Returns & Refunds

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RETURNS & REFUNDS POLICY

SoveReign Surgical Steel Body Jewellery

1. IMPORTANT NOTICE (PLEASE READ BEFORE PURCHASING)

Due to the personal, hygienic and intimate nature of body piercing jewellery, all purchases are subject to strict return and refund limitations.

By completing a purchase on this website, you confirm that you have read, understood and agreed to this policy in full.

2. NO RETURNS ON OPENED OR USED ITEMS (STRICT HYGIENE POLICY)

For health, hygiene and safety reasons, the following applies:

  • No returns, refunds or exchanges will be accepted on any item that:
    • Has been opened
    • Has been worn, tried on, inserted or used in any way
    • Has had its original packaging or seal broken

This is non-negotiable and applies regardless of circumstance.

👉 This aligns with South African consumer law, which allows exclusion of returns for hygiene-sensitive goods once opened.

3. CHANGE OF MIND / INCORRECT PURCHASES

We do NOT accept returns or refunds for:

  • Incorrect size selection
  • Incorrect product choice
  • Change of mind after purchase

The responsibility lies entirely with the customer to:

  • Ensure correct sizing
  • Read product descriptions carefully
  • Confirm suitability before purchase

No exceptions will be made.

4. ALLERGIES, REACTIONS & MATERIAL RESPONSIBILITY

  • Our jewellery is made primarily from stainless steel / 316L surgical steel, but may contain additional materials or coatings.
  • It is the customer’s sole responsibility to:
    • Be aware of any allergies or sensitivities
    • Confirm compatibility before purchasing

SoveReign will not be held liable for:

  • Skin reactions
  • Allergies
  • Irritation or discomfort

❌ No returns, refunds or exchanges will be granted for these reasons.

5. GENERAL WEAR, DAMAGE & CARE

SoveReign is not responsible for:

  • Tarnishing (natural process over time)
  • Damage caused by:
    • Water exposure
    • Chemicals (perfume, lotions, etc.)
    • Improper storage or handling
    • Physical force or misuse

These are considered normal wear and tear or customer misuse.

❌ No refunds or replacements will be issued.

6. DEFECTIVE, DAMAGED OR INCORRECT ITEMS (CPA RIGHTS)

In accordance with the South African Consumer Protection Act (CPA):

You may qualify for a return ONLY IF:

  • The item is:
    • Defective
    • Damaged on arrival
    • Incorrectly supplied

AND

  • You notify us within 48 hours of delivery

6.1 CONDITIONS FOR DEFECT CLAIMS

To qualify:

  • Item must be:
    • Unused
    • Unworn
    • In original sealed packaging
  • Proof of purchase is required
  • Clear photographic evidence must be provided

We reserve the right to:

  • Inspect the item before approval
  • Reject claims that do not meet criteria

6.2 CPA 6-MONTH WARRANTY (LIMITED APPLICATION)

Under the CPA, customers may return goods within 6 months ONLY if:

  • The item is defective or not fit for purpose

However:

  • This does NOT override hygiene restrictions
  • Items that have been used or worn cannot be returned

If approved, SoveReign reserves the right to:

  • Repair
  • Replace
  • Or refund

(as permitted by law and at our discretion)

7. RETURN PROCESS (STRICT PROCEDURE)

No returns will be accepted without prior approval.

Step 1:
Email: info@sovereignsurgicalsteel.co.za

Include:

  • Order number
  • Description of issue
  • Clear photos

Step 2:
Wait for written approval and instructions

Step 3:
Ship item back only if approved

⚠️ Items returned without approval will be refused.

8. SHIPPING COSTS

  • If the return is due to:
    • Defect
    • Damage
    • Incorrect item

➡️ SoveReign will cover return shipping

  • If return is approved under any other exceptional circumstance:
    ➡️ Customer is responsible for all shipping costs

Shipping fees are non-refundable.

9. REFUNDS

  • Refunds are processed only after inspection and approval
  • Refunds will be issued to the original payment method only
  • Processing time: up to 10 business days

SoveReign reserves the right to:

  • Refuse refunds if conditions are not met
  • Deduct applicable costs where legally permitted

10. EXCHANGES

  • Exchanges are not guaranteed
  • Only considered if:
    • Item is defective or incorrect

Otherwise:

➡️ Customer must place a new order

11. ORDER CANCELLATIONS

  • Orders may only be cancelled before dispatch
  • Once shipped:
    • Cancellation is no longer possible
    • Policy terms apply

12. LIMITATION OF LIABILITY

SoveReign shall not be held liable for:

  • Incorrect use of products
  • Improper care or handling
  • Allergic reactions
  • Incorrect sizing choices

All risk transfers to the customer upon delivery.

13. FINAL AUTHORITY

SoveReign reserves the full right to:

  • Approve or reject any return, refund or exchange
  • Interpret and enforce this policy
  • Update this policy at any time without prior notice

14. CROSS-REFERENCE TO TERMS & CONDITIONS

This Return & Refund Policy must be read together with our Terms & Conditions.

By placing an order with SoveReign Surgical Steel, you expressly agree that:

  • This policy forms part of a legally binding agreement
  • Any disputes will be interpreted in conjunction with:
    • Website Terms & Conditions
    • Product descriptions
    • Order confirmations

In the event of any conflict:

The strictest interpretation in favour of SoveReign shall apply, to the fullest extent permitted by South African law.

15. CHARGEBACK & PAYMENT DISPUTE POLICY (STRICT)

15.1 PROHIBITION OF ABUSIVE CHARGEBACKS

By completing a purchase, you agree that:

  • You will not initiate a chargeback or payment dispute without first contacting SoveReign and allowing reasonable opportunity to resolve the issue.

The following are considered invalid / abusive chargebacks:

  • Attempting to bypass this Return & Refund Policy
  • Claiming “item not as described” when product details were clearly provided
  • Claiming dissatisfaction due to:
    • Size selection
    • Change of mind
    • Personal preference
  • Claims relating to hygiene-restricted items that cannot legally be returned

15.2 FORMAL DISPUTE REQUIREMENT

Before initiating any dispute (including via PayFast, your bank, or card issuer), you must:

  1. Contact us via email
  2. Provide full details and evidence
  3. Allow at least 3–5 business days for resolution

Failure to follow this process may result in:

  • Immediate dispute rejection
  • Submission of evidence against your claim

15.3 EVIDENCE SUBMISSION RIGHTS

SoveReign reserves the full right to submit the following in any dispute or chargeback case:

  • Proof of delivery
  • Customer acceptance of this policy
  • Product descriptions and sizing information
  • Communication records
  • Hygiene restriction clauses

This will be used to contest and reverse fraudulent or invalid disputes.

15.4 LIABILITY FOR FRAUDULENT DISPUTES

Where a chargeback or dispute is found to be:

  • False
  • Misleading
  • In bad faith

SoveReign reserves the right to:

  • Recover all costs incurred
  • Blacklist the customer from future purchases
  • Pursue legal action where applicable

16. PAYFAST-SPECIFIC TERMS (VERY IMPORTANT)

16.1 PAYMENT FINALITY

All payments processed via PayFast are:

  • Verified and authenticated at checkout
  • Considered final and authorised by the customer

By completing payment, you confirm:

  • You are the authorised cardholder/account holder
  • You approve the transaction in full

16.2 DISPUTE HANDLING VIA PAYFAST

In the event of a dispute through PayFast:

  • SoveReign will respond with full supporting documentation, including:
    • This policy
    • Proof of customer agreement
    • Delivery confirmation
    • Product compliance evidence

PayFast’s process does not override:

  • Hygiene restrictions
  • Customer responsibility clauses
  • CPA-compliant limitations

16.3 REVERSALS & REFUNDS VIA PAYFAST

  • Refunds (if approved) will be processed via PayFast to the original payment method only
  • No alternative refund methods will be used

SoveReign reserves the right to:

  • Refuse refunds that do not comply with this policy
  • Deduct transaction or administrative costs where permitted

16.4 FRAUD PREVENTION & RISK FLAGS

Orders flagged by PayFast or internal systems as:

  • High-risk
  • Suspicious
  • Potentially fraudulent

may be:

  • Delayed
  • Cancelled
  • Refunded at SoveReign’s discretion

This is done to protect both the business and legitimate customers.

17. NON-RETURNABLE GOODS ACKNOWLEDGEMENT

At checkout, customers explicitly acknowledge that:

  • Body piercing jewellery is classified as a hygiene-sensitive product
  • Once opened, it is legally non-returnable
  • This limitation is compliant with South African consumer protection standards

This acknowledgement forms part of the transaction record and may be used in dispute resolution.

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