Refund policy

1. About this policy

This Refund Policy applies to purchases made from Miller Gold House (Pty) Ltd, registration number 2012/193876/07, trading as Miller Gold & Co. Our physical and return address is 1 Thibault Square, 14th Floor, Foreshore, Cape Town, 8001. You can contact us at info@mgandco.co.za or 073 039 5280.

2. Change-of-mind returns

Subject to this policy and applicable law, we may accept a change-of-mind return within 14 days after delivery or collection. To request a return, contact us at info@mgandco.co.za within that period and provide your order number and reason for the return.

3. Conditions for a discretionary return

For a change-of-mind return to be considered, the item must be unused, unworn, undamaged and in its original condition. It must be returned with its original packaging, certificates, accessories, labels and proof of purchase. We may inspect the item before approving a return, exchange, gift voucher or refund. We may decline a discretionary return that does not meet these conditions.

4. Custom and personalised items

Personalised, engraved, resized and made-to-order items are not ordinarily eligible for a change-of-mind return because they are made or altered to your specifications. This does not affect rights that cannot lawfully be excluded, including rights relating to defects, incorrect supply or goods not matching their description.

5. Return delivery costs

For a discretionary change-of-mind return, you are responsible for the cost and risk of returning the item to us. Original delivery charges are not refundable for a discretionary change-of-mind return. We recommend using a traceable and appropriately insured delivery service for high-value items. This clause does not apply where applicable law requires us to bear the return cost.

6. Refunds exchanges and gift vouchers

For an approved discretionary return, we may offer an exchange, a gift voucher or an EFT refund. Any EFT refund will be made to the bank account nominated by the original purchaser after the returned item has been received and inspected. Unless applicable law requires otherwise, any refund is limited to the purchase price paid for the item and excludes original delivery charges.

7. Handling charge

For an approved discretionary change-of-mind return, we may assess a reasonable handling charge on a case-by-case basis of up to 10% of the purchase price, but only where permitted by law and reasonably connected to inspection, repackaging, restoration or re-stocking costs. We will tell you the amount and basis of any deduction before finalising the refund. No handling charge applies where law requires a full refund, including for defective goods, incorrectly supplied goods, valid online cooling-off cancellations, or unopened goods returned in circumstances covered by section 20 of the Consumer Protection Act.

8. Incorrect, damaged or defective goods

If we supplied an incorrect item, an item that does not match its description, or goods that are defective or unsafe, contact us promptly at info@mgandco.co.za with your order number and supporting photographs where available. We will assess the return in accordance with applicable law. Where the Consumer Protection Act applies, goods that fail to meet statutory standards may be returned within six months after delivery at our risk and expense, and you may have the remedies provided by law.

9. Online cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act applies to your purchase, you may cancel within seven days after receiving the goods without reason or penalty. The only charge we may levy is the direct cost of returning the goods. This right does not apply to the categories of transactions excluded by that Act, including goods made to your specifications or clearly personalised goods.

10. Refund timing

We will process an approved discretionary refund, voucher or exchange after receiving and inspecting the returned item. Where a statutory refund applies, we will process it within the period required by applicable law. We may contact you if further information or banking details are needed for an EFT refund.

11. Deposits for custom work

Deposits may be required for custom work and are refundable, subject to applicable law and the terms confirmed in the applicable quotation or order confirmation. The specific treatment of a custom-order deposit will be confirmed before work begins.

12. Your statutory rights

Nothing in this policy limits rights that cannot lawfully be limited or excluded. This policy should be read with our Terms and Conditions and Privacy Policy.