Refund policy

Refund & Exchange Policy

Our jewellery is made by hand with love and passion. The artisanal nature of our products and the methods used to achieve unique textures may affect the overall finish and look of each piece. This is the same for our stones and pearls, which are naturally occurring and may vary in size, shine, inclusions, and colour. These variations make every piece truly one of a kind. We do not accept returns on products based on texture variation or slight colour differences such as oxidisation or gemstone colouring.

We kindly ask that you read our Refund & Exchange Policy carefully before making a purchase.

1. General Policy

All our pieces are handcrafted and inspected with great care prior to shipping. Due to their artisanal nature, we maintain a strict no-return and no-refund policy, except in the rare event of a verified manufacturing defect.

2. Manufacturing Defects

If your item arrives damaged or exhibits a clear manufacturing defect (e.g., broken clasp, loose setting, or faulty closure), please notify us within 3 days of receiving your order / original delivery date.
To initiate a claim:

  • Contact our customer care team at admin@terramarejewellery.com.

  • Provide your order number, clear photographs of the defect, and a brief description.

Once reviewed and approved by our quality team, we will offer one of the following solutions, at our discretion:

  • Repair of the item

  • Replacement with the same or similar item (subject to availability)

  • Store credit for the value of the item

3. Non-Returnable & Non-Exchangeable Items

For hygiene and customisation reasons, we cannot accept returns or exchanges on the following:

  • Earrings

  • Custom-made or personalised pieces

  • Sale or promotional items

4. Natural Variations

Please note that variations in texture, finish, patina, or gemstone characteristics (including inclusions, tone, and shape) are part of the handmade process and are not considered defects. These qualities are what make each piece uniquely beautiful.

5. Return Shipping

In the case of an approved exchange or repair, the customer is responsible for securely packaging the item and covering the cost of return shipping, unless the return is due to a verified manufacturing defect. We strongly recommend using a trackable and insured shipping method, as we cannot be held responsible for items lost or damaged in transit.

6. Refunds

We do not offer monetary refunds under any circumstances. Approved cases will be resolved through repair, exchange, or store credit only.
Store credits are valid for six months from the date of issue and are non-transferable.

7. Final Decision

All returns and exchanges are subject to inspection and approval by our quality team. The brand’s decision on the eligibility of an item for repair, replacement, or store credit shall be final.  

8. Disclaimer & Legal Notice (Applicable to EU and South Africa)

This Refund & Exchange Policy forms part of our Terms and Conditions of Sale. By completing a purchase, the customer acknowledges and agrees to all terms outlined above.

Our jewellery is handmade, and as such, each piece is unique. Slight variations in appearance, texture, or colour are characteristic of artisanal craftsmanship and are not considered defects under EU or South African consumer law.

We comply with the applicable provisions of the EU Consumer Rights Directive (2011/83/EU) and the South African Consumer Protection Act (Act No. 68 of 2008). However, because our items are handcrafted, customised, or made to order, the standard right of withdrawal or “cooling-off” period may not apply once production has begun or the product has been delivered, except where required by law in cases of verified manufacturing defects.

Our liability shall be limited strictly to the value of the product purchased. We cannot be held responsible for any indirect, incidental, or consequential loss or damage arising from the use, misuse, or inability to use our jewellery, including (but not limited to) allergic reactions, improper care, or normal wear and tear.

We reserve the right to amend or update this policy at any time, without prior notice, to ensure compliance with current legislation and to reflect changes in our operational practices.

This policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the European Union and the Republic of South Africa, and any disputes shall be subject to the exclusive jurisdiction of the competent courts in Cape Town, South Africa and, where applicable, EU Member States.