Returns Policy
Orange Sun Online (Pty) Ltd will give you a 7-day period from delivery to return any item if it complies with the following:
• If the items are delivered damaged and there is no clear damage caused by the courier service provider, you will have to send us photos of your items within 24 hours of receiving your goods. These photos must be sent to returns@orangesunonline.com Please allow us 24 hours to acknowledge receipt of your email.
Once we have received your email, we will do an investigation to determine if the item/s was/ were damaged during packaging before it was dispatched. Should we find that the items were in fact damaged before dispatch or such damage occurred in transit, we will gladly replace the item that you ordered. If the item/s are not reported as damaged within the 24 hour period of receipt, then we will not be liable to refund or exchange your order.
You will be required to return the damaged item/s to us, upon which a new order will be sent to you or you will be refunded. You will not be permitted to keep the damaged item/s.
• You will be required to state a clear reason for your request to return the item accompanied by a picture of your jewellery. Please contact returns@orangesunonline.com and we will guide you accordingly.
• Please do not return item/s BEFORE communicating with us. Orange Sun Online reserves the right to refuse item/s without prior written notice or discussion or if the item/s is in a condition that is deemed as unacceptable.
• Item/s must be in their original condition when handed over to the courier company.
• The collection and delivery fee will only be free of charge if our investigation proved that your item/s was/ were damaged before dispatch.
• Any item/s that have been personalized or was specifically ordered for you is not eligible for exchange, return or refund.
• You may exchange an item/s but it must be unworn and undamaged with all original packaging and labels. Only necklaces, bracelets and rings may be exchanged. Orange Sun Online will not be responsible for any fees or costs when returning or exchanging your unwanted items.
• Earrings, body piercings products and hair accessories may NOT be exchanged due to hygienic reasons. These items cannot be returned, exchanged or refunded if its due to changing your mind.
• All exchanges, returns and refunds will be processed within 10 working days of receiving your goods and we will keep you updated on the progress via email.
• Gift vouchers cannot be refunded.
• If you are entitled to a refund but would prefer to exchange it for something else we will be happy to give you a gift voucher of equal value.