Refund policy

Your rights at a glance

We want you to love your Miyukai pieces. If you don't, or something isn't right, no stress, here's how it works. There are two ways to send something back, and each has its own rules. Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

	Cooling-off cancellation	Change-of-mind return
Window	7 calendar days from receiving the goods	14 calendar days from receiving the goods
Reason needed	None	Change of mind only. Faulty or wrong goods are covered separately
Condition of goods	Original packaging, unused and undamaged. You may open and inspect the goods	Original packaging, unused, unworn, unwashed and undamaged, complete with all accessories, and fit for resale
Photographs	We ask for them, but your right to cancel does not depend on them	Required, and they must be date- and time-stamped. We do not consider the return without them
What we deduct	Only the direct cost of returning the goods, plus replacement packaging if the original is missing or damaged. Nothing for inspection	Return transport, inspection, and replacement packaging or repackaging, limited to costs we actually incur
Original delivery charge	Refunded in full	Not refunded
What you get back	A refund to your original payment method, less only the deductions above	Store credit valid for 3 years, less the deductions above

This policy is read together with our Terms & Conditions and Shipping Policy as one agreement. In this policy, business days exclude Saturdays, Sundays, South African public holidays and any day on which we have told you, on this website, in your order confirmation or by email, that we are closed or not dispatching. This does not extend any period the law requires us to meet.

Scope. This policy applies to orders placed after it is published. For earlier orders, the return and warranty terms promised when you purchased continue to apply. Later changes do not reduce those commitments or your statutory rights.

Bought from a stockist? We are only responsible for jewellery bought directly from this website. If you bought from one of our stockists, please return it to the place where you bought it.

Cooling-off: changed your mind within 7 days?

You may cancel an online order within 7 calendar days of receiving the goods (for a pickup order, the day you collect them). You don't have to give a reason, and we won't penalise you for it. The one exception is earrings; see the hygiene section below.

You may open and inspect your jewellery. Please keep all the packaging, because it needs to go back in its original packaging. Hold on to it until your return has been collected.
Your right to cancel does not depend on sending us photographs.
We charge the direct cost of returning the goods, which is the actual, reasonable cost of collection, and, if the original packaging is missing or damaged, the reasonable cost of replacement packaging that we actually incur. We tell you these amounts before collection or before we refund you. Everything else you paid, including the original delivery charge, is refunded in full.
We never charge you for inspecting the goods or getting them ready to sell again.
When you return goods under this section, you confirm that they have not been used, other than the handling needed to inspect them, and have not been damaged since you received them. Our return request form includes this confirmation. It is for our records and does not affect your right to cancel.
To cancel, email info@miyukai.com within the 7 days with your order number. Then follow the steps under "How to return goods".

Change-of-mind returns

Not quite your vibe after all? It happens, and we've got you if the conditions below are met. This applies to requests made within 14 calendar days of delivery or, for a pickup order, of collection.

Store credit only. Change-of-mind returns are refunded as store credit, not to your original payment method. Store credit is valid for 3 years from the date it is issued and can be used on the Miyukai website. We tell you this before collection, and you must confirm that you have read and agree to this policy before we arrange it.

Condition. The item must be unused, unworn, unwashed and undamaged, complete with all original accessories, labels and components, and in its original packaging in a condition suitable for resale.

Photographs. You must send clear photographs of the item and its packaging with your request. They must be date- and time-stamped: send the original image files straight from your phone or camera, not screenshots or edited copies, so that the date and time they were taken are recorded. We do not consider a change-of-mind return until we have them. If you cannot take photographs, tell us and we will agree an alternative, such as a short video. If we reasonably believe photographs have been edited or do not show the actual condition of the item being returned, we may decline the return or reduce the credit accordingly. We will notify you in writing and clearly explain our reasoning when doing so.

Costs. The cost of returning the item is yours and is deducted from your store credit. The original delivery charge is not refundable.

Inspection. We inspect every change-of-mind return when it arrives and aim to finish within 5 business days. If we need more time, we tell you why and give you an estimated completion date. If the item is used, damaged, incomplete or not fit to sell again, we may decline the return or reduce the store credit to reflect its condition, where the law permits.

Deductions. Deductions are limited to reasonable costs we actually incur, such as return transport, inspection, replacement packaging and repackaging. We tell you the amount before we issue the store credit, with an itemised statement of the final deductions. We never count the same cost or loss twice.

If you decide not to proceed. If we decline a return, or you choose not to proceed after we tell you the deductions, we return the goods to you once you have paid the return cost, and no store credit is issued. If you do not pay the return cost or give us instructions, we hold the goods under "Goods we hold for you" below. You may ask us to explain any deduction and give you supporting information. If we cannot support a deduction with evidence, we remove it and continue with the return if the item otherwise qualifies. Removing an unsupported deduction does not make an otherwise ineligible item eligible.

These conditions apply only to change-of-mind returns. They do not affect your cooling-off right or your rights for defective, damaged, unsafe, incorrectly supplied or unsuitable goods.

Sale items are final sale

All discounted items are final sale. This includes clearance, promotional and sale-event items, such as Black Friday items, that we sell below our normal price. We say so on our website, and we don't consider returns, refunds or exchanges for change of mind.

Change of mind. Discounted items are final sale. By buying one, you acknowledge this.
Cooling-off. Your 7-day cooling-off right for online orders still applies.
Defects and warranty. Your rights for defective, unsafe or incorrectly supplied goods, and the warranty below, apply in full. A lower price never means lower quality rights.
Disclosed defects. If we sell an item with a specific fault or imperfection, we describe the fault on the product page before you buy. You accept the item in that condition, and your rights for any other defect are unaffected.

Gift cards

Gift cards cannot be exchanged for cash or refunded. They are valid for 3 years from the date of issue, so there is no rush to use them. If a gift card is faulty or was issued in error, email us and we will put it right.

Earrings: why we can't take them back

Earrings are non-returnable because they are worn in pierced skin. By purchasing earrings, you acknowledge that they cannot be returned.

Change of mind. We do not accept earrings back for change of mind, whether sealed, opened or worn.
Cooling-off. Because earrings are worn against the body, we treat them as goods that cannot by their nature be returned. We do not collect them or refund them under the cooling-off section.
Faulty earrings. You don't need to send back faulty earrings. Send us photographs showing the problem and we will replace them or refund you, as you choose. If the photographs aren't clear, we may ask to inspect the earrings and collect them at our cost. We never refuse a claim only because photographs are missing.

This section does not limit your rights for defective, unsafe or incorrectly supplied goods.

Bought it for a purpose and it doesn't work?

If, before you bought, you told us the particular purpose you needed the goods for, and they turn out to be unsuitable for that purpose, you may return them within 10 business days of delivery for a refund of the price paid.

We collect the goods at our risk and expense.
We refund the price you paid, less only any amount the law permits us to charge for use of the goods or for getting them ready to sell again. If the goods are returned in their original unopened packaging, we make no charge.
This right does not apply to goods that have been physically altered or combined with other goods or property after delivery.
To use it, email info@miyukai.com with your order number and the purpose you told us about.

Faulty, unsafe, damaged or wrong items

If something arrives broken or wrong, we'll make it right. The condition rules for change-of-mind returns do not apply to goods that are defective, unsafe, damaged in transit or incorrectly supplied. Your legal rights for these goods apply in full.

Defective or unsafe goods. If goods are defective or unsafe within six months of delivery, you may return them and choose repair, replacement or a full refund. We collect them at our risk and expense.

This protection does not cover:

damage caused after delivery by misuse, abuse, negligence or carelessness, by mishandling, by use contrary to the written instructions, safety warnings or care instructions supplied with the product, or by physical alteration;
a product that is accurately described and fit for its purpose but does not suit you, for example in fit, colour or style. That is not a defect, and the change-of-mind rules apply instead. If you told us the purpose you needed it for before buying, see the section on goods unsuitable for a purpose; or
normal wear and tear from reasonable use, which is not a defect. We do not treat a premature failure as wear and tear merely because the part is one that normally wears through use.

A defect is any problem with the goods that makes them less fit than you are entitled to expect. If you are unsure whether something is a defect, contact us and we will assess it fairly. If we decline a claim because the damage was caused by one of the reasons above, we explain why in writing, and we are not required to repair, replace or refund those goods.

Wrong item or quantity. If we make a picking, packing or invoicing error, email us within 7 calendar days of delivery with your order number and photographs. We replace the item or refund you in full, as you choose, at no cost to you, including reshipment fees. See our Shipping Policy.

Damaged in transit or missing items. Please tell us within 7 calendar days of delivery, with your order number, your tracking reference and date- and time-stamped photographs of the item and the outer packaging. These reporting windows help us claim from the courier. They do not limit your legal rights, including your rights for defective goods.

Warranty

Every item we sell carries a limited warranty of 6 months from the date of delivery. It is in addition to your legal rights for defective goods, and nothing in it reduces them.

What is covered. Defects in materials or workmanship under normal use, as described in the product's instructions.

Within the 6 months. If an item is defective, you may return it and choose repair, replacement or a full refund, as set out above. We collect it at our risk and expense.

What is not covered.

Damage caused after delivery by misuse, abuse, negligence or carelessness, mishandling, use contrary to the written instructions, safety warnings or care instructions, or physical alteration.
Normal wear and tear.
A product that is accurately described and fit for its purpose but does not suit you, for example in fit, colour or style. That is not a defect.

How to claim. Email info@miyukai.com with your order number, a description of the fault and clear photographs or a short video. We may ask to inspect the item. If a repair does not fix the fault, or a further fault appears within three months after the repair, we replace the goods or refund the price paid. New or reconditioned parts we install in a repair, and the labour to install them, carry a warranty of at least three months. This does not apply to damage from misuse or abuse or to ordinary wear and tear.

How to return goods

These steps apply to every return, including cooling-off cancellations. Three easy steps:

You email us to log the return. Email info@miyukai.com with your order number and the reason.
We arrange a courier to collect. We book the collection and email you the details. Couriers collect on a booked date, not at a booked time, so please make sure someone can hand over the parcel that day.
You hand the parcel to the courier. Pack your jewellery securely in its original packaging, attach the waybill if we send one, and hand the parcel to the courier. If you need a courier bag for a small item, tell us and we will arrange one. Keep the courier's proof of handover.

Here is the detail of each step.

Notify us. Email info@miyukai.com with your order number and the reason. For a cooling-off cancellation, giving notice within the 7 days is enough.
Send photographs. Before we arrange collection, we ask for clear, date- and time-stamped photographs of the item (all sides, all parts and accessories, and any label) and of the packaging as you have it. If you can't take photographs, tell us and we will agree an alternative, such as a short video. For change-of-mind returns, photographs are required: we do not consider the return until we have them. For cooling-off cancellations this is a request only: missing photographs do not affect your right to cancel or your refund.
We arrange collection. We arrange collection of every cooling-off return within 5 business days of your notice and tell you the actual, reasonable cost before collection. We do the same for change-of-mind returns, and you confirm the cost first. Please don't post it yourself.
Don't send goods without telling us. Goods returned without notice or authorisation are not processed as a return. If a parcel arrives without enough information, we take reasonable steps to identify it and contact you, and a missing reference does not, by itself, remove a statutory right. We hold them for 30 days, tell you in writing, and then return them at your cost.

Goods we hold for you. This applies to goods returned without authorisation, to returns we decline, and to goods you choose not to proceed with after we tell you the deductions. We hold them for 30 days from the date we tell you in writing, and you may arrange collection or ask us to ship them back at your cost. If you give us no instructions, we may dispose of them after a further 7 days' written notice. We never treat goods as abandoned while a refund, repair or replacement claim for them is still open.

Packaging on returns

Keep all outer packaging (box, bag, wrapping) and inner packaging (pouches, inserts, tissue, protective wrap) until your return period ends. Return goods in their original packaging, or in equivalent protective packaging.

Cooling-off. Return the goods in their original packaging. If it is missing or damaged, we deduct the reasonable cost of replacement packaging that we actually incur, and we tell you the amount before we refund you. Otherwise we charge only the actual, reasonable cost of collection, and nothing for inspecting the goods or getting them ready to sell again.
Change-of-mind returns. The reasonable cost of replacement packaging is deducted from your store credit, as set out above.

Refunds, the details

Method. If you're due a refund, great news! Approved refunds go straight back to the original payment method you used at checkout. That keeps things secure and above board. For security and compliance reasons we don't pay refunds in cash or by EFT, however nicely you ask. If you paid with Mobicred, Payflex or Float, we refund through that provider, who adjusts your balance or instalments.

Store credit. Change-of-mind returns are refunded as store credit only, valid for 3 years from the date of issue. We never use store credit in place of a refund for cooling-off cancellations, defective or damaged goods, incorrectly supplied goods, goods unsuitable for a stated purpose, or cancelled orders.

Timing.

Cooling-off. We refund you in full within 30 days of the date you cancel. We aim to start the refund within 5 business days of receiving the goods.
Defective or damaged goods, wrong items and cancelled orders. We start your refund within 5 business days of cancelling the order or of receiving the returned goods. For faulty earrings that you don't return, the 5 business days run from our approval of your claim.
Non-delivery. If we have not delivered within 30 days of receiving your order and you cancel, we refund you in full within 30 days of cancellation.
Change-of-mind returns. We issue store credit within 5 business days of completing the inspection.

When the money reaches you. Once a refund has been started, it can't be reversed (no take-backs, sorry!). When it shows in your account depends on your bank, our payment provider (PayGate or Peach Payments) and, for pay-later options, Mobicred, Payflex or Float, none of which we control. Most refunds show within 2-5 working days of processing, and some take up to 14 business days.

Cancelling an order and when we cancel

Cancelling before dispatch. If you cancel a paid order before it is dispatched, we charge only the actual payment-processing cost we incur, up to a maximum of R50. We never charge this on a cooling-off cancellation.

If we cancel. Our products are subject to availability. If an item is unavailable, or an order was placed at an obviously incorrect price because of a clerical or supplier error, we may cancel the order and will tell you promptly. We also cancel if a delivery address is unserviceable or a courier surcharge cannot be agreed and we cannot agree another delivery arrangement with you. We start a full refund within 5 business days of cancelling. We never substitute a different product or add a delivery charge without your agreement.

Contact

Questions about this policy? Email us at info@miyukai.com and quote your order number. We've got you.

This policy is read together with our Terms & Conditions and Shipping Policy as one agreement. Nothing in it limits your statutory rights under the CPA or ECTA.

Last updated: 28 October 2026