Refund policy

At Maison Celeste, we believe every piece of jewellery should bring joy, confidence and lasting memories. Your satisfaction is important to us, which is why every purchase is backed by our 30-Day Satisfaction Guarantee.

We want you to shop with complete confidence, knowing that we're here to help if your purchase doesn't meet your expectations.

1. Our 30-Day Satisfaction Guarantee

If you're not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.

To qualify for a change-of-mind return:

  • Your return request must be submitted within 30 days of delivery.

  • The jewellery must be unworn, unused and in its original condition.

  • All original packaging, accessories and accompanying items must be included.

  • Proof of purchase or an order number must be provided.

We reserve the right to inspect returned items before approving a refund, subject to your rights under South African consumer law.

2. How to Request a Return

To initiate a return, please contact our customer support team through the Contact Us page on our website.

Please provide your order number, the item you wish to return and a brief explanation of your request.

Our team will review your request and provide return instructions.

Please do not send products back without first contacting us, as this may delay processing.

3. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

For approved refunds:

  • Refunds will generally be issued to your original payment method.

  • We aim to process refunds within 5–10 business days of approval.

  • Your bank or payment provider may require additional time to reflect the funds.

Nothing in this policy limits any refund or other remedy you are entitled to under applicable South African law.

4. Damaged, Defective or Incorrect Items

Every Maison Celeste order should arrive in excellent condition.

If your order arrives damaged, defective or incorrect, please contact us as soon as possible after delivery.

Where possible, include photographs of the item and packaging to help us resolve the issue quickly.

Depending on the circumstances and your statutory rights, we will arrange an appropriate remedy, which may include a repair, replacement or refund.

Maison Celeste will cover reasonable return shipping costs where required for defective or incorrectly supplied products.

Our 30-Day Satisfaction Guarantee does not replace or reduce your rights under the Consumer Protection Act, including applicable statutory warranties.

5. Return Shipping Costs

For voluntary returns under our 30-Day Satisfaction Guarantee, customers are responsible for return shipping costs unless otherwise agreed.

We recommend using a trackable courier service and securely packaging the jewellery to prevent damage during transit.

For returns arising from defective, damaged or incorrect products, return shipping will be handled in accordance with applicable consumer law.

6. Earrings and Hygiene

For hygiene reasons, earrings that have been worn or used are generally not eligible for change-of-mind returns under our voluntary satisfaction guarantee.

Unworn earrings in their original condition may be returned within the 30-day period.

This restriction does not affect your statutory rights if an item is defective, unsafe or incorrectly supplied.

7. Exchanges

If you would prefer a different item, please contact our support team within 30 days of delivery.

Exchanges are subject to product availability and the condition of the original item.

If an exchange is unavailable, we will discuss the available return or refund options with you.

8. Order Cancellations

If you need to cancel or modify an order, please contact us as soon as possible.

We will do our best to accommodate your request before dispatch.

Once an order has been dispatched, cancellation and return requests will be handled according to this policy and your applicable statutory rights.

9. South African Consumer Rights

Maison Celeste operates in accordance with applicable South African consumer protection legislation, including the Consumer Protection Act and Electronic Communications and Transactions Act.

Where statutory cooling-off periods, warranties or other consumer rights apply, those rights take precedence over any conflicting provisions in this policy.

Our 30-Day Satisfaction Guarantee is an additional benefit offered to our customers and does not replace their legal protections.

10. Contact Us

If you have any questions about returns, refunds or your order, please contact us through the Contact Us page on our website.

Our team will be happy to assist you.

MAISON CELESTE

Thoughtfully chosen. Beautifully treasured.

Last updated: 13 October 2026