a signed risk acknowledgement, inspection form, valuation or intake document.

19.3 Customer-supplied and heirloom goods may carry hidden fractures, chips, cleavage, brittleness, prior treatment, wear, porosity, solder joints, thinning metal, historic damage or weaknesses.

19.4 Ralph Jacobs does not warrant the authenticity, grading, treatment history, structural integrity, previous repair quality, origin or value of customer-supplied items unless expressly stated in writing.

19.5 If a customer-supplied item proves unsuitable, unsafe or impractical, Ralph Jacobs may refuse to proceed, stop work, or require revised instructions and charges.

20. Reports, valuations, authenticity and third-party information

20.1 Ralph Jacobs may rely on information supplied by laboratories, insurers, couriers, refiners, setters, manufacturers, payment providers, stone suppliers or other third parties.

20.2 Authenticity testing, matching, grading, treatment identification, damage-causation analysis, inscription confirmation or laboratory verification may require third-party expertise and time.

20.3 Unless expressly agreed in writing, Ralph Jacobs does not provide legal, tax, investment, insurance, medical, appraisal, auction, buy-back or resale advice.

20.4 No value indication, resale discussion, trade-in discussion, replacement-value estimate or market commentary should be treated as a guaranteed future outcome or promise to repurchase.

21. Website use, electronic sales channels and platform terms

21.1 These Terms also regulate use of the Ralph Jacobs website, ring builder, product configurators, online content, downloadable materials and official Ralph Jacobs assisted sales channels.

21.2 The website and assisted sales channels are intended for lawful browsing, ordering, enquiry, customer support and related legitimate purposes only.

21.3 Ralph Jacobs may suspend or restrict website access, order-processing ability, quote access or account access if Ralph Jacobs reasonably suspects unlawful use, technical abuse, fraudulent activity or breach of these Terms.

21.4 Third-party platforms may have their own terms, outages, security controls and usage limits.

21.5 Customers must use only official Ralph Jacobs contact details and channels.

21.6 For website transactions, customers must use the review, correction and confirmation steps made available before final submission.

21.7 Where Chapter VII of ECTA applies, Ralph Jacobs intends the website to make available the supplier and transaction information required by law.

22. Website content, intellectual property and design rights

22.1 All website content, trade marks, logos, brand elements, photographs, renders, CAD files, sketches, designs, text, videos, software, layout, ring builder outputs, downloadable content and databases used by Ralph Jacobs remain the property of Ralph Jacobs or its licensors unless clearly stated otherwise.

22.2 The customer receives no intellectual property right, licence, ownership transfer or reproduction right merely because the customer purchased goods or requested a quote.

22.3 Unless Ralph Jacobs expressly agrees otherwise in writing, all custom design drawings, CAD models, manufacturing files and design concepts created by Ralph Jacobs remain the intellectual property of Ralph Jacobs.

22.4 The customer may not copy, reproduce, frame, scrape, modify, publish, reverse engineer, distribute, sell, license, create derivative works from, or otherwise exploit Ralph Jacobs content or design assets without written consent.

22.5 If the customer supplies artwork, logos, photographs, sketches, slogans, engraving text, design references or other material, the customer warrants that they have the right to use that material and grants Ralph Jacobs a licence to use it for the transaction.

22.6 The customer indemnifies Ralph Jacobs and the Protected Parties against third-party intellectual property claims arising from materials or instructions supplied by the customer, to the fullest extent permitted by law.

23. Privacy, direct marketing and personal information

23.1 Ralph Jacobs processes personal information for quotations, order fulfilment, manufacture, delivery, repairs, customer support, warranty administration, regulatory compliance, fraud prevention, payment processing, record keeping and dispute resolution, subject to applicable law including POPIA.

23.2 Ralph Jacobs may process the personal information of purchasers, recipients, authorised collectors, repair customers, representatives and other relevant persons.

23.3 Ralph Jacobs may share personal information with payment providers, couriers, laboratories, insurers, compliance service providers, professional advisers, regulators, law-enforcement bodies, courts or service providers where necessary.

23.4 Ralph Jacobs may communicate with customers by email, telephone, SMS, WhatsApp or other reasonable channels for transactional, service, fraud-prevention, legal and order-related purposes.

23.5 Marketing communications will be handled subject to applicable law. A customer may opt out of non-essential direct marketing.

23.6 Where a transaction results from direct marketing, applicable statutory cooling-off or rescission rights will be dealt with under the Return Policy and applicable law.

24. Electronic contracting, records and communications

24.1 Data messages may be used to negotiate, conclude, evidence, amend, approve and administer transactions to the extent permitted by law.

24.2 Information, approvals, signatures, initials, tick-box acceptances, click-wrap acceptances, OTP confirmations, typed names, scanned signed documents, email approvals, WhatsApp confirmations and similar methods may constitute valid electronic acceptance or signature where permitted.

24.3 Ralph Jacobs may keep electronic records reasonably connected to a transaction or dispute, subject to applicable law.

24.4 A data message sent by Ralph Jacobs is regarded as received when it reaches the customer's designated or used information system and is capable of being retrieved and processed.

24.5 The customer is responsible for notifying Ralph Jacobs promptly if contact details change.

24.6 No acknowledgement of receipt by the customer is required for a communication to be legally effective unless Ralph Jacobs expressly states otherwise in writing.

25. Bank details, payment instructions and cyber-fraud warning

25.1 Customers must exercise caution in relation to bank details, payment requests and payment confirmations transmitted electronically.

25.2 If banking details appear to change, if a payment request is unusual, or if the customer is uncertain, the customer must verify details directly with Ralph Jacobs using independently verified official contact details.

25.3 Ralph Jacobs is not liable for payments made to a fraudulent third-party account or imposter account following spoofed, intercepted or unauthorised communications not issued by Ralph Jacobs, unless the loss was caused by Ralph Jacobs' own failure to exercise reasonable care or liability that cannot lawfully be excluded.

25.4 Ralph Jacobs may require proof of payment, source confirmation, account-holder confirmation or other verification before recognising payment or releasing goods.

26. Promotions, vouchers, coupons and goodwill concessions

26.1 Any promotion, goodwill concession, discount, voucher, coupon, store credit, trade-in, upgrade, repair concession or ex gratia arrangement is subject to its specific written terms.

26.2 No goodwill concession creates a legal precedent or ongoing entitlement.

26.3 Store credits, vouchers or replacement benefits issued on a discretionary basis may be subject to time limits, channel limits, non-transferability, exclusions and other written conditions.

27. Warnings, care obligations and unusual risks

27.1 Jewellery is not indestructible. Daily wear, manual work, sport, gym use, sleeping, swimming, showering, gardening, lifting, chemicals, cosmetics, perfumes, lotions, hair products, chlorine, salt water, extreme heat, sudden impact and snagging can damage metal, plating, claws, settings, chains, clasps and stones.

27.2 Diamonds are hard but can chip or cleave when struck in certain ways. Coloured gemstones vary widely in hardness, toughness, treatment history and care requirements.

27.3 Small jewellery parts, loose stones or broken settings may present choking, swallowing, scratching or other hazards, especially for children.

27.4 The customer must follow the Ralph Jacobs Warranty and Care Policy and any product-specific instructions supplied.

27.5 Where Ralph Jacobs draws an unusual or serious risk to the customer's attention, the customer acknowledges that risk to the fullest extent permitted by law.

28. Customer obligations after delivery or collection

28.1 The customer must store jewellery safely, keep reports and proof of purchase secure, inspect settings periodically, stop wearing any item that becomes loose or damaged, and obtain suitable independent insurance for valuable goods.

28.2 The customer must not continue wearing an item once a loose stone, lifted claw, cracked shank, unreliable clasp, bent earring post, broken chain, severe plating wear or other condition requiring attention is noticed.

28.3 The customer must not rely on social-media care tips, third-party internet advice or home repair methods in place of professional jewellery care.

28.4 The customer must not permit third-party alteration, repair, resizing, engraving, setting or other work before Ralph Jacobs has had a reasonable opportunity to inspect a warranty or complaint issue, unless urgent circumstances or the law justify otherwise.

29. Complaints, internal resolution and dispute handling

29.1 Any complaint, claim, dispute, chargeback concern, warranty issue, delivery dispute, quality complaint, grading complaint or service complaint must first be addressed directly to Ralph Jacobs at legal@ralphjacobs.co.za with full supporting details.

29.2 The customer must provide all reasonably necessary information to enable Ralph Jacobs to assess the matter.

29.3 Ordinary complaints will ordinarily be investigated within 30 days. Complaints involving diamond or gemstone verification, certificate mismatches, switching allegations, fraud concerns, damage causation, third-party laboratory verification or other specialist assessment may take up to 90 days or longer.

29.4 The customer agrees not to commence duplicate or overlapping recovery processes in bad faith while Ralph Jacobs is actively investigating the complaint, without limiting non-excludable statutory rights.

30. Ombud, ADR, courts and jurisdiction

30.1 If a complaint cannot be resolved internally, the customer may use any complaint, ombud, tribunal or court route available under applicable law.

30.2 To the extent permitted by law, the customer consents in terms of section 45 of the Magistrates' Courts Act to the jurisdiction of the Magistrates' Court having jurisdiction over Ralph Jacobs' principal place of business in Secunda, Mpumalanga.

30.3 Except where prohibited by law or inappropriate, the parties should first attempt a cost-effective resolution in good faith before starting formal litigation.

30.4 Nothing in these Terms obliges a consumer to use one exclusive forum where the law gives that consumer a choice.

31. Limitation of liability and protected parties

31.1 To the fullest extent permitted by law, Ralph Jacobs and the Protected Parties are not liable for indirect, consequential, incidental, punitive, exemplary or special damages.

31.2 To the fullest extent permitted by law, Ralph Jacobs and the Protected Parties are not liable for loss, theft, damage, deterioration, breakage, stone loss, plating wear, scratching or other harm arising after delivery or collection due to normal wear and tear, misuse, abuse, impact, snagging, chemical exposure, neglect, accident, failure to maintain the item, third-party handling or unauthorised repair.

31.3 To the fullest extent permitted by law, Ralph Jacobs and the Protected Parties are not liable for losses caused by force majeure, supplier default, courier disruption, government action, power or network outage, customs delay, cyber incident by a third party, payment-provider failure, laboratory delay or any other event beyond Ralph Jacobs' reasonable control.

31.4 The limitations, exclusions, defences, waivers and protections in these Terms are stipulated for the benefit of Ralph Jacobs and each Protected Party.

31.5 Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

32. Customer indemnities

32.1 To the fullest extent permitted by law, the customer indemnifies Ralph Jacobs and the Protected Parties against third-party claims, costs and losses arising from the customer's breach of these Terms, unlawful use of the website, infringement of third-party rights through customer-supplied materials, false statements supplied by the customer, or unlawful instructions.

32.2 No indemnity requires the customer to indemnify Ralph Jacobs or any Protected Party for loss caused solely by Ralph Jacobs' own fraud, wilful misconduct, gross negligence where prohibited, or any liability that cannot lawfully be shifted to the customer.

33. Force majeure

33.1 Ralph Jacobs is not in breach of these Terms and is not liable for delay, non-performance, interruption or failure caused by events beyond Ralph Jacobs' reasonable control.

33.2 Ralph Jacobs will use reasonable efforts to mitigate the effect of a force majeure event where practicable, but lead times and performance obligations may be extended accordingly.

33.3 If a force majeure event makes performance permanently impossible, Ralph Jacobs may cancel the affected transaction and refund amounts to the extent required by law after deducting any amount lawfully deductible.

34. Foreign customers, cross-border transactions and mandatory laws

34.1 Ralph Jacobs conducts business primarily from South Africa and these Terms are drafted primarily for South African law.

34.2 If Ralph Jacobs agrees to supply goods or services to a customer outside South Africa, the customer remains responsible for compliance with foreign import rules, customs rules, taxes, local product restrictions and destination-country laws.

34.3 Subject to clause 30 and applicable conflict-of-law rules, these Terms and any dispute arising from them are governed by the law of the Republic of South Africa.

34.4 Where Chapter VII of ECTA applies to an electronic consumer transaction, the protections of that Chapter apply irrespective of the legal system otherwise applicable to the agreement.

35. Entire agreement, changes, severability and general provisions

35.1 The contract between Ralph Jacobs and the customer ordinarily consists of the final order confirmation, final quote or invoice, these Terms, incorporated core commercial policies, any disclosed specialist policy, signed acknowledgements or risk notices, and any other document expressly incorporated in writing.

35.2 Any waiver, indulgence or concession by Ralph Jacobs is valid only if recorded in writing by an authorised representative.

35.3 No failure or delay by Ralph Jacobs to enforce any right amounts to a waiver of that right.

35.4 If any provision of these Terms is unlawful, void or unenforceable, that provision must be severed or read down to the minimum extent necessary, and the remainder will continue in force.

35.5 Ralph Jacobs may amend these Terms from time to time by publishing an updated version on its website or making it available in-store.

35.6 These Terms are drafted in English and in plain language as far as reasonably possible.

35.7 The customer may not cede, assign, delegate or transfer any rights or obligations without Ralph Jacobs' prior written consent.

35.8 Ralph Jacobs system records, invoices, dispatch records, payment confirmations, email records, message logs, laboratory references, CCTV images, photographs, signed delivery records and collection records may constitute prima facie evidence of the relevant fact in the absence of manifest error.

35.9 These Terms do not create a partnership, agency, employment relationship or joint venture between Ralph Jacobs and the customer.

35.10 Any provision intended to survive termination, cancellation, return, refund, dispute or completion of the transaction will survive.

36. Contact details

36.1 Orders, complaints, returns, warranty queries, compliance queries and legal notices may be directed to Ralph Jacobs at legal@ralphjacobs.co.za or +27 87 551 7635.

36.2 Physical address for visits by arrangement, collections and legal service where appropriate: Street No. 1, Kiewiet Street, Lake Umuzi Waterfront, Shop 6B Ralph Jacobs, Secunda, Mpumalanga, South Africa.

36.3 Website information and policy documents are available from ralphjacobs.co.za.

Ralph Jacobs Return, Refund, Repair, Exchange and Cancellation Policy

Issued by: Coscoroba Group Holdings (Pty) Ltd trading as Ralph Jacobs South Africa

Registration number: 2019/101093/07

Version: Version 2.0

Effective date: 21 April 2026

Important notice

Most Ralph Jacobs items are made to order or manufactured to customer specifications. Special-order goods are generally final sale for change-of-mind purposes unless applicable law provides otherwise.

Statutory defect remedies, service-quality remedies and any non-excludable rights under the CPA, ECTA or other applicable law always prevail.

1. Supplier details

1.1 This Ralph Jacobs Return, Refund, Repair, Exchange and Cancellation Policy applies to all sales by Coscoroba Group Holdings (Pty) Ltd trading as Ralph Jacobs South Africa.

1.2 Registration number: 2019/101093/07.

1.3 Website: ralphjacobs.co.za. Telephone: +27 87 551 7635. Email: legal@ralphjacobs.co.za.

1.4 Physical address: Street No. 1, Kiewiet Street, Lake Umuzi Waterfront, Shop 6B Ralph Jacobs, Secunda, Mpumalanga, South Africa.

1.5 Ralph Jacobs is a jewellery retailer and supplier. Sales may be concluded in-store, on the website, and through assisted channels including WhatsApp, telephone, email and social media platforms.

2. Purpose, scope and legal notice

2.1 This Policy governs returns, refunds, repairs, exchanges, order changes and cancellations for jewellery, loose diamonds, loose gemstones, custom commissions, made-to-order goods, resized goods, engraved goods, repaired goods and any related services supplied by Ralph Jacobs.

2.2 Most Ralph Jacobs goods are manufactured, sourced, cast, set, finished or altered only after the customer confirms the final specifications. This means many Ralph Jacobs items are special-order goods made to the customer's selections and preferences.

2.3 This Policy is intended to comply with the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, and applicable anti-money laundering or regulatory obligations where those laws apply.

2.4 Nothing in this Policy excludes, restricts or limits any right that cannot lawfully be excluded, restricted or limited.

2.5 This Policy must be read together with the final written quote, invoice, order summary, proof of order, laboratory report details, product page description and any written care or warranty information supplied by Ralph Jacobs.

3. Definitions

3.1 Special-order goods means any goods that Ralph Jacobs is required or expected to procure, design, manufacture, cast, set, alter, size, engrave, finish, personalise, modify or supply specifically to satisfy a customer's requirements, selections or preferences.

3.2 Discretionary return means any return, exchange, credit, cancellation or refund that Ralph Jacobs accepts as a goodwill concession and not because the law requires it.

3.3 Return Authorisation Number or RAN means the return approval number issued by Ralph Jacobs before any item may be sent, delivered or presented back for return, exchange, repair assessment or refund assessment.

4. General position

4.1 Because Ralph Jacobs generally does not keep finished stock and manufactures or sources goods according to the customer's selections, most sales are treated as special-order transactions and are final sale, except to the extent that non-excludable law provides otherwise.

4.2 Ralph Jacobs focuses, to the fullest extent permitted by law, on repair, resizing, remake, resetting, exchange, store credit or partial credit rather than full cash refunds for non-defective goods.

4.3 There is no general in-store cooling-off right for change of mind, buyer's remorse, relationship changes, event cancellation, incorrect customer selection, incorrect customer size, budget changes or preference changes.

4.4 For website and other electronic transactions, any statutory cooling-off right applies only where the law says it applies.

4.5 For assisted sales concluded by WhatsApp, telephone, email or social media, the customer must carefully review the final written order summary, invoice, product description, stone details and ring size before payment and final approval.

4.6 Nothing in this section affects a customer's rights in relation to defective goods, unsafe goods, incorrect goods, or goods that do not materially conform to the agreed specifications.

5. Special-order goods and items not eligible for discretionary return or refund

5.1 Unless the law requires otherwise, Ralph Jacobs is under no obligation to accept a discretionary return, exchange or refund for any special-order goods.

5.2 Custom-made jewellery, made-to-order jewellery, goods manufactured to a customer's ring size, selected stone type, stone shape, stone size or metal type, engraved goods, personalised goods, altered goods, resized goods and any item produced or modified specifically for a particular customer are not eligible for discretionary return, exchange or refund unless the law requires otherwise.

5.3 Worn, used, damaged, scratched, polished, resized, engraved, altered, repaired, re-set, treated or modified items are not eligible for discretionary return if the condition of the item has changed after delivery or collection, subject always to non-excludable statutory rights.

5.4 Pierced earrings, body jewellery, opened sealed goods, and any item that cannot lawfully or safely be resold for hygiene, public health or similar reasons are not eligible for discretionary return once supplied or worn, subject always to non-excludable statutory rights.

5.5 Goods returned without original proof of purchase, without the original supplied laboratory report where one was supplied, or with damaged, altered, incomplete, mismatched or missing documentation may be rejected for discretionary return or may attract actual reissue, re-certification or replacement costs where available.

5.6 Non-defect reasons that do not qualify for a discretionary refund or exchange include: an engagement, proposal, wedding or gifting plan did not proceed; the customer changed their mind; the customer ordered the wrong item; the customer selected the wrong shape, size, ring size or metal type; the customer no longer wants the item; or the customer found a different preference after production had begun.

6. Customer approvals, sizing, compatibility and order accuracy

6.1 The customer is responsible for checking the final written order summary before payment or final written approval.

6.2 If the customer declines a complimentary ring sizer, sizing guidance, sizing kit or in-store measurement service, does not use the sizing aid correctly, or confirms a size without using it, any later issue regarding fit will be treated as a chargeable after-sales service and not as a manufacturing defect or ground for refund.

6.3 Ring fit can be affected by finger shape, knuckle size, temperature, hydration, weather and other physiological factors. A ring size confirmed by the customer is deemed approved by the customer for production purposes.

6.4 If Ralph Jacobs manufactures contrary to the final written order summary approved by the customer, that will be treated as an error by Ralph Jacobs.

7. Order changes, cancellations, deposits and production-stage restrictions

7.1 Before processing or production starts, Ralph Jacobs may, in its discretion, consider a request to change or cancel an order.

7.2 Once processing or production has started, the order may not be changed or cancelled except to the extent that the law requires otherwise.

7.3 Deposits secure design time, sourcing, workshop capacity and production allocation. A deposit is non-refundable to the extent of actual non-recoverable costs, lawful charges and value already committed or consumed in relation to that order.

7.4 If Ralph Jacobs exceptionally agrees to a change after production has started, additional charges may apply, the lead time may restart or extend, and previous quotations may no longer apply.

8. Defective goods, incorrect goods, service defects and statutory remedies

8.1 If goods supplied by Ralph Jacobs are unsafe, defective, not of good quality, not reasonably durable, not fit for the purpose accepted by Ralph Jacobs, materially not as ordered, or otherwise fail to comply with the CPA, the customer has the rights provided by law.

8.2 Subject to the CPA, within six months after delivery of goods, a customer may return goods that fail to satisfy the standards in section 55 of the CPA, without penalty and at Ralph Jacobs' risk and expense, and may direct Ralph Jacobs to repair, replace or refund as the law provides.

8.3 If Ralph Jacobs repairs goods and the same defect or a further defect appears within three months after that repair, Ralph Jacobs will comply with the remedy required by the CPA.

8.4 If the issue concerns services performed by Ralph Jacobs, including resizing, polishing, engraving, setting, resetting or other workshop services, the customer has the service-quality rights provided by section 54 of the CPA.

8.5 If a customer believes an item is defective, incorrect or damaged, the customer must stop using the item as soon as reasonably possible and notify Ralph Jacobs promptly.

9. Diamonds, gemstones, reports and grading variance

9.1 Diamonds and gemstones may be sold either with or without an independent third-party laboratory report.

9.2 Where a diamond or gemstone is sold without an independent laboratory report and that fact was disclosed before the sale was concluded, the absence of such report is not a defect, misdescription or ground for return, cancellation, exchange or refund by itself.

9.3 Laboratory reports are issued by independent third parties and reflect the issuing laboratory's opinion as at the date of issue.

9.4 A later re-grading, valuation or opinion that differs from the original or supplied report is not, by itself, proof of a defect, misdescription or ground for return, provided the stone supplied matches the original or supplied report reference and Ralph Jacobs has not made a false, misleading or deceptive representation.

9.5 Any request to return or exchange a loose diamond, loose gemstone, or an item containing a diamond or gemstone must be lodged within seven calendar days after collection or delivery. This seven-day period is a notification and assessment window only and is not an automatic right to a refund.

9.6 Every stone-related return or exchange request must be accompanied by the original supplied laboratory report where one was supplied.

9.7 Any stone-related return, exchange or dispute may take up to 90 calendar days, and longer if delayed by the relevant laboratory, insurer, security process or specialist verifier.

10. Return authorisation procedure, packaging, insurance and courier risk

10.1 No item may be returned, exchanged or presented for refund assessment without first obtaining a Return Authorisation Number from Ralph Jacobs.

10.2 To request a RAN, the customer must email legal@ralphjacobs.co.za with the proof of purchase, order number, full reason for the request, photographs or videos if requested, and all relevant certificate or report numbers.

10.3 Once a RAN has been issued, the customer must return the item strictly in accordance with Ralph Jacobs' written instructions and within the period stated in the RAN communication.

10.4 All returned goods must be packed in concealed, unbranded and unmarked outer packaging, with adequate internal protection against loss, movement, scratching, chipping, crushing or damage.

10.5 The customer is responsible for ensuring that returned goods are correctly packaged and adequately insured for the full replacement value while in transit.

11. Fees, deductions, transaction charges and refund method

11.1 For discretionary returns only, Ralph Jacobs may charge a returns administration fee. The current administration fee is R500.00 per return request.

11.2 For discretionary returns only, Ralph Jacobs may also charge or deduct actual direct costs including courier, collection, insurance, secure handling, cleaning, polishing, rhodium re-plating, workshop assessment, engraving removal where feasible, resizing or remake costs already incurred, re-certification or laboratory verification costs, replacement packaging and any reasonable cancellation or restocking charge permitted by law.

11.3 Any third-party bank charges, card acquiring fees, payment-gateway fees, reversal charges, foreign exchange or settlement losses, or similar transaction costs actually incurred by Ralph Jacobs may be deducted from a discretionary cancellation, discretionary refund, goodwill return or other discretionary credit to the extent permitted by law.

11.4 No deduction will be made where a full refund is required by law or where a particular deduction is prohibited by law.

12. Matters that are not manufacturing defects or refund grounds

12.1 The following are ordinarily treated as normal wear and tear, accidental damage, misuse, customer-caused damage, inherent or natural characteristics, or matters outside Ralph Jacobs' manufacturing responsibility:

• Surface scratches, scuffs, dents, flattening, deformation, bent claws or prongs, clasp wear, chain wear and general everyday wear.
• Rhodium plating wear, colour change, finish dulling, oxidation, tarnish, patina or chemical reaction.
• Loosened or lost stones caused by impact, snagging, pressure, accidental knocks, continued wear after looseness became apparent, failure to have claws or settings checked, third-party work, or other events occurring after delivery.
• Chips, abrasions, fractures, clouding or other stone damage caused by impact, heat, chemicals, cleaning practices, accidental damage, or the natural vulnerability of a particular gemstone species.
• Natural inclusions, growth features, colour zoning, fluorescence, grain lines, shade variation or other naturally occurring characteristics of diamonds and gemstones.
• Variations caused by lighting, photography, screen settings, CAD renderings or hand-finishing, provided the item materially conforms to the agreed written specification.
• Incorrect ring size where the customer confirmed the size, declined or failed to use a sizing aid offered by Ralph Jacobs, or gave incorrect sizing information.

13. Repairs, resizing, maintenance and aftercare

13.1 To the fullest extent permitted by law, Ralph Jacobs prefers repair, resizing, resetting, adjustment, remake, exchange or store credit over full refunds for non-defective goods.

13.2 Routine maintenance, re-plating, polishing, claw checks, tightening and resizing are normal ownership costs unless Ralph Jacobs expressly included them in writing at the time of sale.

13.3 Certain designs, settings, eternity rings, patterned bands, tension-style settings or gemstone arrangements may not be safely resizable or may only be resizable within limited ranges.

13.4 Third-party repair, resizing, polishing, engraving or alteration may void any voluntary warranty offered by Ralph Jacobs in respect of the affected part of the item, but does not remove any statutory right that cannot lawfully be excluded.

14. Lead times, delivery, availability and event planning

14.1 Ralph Jacobs' stated manufacturing time of 20 working days is a minimum estimated lead time only. It is not a guaranteed completion, dispatch or delivery date unless Ralph Jacobs expressly agrees a fixed date in writing.

14.2 Lead times run only from the latest of: receipt of cleared payment or deposit; final written approval of the specifications; confirmation that the selected stone or materials are available; and receipt of any documents or information required for compliance or release.

14.3 Lead times may be extended by stone sourcing, supplier delays, CAD approval delays, workshop congestion, public holidays, certification or hallmarking delays, courier delays, power or network interruptions, force majeure, regulatory requirements, or customer-requested changes.

14.4 Customers must not make proposal, wedding, travel, gifting or other time-critical arrangements solely on the assumption that an item will be ready within the minimum estimated lead time.

15. FICA, regulatory and compliance requirements

15.1 Where Ralph Jacobs is required by law, an internal compliance programme, a bank, a payment provider, an insurer or a competent authority to obtain FICA, KYC, beneficial ownership, source-of-funds, sanctions-screening or other regulatory information or documents, the customer must provide the requested documents and information within the time stated by Ralph Jacobs.

15.2 Ralph Jacobs may suspend processing, decline to manufacture, refuse to conclude or continue the transaction, withhold release, collection or delivery, or cancel the transaction if satisfactory information or documentation is not provided in time or if Ralph Jacobs cannot complete the required due diligence.

16. Complaints, internal resolution, ADR and jurisdiction

16.1 Any customer who is dissatisfied must first send a written complaint, together with the supporting documents, photographs, report numbers and order details, to legal@ralphjacobs.co.za and allow Ralph Jacobs a reasonable opportunity to investigate and propose a resolution.

16.2 Ordinary complaints will ordinarily be investigated within 30 days. Complaints involving diamond or gemstone verification, report mismatches, switching allegations, grading disputes, damage causation, fraud prevention or regulatory verification may take up to 90 days or longer if third-party verification is delayed.

16.3 If a complaint cannot be resolved internally, the customer may escalate the matter to the Consumer Goods and Services Ombud, the National Consumer Commission, a provincial consumer authority or consumer court where available, the National Consumer Tribunal where competent, the Small Claims Court if the claim falls within that court's jurisdictional limits and the claimant is legally eligible to use it, or any other competent forum or court permitted by law.

17. General clauses

17.1 Ralph Jacobs may amend this Policy from time to time by publishing an updated version on its website or making it available in-store.

17.2 Any indulgence, delay or failure by Ralph Jacobs to enforce any right under this Policy does not amount to a waiver of that right.

17.3 If any provision of this Policy is held invalid, unenforceable or unlawful, that provision must be severed or read down to the minimum extent necessary, and the remaining provisions will remain in force.

17.4 This Policy is drafted in plain language and must, where reasonably capable of more than one meaning, be interpreted in accordance with applicable South African consumer law.

Contact for returns, complaints and RAN requests

Email: legal@ralphjacobs.co.za

Telephone: +27 87 551 7635

Physical address: Street No. 1, Kiewiet Street, Lake Umuzi Waterfront, Shop 6B Ralph Jacobs, Secunda, Mpumalanga, South Africa.

Ralph Jacobs Shipping, Delivery and Collection Policy

Issued by: Coscoroba Group Holdings (Pty) Ltd trading as Ralph Jacobs South Africa

Registration number: 2019/101093/07

Version: Version 2.0

Effective date: 21 April 2026

Important notice

Estimated dispatch dates and transit periods are estimates only unless Ralph Jacobs expressly agrees a specific date in writing through an authorised representative.

Customer-arranged addresses, third-party recipients, safe-drop instructions and reroutes should always be recorded before booking so that high-value delivery risk is clear.

1. Supplier details

1.1 This Ralph Jacobs Shipping, Delivery and Collection Policy is issued by Coscoroba Group Holdings (Pty) Ltd trading as Ralph Jacobs South Africa.

1.2 Registration number: 2019/101093/07.

1.3 Contact details: website ralphjacobs.co.za; telephone +27 87 551 7635; email legal@ralphjacobs.co.za.

1.4 Physical address and principal place of business: Street No. 1, Kiewiet Street, Lake Umuzi Waterfront, Shop 6B Ralph Jacobs, Secunda, Mpumalanga, South Africa.

1.5 Ralph Jacobs sells jewellery in-store, online and through assisted sales channels, including WhatsApp, telephone, email and social media platforms, and uses independent third-party couriers and collection services where dispatch, delivery or return shipment is required.

2. Purpose, scope and legal status

2.1 This Policy explains how Ralph Jacobs dispatches, ships, delivers, releases, collects and receives parcels relating to sales, repairs, services, exchanges, returns, warranty claims, resizing work, stone verification and other after-sales processes.

2.2 This Policy applies to domestic and international shipments, in-store collections, customer-arranged courier collections, outbound deliveries arranged by Ralph Jacobs, and return shipments booked by Ralph Jacobs on the customer's behalf or arranged directly by the customer.

2.3 This Policy must be read together with Ralph Jacobs Terms and Conditions, Return, Refund, Repair, Exchange and Cancellation Policy, Warranty and Care Policy, the final written order record, and any product-specific or service-specific instructions supplied by Ralph Jacobs.

2.4 This Policy is intended to operate consistently with applicable South African law, including the CPA, ECTA, POPIA, and any mandatory regulatory, customs, carrier, anti-fraud or anti-money-laundering requirements that apply to the shipment.

2.5 Nothing in this Policy excludes, limits or waives any right that cannot lawfully be excluded, limited or waived.

3. Important notices and risk disclosures

3.1 Ralph Jacobs uses independent third-party couriers and does not control the courier's route planning, collection window, line-haul timetable, depot handling sequence, delivery route, scan timing or final delivery time.

3.2 Any dispatch date, estimated collection window, transit period or delivery estimate is an estimate only unless Ralph Jacobs expressly guarantees a specific date in writing through an authorised representative.

3.3 Carrier rules, prohibited-item lists, insurance exclusions, liability limitations, claims deadlines, route restrictions, volumetric limits and depot procedures may affect whether Ralph Jacobs can offer a shipping option.

3.4 The customer must inspect the parcel as soon as reasonably possible on delivery or collection, and must immediately notify Ralph Jacobs if the outer packaging is damaged, torn, punctured, crushed, wet, tampered with, open, resealed, or otherwise suspicious.

3.5 Customer-caused failed delivery, missed collection, incomplete address details, unauthorised address changes, redirection requests, depot-hold instructions, refusal of delivery, or failure to monitor tracking may lead to return-to-sender events, re-booking charges, storage charges or fresh courier fees.

3.6 For discretionary returns, customer-initiated returns, warranty submissions booked on the customer's behalf, repairs sent in by the customer, or any other customer-risk shipment, the parcel remains at the customer's risk until Ralph Jacobs has physically received it and checked it in, unless mandatory law states otherwise.

4. Definitions

4.1 Authorised recipient means the customer, or any person or entity whom the customer has nominated or allowed to receive, collect, sign for, accept, inspect or hold the parcel.

4.2 Business day means any day other than a Saturday, Sunday or official public holiday in South Africa.

4.3 Carrier means any third-party courier, logistics provider, messenger service, transport contractor, depot, locker operator, line-haul provider, subcontractor or related service provider.

4.4 Customer-caused delivery failure means any failed or incomplete collection or delivery caused by incorrect or incomplete details, unavailable recipient, restricted access, no answer, refusal, absent documentation, customer rescheduling, customer redirection, customer no-show, customer instruction to the courier, unsafe location, or any equivalent cause not attributable to Ralph Jacobs.

4.5 Delivery acceptance means the point at which the parcel is accepted by the customer or an authorised recipient.

4.6 Outbound shipment means any parcel sent from Ralph Jacobs to the customer or to an address nominated by the customer.

4.7 Return shipment means any parcel sent to Ralph Jacobs by or on behalf of the customer for return, exchange, inspection, repair, warranty, sizing, verification or any related purpose.

5. Carrier selection and third-party service providers

5.1 Ralph Jacobs generally uses independent third-party courier services for domestic shipping. These services may include The Courier Guy overnight or national services, or any other carrier selected by Ralph Jacobs in its discretion.

5.2 Ralph Jacobs may change the carrier, service level, route, collection model, depot, delivery method or security process if reasonably necessary for safety, compliance, practicality, cost management, fraud prevention, stock security, destination coverage, value protection or service continuity.

5.3 Ralph Jacobs does not guarantee that the same courier or service level will be available for every shipment, destination or class of goods.

5.4 Carrier rules may restrict or exclude jewellery, precious metals, precious stones, moissanite, high-value goods, or particular destinations or shipment values.

5.5 Carrier terms and conditions may apply to the carrier's own service, including claims handling, limits of liability, packaging standards, waybill use, prohibited content, rerouting rules and cut-off times.

5.6 Ralph Jacobs may consolidate multiple items into one parcel, hold an order until all items are ready, or split an order into separate parcels where appropriate.

5.7 Any request for declared-value cover, additional insurance, premium security handling, special routing or after-hours delivery must be agreed by Ralph Jacobs in writing in advance.

6. Order readiness, dispatch windows and transit times

6.1 Manufacturing lead times, sourcing lead times, compliance-clearance times and workshop times are separate from shipping and transit times.

6.2 Ralph Jacobs may withhold dispatch, release or collection until all required amounts have been paid in full and cleared, the order has been finally approved, any required FICA or compliance documents have been provided, and all delivery details have been confirmed.

6.3 Outbound parcels are ordinarily dispatched only from Monday to Thursday. Ralph Jacobs does not ordinarily dispatch parcels on Fridays, Saturdays, Sundays or public holidays.

6.4 Collections and return bookings arranged by Ralph Jacobs are ordinarily booked only on Mondays, Wednesdays and Thursdays, excluding public holidays.

6.5 Where an item becomes ready after the last practical dispatch window on a Thursday, or where a collection request is received outside the booking window, the shipment or booking will ordinarily roll over to the next available business day.

6.6 The carrier's standard transit indication for ordinary domestic shipping may be up to three business days after the parcel has been collected or first scanned by the carrier. The day of collection is not counted as a transit day unless Ralph Jacobs expressly states otherwise in writing.

6.7 Service names such as overnight, express, economy, direct or national refer to the carrier's service category only and do not amount to a guarantee by Ralph Jacobs of same-day, next-day or exact-time delivery.

6.8 Shipments to farms, mines, rural or outlying areas, security estates, office parks, gated communities, industrial sites or restricted-access addresses may take longer than standard transit indications.

6.9 Delays may arise from adverse weather, theft or hijacking risk, civil unrest, public holidays, peak-season congestion, labour action, load-shedding, fleet or sorting disruption, route suspension, customs inspection, regulatory hold, stock security procedures, or other events beyond Ralph Jacobs' reasonable control.

6.10 Customers must not make proposal, wedding, travel, gifting or other time-critical arrangements solely on the assumption that an estimated courier timeframe will be met.

7. Shipping charges, surcharges and additional costs

7.1 Shipping charges, collection charges, insurance charges and quoted courier fees will be disclosed before dispatch, at checkout, in the final order summary, or in the communication by which the shipment is arranged.

7.2 Courier charges are based on current carrier pricing and may change before booking due to route, volumetric mass, destination, risk profile, fuel or security surcharge, remote-area surcharge, customs or other third-party adjustments.

7.3 Additional costs caused by the customer's instructions or omissions may be charged to the customer, including re-delivery fees, re-booking fees, address-correction fees, return-to-sender fees, failed-collection fees, special security charges and storage charges.

7.4 If the customer requests a fresh shipment after a parcel has already been returned to Ralph Jacobs or held at depot because of a customer-caused delivery failure, a new courier fee will ordinarily be payable before re-dispatch.

7.5 International shipping charges, import duties, destination taxes, customs brokerage, local delivery fees, storage, demurrage, destination inspection fees, exchange-control or regulatory costs, and foreign insurance premiums are not included unless expressly stated in writing.

8. Delivery details and customer instructions

8.1 The customer must provide complete and accurate delivery information, including full name, business or complex name where relevant, unit number, street address, suburb, city, province, postal code, contact number, email address and any necessary access instruction.

8.2 The customer must notify Ralph Jacobs before booking if there is any change to the address, contact details, preferred delivery day, recipient identity or collection instructions.

8.3 Once a waybill has been created or the parcel has been handed to the carrier, any address change, rescheduling request, route change or redirection is not guaranteed and may require cancellation, return, re-booking, fresh payment or security review.

8.4 Ralph Jacobs may decline delivery to P.O. boxes, parcel lockers, anonymous pickup points, unverified addresses, remote meeting points, or any location considered insecure, impractical, high-risk or inconsistent with the value or nature of the goods.

8.5 The customer must ensure that the nominated address is safe, accessible and lawful for delivery, and that an authorised recipient will be available during ordinary business hours unless otherwise confirmed in writing.

8.6 If the customer instructs Ralph Jacobs to deliver to a workplace, receptionist, security desk, concierge, gatehouse, neighbour, family member, office assistant or any third party, that person is treated as an authorised recipient.

8.7 Ralph Jacobs does not recommend unattended or signature-free delivery of jewellery.

9. Tracking, communication and anti-fraud

9.1 Ralph Jacobs will ordinarily share a tracking number or waybill number once a shipment or collection has been booked or accepted by the carrier.

9.2 The customer must monitor tracking on the carrier's platform and promptly inform Ralph Jacobs of any irregularity.

9.3 Tracking events can sometimes update late or out of sequence. A delayed scan does not by itself prove loss.

9.4 The customer must use caution in relation to phishing, spoofed courier messages and delivery scams.

9.5 Any OTP, PIN, QR code, collection code or similar access credential issued for a shipment must be kept secure.

10. Delivery, acceptance and inspection

10.1 The carrier or Ralph Jacobs may require proof of identity, signature, OTP, PIN, order number, written authority or any other reasonable security check before releasing the parcel.

10.2 The customer should inspect the outer packaging before accepting delivery where practical.

10.3 If the parcel appears tampered with, open, resealed, wet, crushed, punctured, cut, torn or otherwise compromised, the customer should refuse the parcel where practical, or accept it only with a clear written reservation noted on the proof of delivery if permitted.

10.4 The customer must immediately photograph or video any visible parcel damage, waybill damage, broken seal, missing tamper device, or suspicious packaging condition before opening the parcel.

10.5 Ralph Jacobs must be notified immediately of any visible transit issue, preferably within 24 hours and in any event within 48 hours of delivery.

10.6 The customer must retain the outer packaging, inner packaging, waybill, labels, tamper materials, inserts, certificates, unboxing evidence and the goods themselves in the state received until Ralph Jacobs confirms otherwise.

10.7 This clause does not remove any right the customer may have in relation to a latent defect, wrong item supplied, or any non-excludable statutory remedy.

11. Risk, title and release of goods

11.1 Title to the goods remains with Ralph Jacobs until Ralph Jacobs has received full cleared payment of all amounts due for the relevant order.

11.2 Where Ralph Jacobs arranges an outbound delivery to the address nominated by the customer, the goods remain at Ralph Jacobs' risk until delivery is accepted by the customer or an authorised recipient, subject to any mandatory rule that may apply.

11.3 If the customer collects in-store, sends a driver, sends a messenger, appoints their own courier, or arranges a third party to collect on their behalf, risk passes to the customer on physical hand-over to that representative.

11.4 If the customer independently instructs the carrier after booking to reroute, reschedule, hold at depot, redirect, release without signature, release to another person, or otherwise depart from Ralph Jacobs' original dispatch instructions, the customer bears the consequences to the fullest extent permitted by law.

11.5 Any dispute about whether the parcel was handed to an authorised recipient will be assessed with reference to customer instructions, proof of delivery, security records, tracking logs, communications and available evidence.

12. Failed delivery, non-collection, return-to-sender and re-dispatch

12.1 One delivery attempt and one collection attempt are ordinarily contemplated as the standard service position for courier arrangements made by Ralph Jacobs, unless confirmed otherwise in writing.

12.2 If a collection or delivery fails because of a customer-caused delivery failure, the parcel may be returned to Ralph Jacobs, held at a depot or collection point, or re-routed by the carrier.

12.3 Re-booking, re-dispatch, storage, re-routing, return-to-sender, return-leg or further delivery charges resulting from a customer-caused delivery failure may be charged to the customer before any fresh shipment is arranged.

12.4 If a parcel is returned to Ralph Jacobs after an unsuccessful delivery attempt, Ralph Jacobs may require the customer either to collect the parcel in-store or to pay a new courier fee before shipment is arranged again.

12.5 Ralph Jacobs may charge reasonable storage fees after notifying the customer that the parcel has been returned and is awaiting collection or re-dispatch.

12.6 No extra charge will be imposed for a failed delivery or return caused solely by Ralph Jacobs' own error, except where a third-party mandatory charge has already been irreversibly incurred and the law permits recovery.

13. In-store collection and release controls

13.1 Ralph Jacobs may notify the customer when an order, repair or service item is ready for collection.

13.2 Ralph Jacobs may require proof of identity, order reference, proof of payment, written authority, or any other reasonable security information before releasing goods.

13.3 If a third party is collecting on behalf of the customer, Ralph Jacobs may refuse release until satisfactory written authority and identification are supplied.

13.4 The customer should inspect the parcel or goods at collection and report any visible discrepancy, damaged packaging, missing certificate, missing component or wrong item issue promptly and before leaving where reasonably practical.

13.5 Once goods have been released to the customer or an authorised collector, the customer assumes responsibility for transport and further handling unless a fresh courier booking by Ralph Jacobs has been expressly arranged in writing.

14. Returns, exchanges, repairs and collections booked by Ralph Jacobs

14.1 All returns, repairs, warranty submissions, stone-verification submissions and exchanges remain subject to the Ralph Jacobs Return, Refund, Repair, Exchange and Cancellation Policy and the Ralph Jacobs Warranty and Care Policy.

14.2 No return or exchange shipment may be sent to Ralph Jacobs without first following the relevant policy process, including the requirement for a Return Authorisation Number where applicable.

14.3 If Ralph Jacobs agrees to book a courier collection for a return or service-related shipment, Ralph Jacobs books only a collection date according to Ralph Jacobs' booking schedule and does not guarantee a specific collection time or time slot.

14.4 Ralph Jacobs will ordinarily provide the customer with a waybill, tracking number or booking reference once the collection has been arranged.

14.5 The customer is responsible for printing the waybill where required and ensuring that it is correctly affixed, legible, weather-resistant and not likely to detach, tear or become unreadable in transit.

15. Packaging requirements for customer-sent parcels and returns

15.1 Every return shipment, repair submission or customer-sent parcel must be packed securely enough to withstand ordinary transit handling.

15.2 The customer must use concealed, unbranded and unmarked outer packaging. The outer packaging must not advertise, imply or reveal that the contents are jewellery, diamonds, gemstones, moissanite, gold, silver, platinum or other valuable goods.

15.3 Fragile or valuable contents must be immobilised inside the parcel using suitable internal cushioning and protective materials.

15.4 Original reports, certificates, invoices, care cards, return forms and any other required papers must be concealed inside the parcel.

15.5 The customer must place the Return Authorisation Number inside the parcel and, where instructed, also note the RAN on the parcel in the prescribed way.

15.6 The customer should create and retain a complete record of the parcel contents before dispatch, including dated photographs and preferably a continuous video showing the packaging process.

15.7 The customer must ensure that the parcel is sealed properly, that old labels are removed if a box is reused, and that the waybill is protected against moisture, tearing and accidental removal.

15.8 Ralph Jacobs may refuse to accept, or may reserve all rights in relation to, any parcel that arrives insecurely packaged, visibly tampered with, incorrectly labelled, unlawfully declared, or in a condition that makes verification unfairly difficult or unsafe.

16. Risk and insurance for returns and customer-sent parcels

16.1 Even if Ralph Jacobs facilitates or books the courier collection, the customer must maintain appropriate insurance for any customer-sent parcel, return, repair submission, warranty submission, exchange submission or other inward shipment, unless Ralph Jacobs expressly agrees otherwise in writing or mandatory law states otherwise.

16.2 For discretionary returns and other customer-initiated return shipments, the parcel remains entirely at the customer's risk until Ralph Jacobs has physically received it, opened it under controlled conditions and checked it into Ralph Jacobs' system.

16.3 If the customer uses their own courier, driver, messenger or transport arrangement for a return or repair shipment, the entire transit risk, insurance risk and claims process remain with the customer until actual receipt by Ralph Jacobs.

16.4 Where applicable law places the cost or risk of a statutory return on Ralph Jacobs, this Policy yields to that law.

17. Customer dealings directly with the courier after booking

17.1 Once a waybill number or tracking number has been issued, the customer must promptly inform Ralph Jacobs if they wish to change any delivery detail before contacting the courier directly.

17.2 Any arrangement made directly between the customer and the carrier after the waybill or tracking details have been supplied is made at the customer's risk to the extent that the resulting loss, delay, extra cost or misdelivery arises from that direct instruction.

17.3 The customer remains liable for any new courier fee, surcharge, redelivery cost, depot-handling fee, return charge or other actual charge incurred because of the customer's direct arrangement with the carrier.

17.4 Ralph Jacobs is not responsible for consequences flowing from the customer's direct dealings with the carrier if those dealings materially alter the original routing, contact details, recipient details or security controls without Ralph Jacobs' written approval.

18. Lost, delayed, damaged or tampered parcels

18.1 If a parcel is lost, significantly delayed, damaged or tampered with, Ralph Jacobs may investigate the matter directly with the carrier, request supporting evidence, and decide on appropriate next steps according to the facts, contract, applicable law and Ralph Jacobs policy framework.

18.2 The customer must reasonably cooperate with any investigation by providing tracking details, photographs, videos, written statements, proof of identity, proof of payment, packaging, report numbers, proof of value, and any communication received from the carrier.

18.3 Where an outbound parcel arranged by Ralph Jacobs is lost or materially damaged before delivery acceptance, Ralph Jacobs will deal with the matter according to the customer's non-excludable legal rights and the circumstances of the case.

18.4 Ralph Jacobs and the Protected Parties are not liable, to the fullest extent permitted by law, for indirect, incidental, special or consequential losses arising from shipping delay, transit interruption, event postponement, missed occasions, travel costs, accommodation costs, emotional distress, reputational harm, lost profits or third-party charges.

18.5 Visible open seals, tampering, visible packaging damage or obvious shortages must be reported immediately because delayed reporting can prejudice carrier investigations and fraud checks.

18.6 For customer-arranged shipments or customer-risk return shipments, the customer remains responsible for pursuing any claim against the relevant carrier or insurer.

19. International shipping

19.1 International shipping is available only by specific arrangement and separate quotation.

19.2 Ralph Jacobs may require additional lead time, identification, regulatory information, destination verification, compliance review, export documentation and security checks before accepting an international shipment request.

19.3 Unless Ralph Jacobs expressly states otherwise in writing, the customer is solely responsible for all destination-country import duties, customs VAT or GST, taxes, brokerage fees, clearance fees, handling charges, storage, local insurance, destination delivery charges, exchange-control requirements, foreign regulatory permits and any other charges imposed outside South Africa.

19.4 Ralph Jacobs is not a customs broker and does not provide customs clearance in the destination country.

19.5 The customer is responsible for ensuring that the goods can lawfully be imported into the destination country and that destination-specific restrictions, sanctions rules, hallmarking requirements, declaration requirements, licensing requirements or documentation rules are satisfied.

19.6 If an international parcel is delayed, refused, abandoned, returned, seized, assessed, held or destroyed because of destination-country law, customs action, non-payment of destination charges, incomplete customer information or destination import restrictions, the customer bears the resulting risks, costs and consequences to the fullest extent permitted by law.

19.7 International delivery times are estimates only.

19.8 Any mandatory foreign law that applies to the shipment may apply in addition to South African law to the extent required.

20. Force majeure, security events and right to refuse or suspend shipment

20.1 Ralph Jacobs may delay, suspend, refuse, reroute or cancel a shipping arrangement if reasonably necessary because of force majeure, weather events, civil unrest, strike action, fuel shortage, epidemic, pandemic, emergency regulations, hijacking risk, theft risk, war, terrorism, embargo, border closure, sanctions, power or telecommunications failure, road closure, carrier suspension, suspected fraud, suspected unlawful activity, compliance hold, or any event beyond Ralph Jacobs' reasonable control.

20.2 Ralph Jacobs may also refuse or postpone shipment where it reasonably believes the address, shipment value, route, contents, customer instruction, documentation, payment profile or collection method creates an unacceptable risk.

20.3 Ralph Jacobs may require an alternative delivery method, require in-store collection, delay dispatch until conditions improve, or cancel the shipping option and offer a lawful alternative where reasonably possible.

21. Complaints, claims and evidence

21.1 All shipping complaints, damage reports, non-delivery complaints, address-dispute complaints, tamper complaints and return-shipment issues must first be addressed directly to Ralph Jacobs at legal@ralphjacobs.co.za.

21.2 The customer must provide all reasonably necessary information for the complaint to be investigated, including proof of purchase, order number, tracking number, photographs, videos, description of the issue, date and time information, copies of communications with the carrier and any report or certificate numbers relevant to the shipment.

21.3 Ralph Jacobs may rely on proof of dispatch, proof of collection, pack-out photographs, CCTV, packing records, waybills, proof of delivery, signature records, OTP records, tracking logs, communication records and related operational data as prima facie evidence of the relevant shipping event.

21.4 The customer must allow Ralph Jacobs a reasonable opportunity to investigate and resolve the complaint internally.

22. Protected Parties, preservation of legal rights and policy changes

22.1 No employee, consultant, sales assistant, courier-facing staff member, workshop employee, director, officer or representative of Ralph Jacobs assumes personal liability merely because that person communicates with the customer, arranges a booking, handles a parcel, or performs a duty in the ordinary course of business for Ralph Jacobs.

22.2 To the fullest extent permitted by law, the customer indemnifies and holds the Protected Parties harmless against losses, costs and claims arising from the customer's incorrect delivery instructions, unlawful shipment content, undeclared prohibited items, insecure packaging of customer-sent parcels, customer fraud, customer misrepresentation, customer-authorised rerouting, or customer breach of this Policy.

22.3 Nothing in this Policy is intended to exclude any liability that cannot lawfully be excluded, or any consumer right that cannot lawfully be limited, waived or avoided.

22.4 Ralph Jacobs may amend this Policy from time to time by publishing an updated version on its website or making it available in-store.