At By Jupiter, we want you to be happy with the piece you have chosen. If something isn’t right, please contact us and we’ll do our best to make the process straightforward.
This policy explains how returns, refunds and exchanges are handled for purchases made through byjupiter.co.za. Nothing in this policy is intended to limit any rights you may have under applicable South African consumer law.
Change of Mind Returns
If you change your mind about an online purchase, you may notify us within 7 days of receiving your order that you wish to return it, where the statutory cooling-off right applies.
The piece should be returned in substantially the same condition in which it was received, together with its original packaging where reasonably possible. Please take reasonable care of the piece while it is in your possession.
For a change-of-mind return, the direct cost of returning the item is for your account. Please contact us before sending anything back so that we can provide the appropriate return instructions.
Once the returned item has been received, your refund will be processed in accordance with applicable law and returned using the appropriate payment method.
Damaged, Defective or Incorrect Items
If your order arrives damaged, is defective, or you receive an item different from the one you ordered, please contact us at hello@byjupiter.co.za as soon as reasonably possible. Photographs of the item and packaging may help us assess what has happened and resolve the matter more quickly.
Where goods do not meet the quality standards required by South African consumer law, your statutory rights apply. This may include the right, within the applicable period, to return qualifying defective goods at our risk and expense and choose an appropriate remedy provided by law.
If we sent you the incorrect item, we will arrange the correction at no additional cost to you.
Natural Stones and Handmade Pieces
Many By Jupiter pieces feature natural stone, crystal, mineral or fossil material. Variations in colour, pattern, shape, texture, inclusions, markings and size are part of the natural character of these materials and make each piece individual.
These natural characteristics are not, by themselves, considered defects.
Some pieces are also finished or assembled by hand. Small differences between individual pieces may therefore occur. We aim to represent each piece as accurately as reasonably possible through our photographs and descriptions.
Exchanges and One-of-a-Kind Pieces
Where an exchange is appropriate, please contact us before returning your piece so that we can confirm availability and provide return instructions.
Because many natural stones are individually shaped and patterned, an identical replacement may not always be available. Some By Jupiter pieces may also be one-of-a-kind or available in very limited quantities.
Where an identical replacement is unavailable, we will discuss the available options with you. Where you are legally entitled to choose a refund rather than a replacement, that right will not be affected by availability.
Returning Your Order
Please contact us at hello@byjupiter.co.za before returning an item. We will provide the appropriate return instructions and return address.
Please package returned pieces securely to help prevent damage while they are in transit.
For a change-of-mind return under the applicable online cooling-off provisions, the direct cost of returning the goods is for the customer’s account.
Where an item is returned because it is defective, unsafe or does not meet the quality standards protected by applicable consumer law, qualifying returns will be handled at By Jupiter’s risk and expense.
Refunds
Once we receive a returned item, we will confirm receipt and, where appropriate, inspect the piece to establish the nature of the return.
Approved refunds will ordinarily be made using the original payment method unless another method is agreed or reasonably required.
Where you exercise an applicable cooling-off right under the Electronic Communications and Transactions Act, the refund will be made within the period required by law.
Processing times after a refund has been issued may vary depending on your bank or payment provider.
Items That Cannot Be Returned
Certain statutory exceptions may apply to the right to return an online purchase. For example, the ECTA cooling-off right may not apply to goods made to a customer’s specifications, clearly personalised goods, goods that by their nature cannot be returned, and certain other categories specified by law.
Any exclusion from return will only be applied where permitted by law and does not remove your rights in relation to goods that are defective or otherwise fail to meet applicable consumer-protection standards.
Contact Us
If you would like to arrange a return or exchange, report a damaged or incorrect order, or have any questions about this policy, please contact us at:
Please include your order number and a brief description of the reason for contacting us. If the item is damaged or defective, photographs may help us resolve the matter more quickly.