Ralph Jacobs Terms and Conditions

Issued by: Coscoroba Group Holdings (Pty) Ltd trading as Ralph Jacobs South Africa

Registration number: 2019/101093/07

Version: Version 2.0

Effective date: 21 April 2026

Important notice

These Terms are the master public-facing contract document for Ralph Jacobs sales and services. They distinguish always-incorporated commercial terms, conditional transaction-specific policies and statutory or compliance notices.

Nothing in these Terms excludes, limits or waives any right that cannot lawfully be excluded, limited or waived under applicable South African law.

Document hierarchy and incorporation map

1. Supplier and corporate information

1.1 These Terms and Conditions of Sale and Website Use are issued by Coscoroba Group Holdings (Pty) Ltd trading as Ralph Jacobs South Africa.

1.2 Registration number: 2019/101093/07.

1.3 Website: ralphjacobs.co.za. Telephone: +27 87 551 7635. Email: legal@ralphjacobs.co.za.

1.4 Physical address and principal place of business: Street No. 1, Kiewiet Street, Lake Umuzi Waterfront, Shop 6B Ralph Jacobs, Secunda, Mpumalanga, South Africa.

1.5 Ralph Jacobs operates as a jewellery retailer and service provider and may sell, source, manufacture, procure, design, cast, set, resize, engrave, repair, remake, polish, plate, assess, collect and deliver jewellery and related goods through in-store, online and assisted sales channels.

2. Purpose, scope and contract structure

2.1 These Terms govern website use, quotations, orders, sales, manufacture, sourcing, payment, delivery, collection, repairs, after-sales services, communications, complaints and dispute handling for all Ralph Jacobs transactions unless a separate signed agreement expressly states otherwise.

2.2 These Terms apply to transactions concluded in-store, on the Ralph Jacobs website, by telephone, by email, by WhatsApp, through social media, through remote consultations, and through any other assisted or electronic sales channel used by Ralph Jacobs.

2.3 These Terms must be read together with, and where relevant incorporate, the final written quote, final order summary, invoice, product page description, laboratory report details, care instructions and applicable Ralph Jacobs policy documents.

2.4 The always-incorporated core commercial documents are these Terms together with the Return, Refund, Repair, Exchange and Cancellation Policy, Warranty and Care Policy, Payments and Payment Refund Policy and Shipping, Delivery and Collection Policy.

2.5 If there is a conflict between informal discussions, social media content, marketing visuals, voice notes, preliminary quotations and the final written order confirmation, the final written order confirmation will prevail unless Ralph Jacobs made a material false, misleading or deceptive representation.

2.6 Nothing in these Terms excludes, limits or waives any right that cannot lawfully be excluded, limited or waived.

2.7 By using the website, requesting a quote, placing an order, paying a deposit, approving a design, instructing a repair or service, accepting delivery, collecting goods, or otherwise engaging in a transaction with Ralph Jacobs, the customer agrees to be bound by these Terms and the incorporated policy documents to the extent applicable.

3. Important legal notices

3.1 Many Ralph Jacobs items are custom-made, special-order, made-to-size or otherwise manufactured to the customer's selections. Those items are generally treated as special-order goods and are subject to stricter cancellation, return and refund rules.

3.2 Jewellery is subject to ordinary ownership risks, including scratches, dents, plating wear, bent claws or prongs, loosened settings, chain wear, clasp wear, stone damage caused by impact, and other risks described in the Ralph Jacobs Warranty and Care Policy.

3.3 Diamonds, gemstones and moissanite may be sold with or without an independent third-party report or certificate.

3.4 Lead times provided by Ralph Jacobs are generally estimates and minimum production indications, not guaranteed delivery dates, unless a specific date is expressly agreed in writing.

3.5 Certain clauses in these Terms limit risk, allocate responsibility, record acknowledgements, or warn of unusual or serious risks.

4. Definitions and interpretation

4.1 Assisted sales channel means a sale or prospective sale handled wholly or partly by Ralph Jacobs personnel through WhatsApp, telephone, email, social media, video consultation or any similar direct communication channel.

4.2 Business day means any day other than a Saturday, Sunday or official public holiday in South Africa.

4.3 Consumer means a person or customer who qualifies as a consumer under applicable South African law.

4.4 CPA means the Consumer Protection Act, 2008.

4.5 Customer means the purchaser, prospective purchaser, owner of property delivered for service, authorised representative of the purchaser, or any person acting on behalf of such person.

4.6 ECTA means the Electronic Communications and Transactions Act, 2002.

4.7 Goods includes jewellery, loose diamonds, loose gemstones, moissanite, mountings, settings, rings, earrings, chains, pendants, bracelets, wedding bands, engagement rings, bespoke items, repaired items, resized items, engraved items, reports or certificates supplied with such items, and associated packaging or accessories expressly included in the sale.

4.8 Services includes design work, consultations, sourcing, ring sizing assistance, resizing, repairs, polishing, plating, engraving, setting, resetting, tightening, remakes, inspections, valuations or assessment services.

4.9 Special Order Goods means goods that Ralph Jacobs is required or expected to procure, create, manufacture, cast, set, alter, size, engrave, modify or personalise specifically to satisfy a customer's selections, measurements, design instructions or preferences.

5. Eligibility, authority and customer responsibility

5.1 A customer who places an order, requests a quote, approves a design, instructs a repair, authorises a remake, or uses the website represents that the customer is at least 18 years old or is legally competent and properly authorised to do so.

5.2 If a person acts on behalf of another person, company, trust, partnership, close corporation, estate or other entity, that person warrants that they have full authority to bind that person or entity.

5.3 Ralph Jacobs may request proof of identity, authority, legal capacity, age, address, beneficial ownership, source of funds or any other supporting information reasonably necessary to verify an order, payment or instruction.

5.4 It is the customer's responsibility to ensure that all names, addresses, ring sizes, engraving text, stone selections, delivery details and other specifications supplied by the customer are complete and accurate before final approval.

5.5 Ralph Jacobs may rely on the information, measurements, photographs, screenshots, recordings and instructions supplied or confirmed by the customer.

5.6 The customer must notify Ralph Jacobs of any known metal allergies, sensitivity concerns, intended unusual use conditions, or special care issues before the order is accepted.

6. Product information, images, descriptions and approvals

6.1 Ralph Jacobs endeavours to describe goods and services accurately and in sufficient detail to enable an informed decision.

6.2 Website photographs, social-media images, renders, CAD images, videos, product builder visuals and sample images are illustrative.

6.3 Hand-finished and custom jewellery may display small differences in weight, dimensions, finish, symmetry, stone layout, setting profile, prong appearance, polish, engraving placement or other visual detail.

6.4 Natural diamonds and coloured gemstones may contain inclusions, colour zoning, graining, fluorescence, growth features, hue variation and other natural characteristics.

6.5 Silver may tarnish. Gold, silver and platinum may scratch, dent, compress or develop wear marks. White gold rhodium plating may wear off over time.

6.6 The final item will be manufactured according to the final stone actually selected and the final written order summary.

6.7 If mounted stones, total carat weights, millimetre sizes, finger sizes, or metal weights are stated as approximate, reasonable industry tolerances may apply.

6.8 Any variation by Ralph Jacobs is effective only if confirmed in writing by an authorised representative.

7. Diamonds, gemstones, moissanite and independent reports

7.1 Diamonds, gemstones and moissanite may be sold with or without an independent third-party report or certificate.

7.2 Where a diamond, gemstone or moissanite is sold with a report, Ralph Jacobs may identify and assess the stone by reference to the original supplied report, inscription, report number, dimensions, grading details, photographs or any other identifying feature.

7.3 A grading difference, valuation difference or later re-grading difference between laboratories does not by itself constitute a defect, a misdescription, or grounds for cancellation, return, refund or exchange, provided the stone supplied matches the original supplied report reference and Ralph Jacobs has not made a false, misleading or deceptive representation.

7.4 Laboratory reports, appraisals and valuation documents are issued by third parties.

7.5 Appraisals, valuations and insurance-replacement values are opinions only and are not guarantees of resale value, repurchase value, market appreciation or future replacement cost.

7.6 If a report, certificate or laboratory-sealed package is lost, damaged, altered, tampered with, mismatched, or not returned when required, Ralph Jacobs may refuse the claim or require the customer to pay the actual cost of reissue, replacement or re-certification.

7.7 If Ralph Jacobs supplies stones that are laboratory-grown, synthetic, simulated, imitation, treated, composite, filled, coated, enhanced or otherwise materially different from untreated natural stones, Ralph Jacobs will describe them according to the final written specification and applicable law.

7.8 Moissanite is a distinct gemstone material and is not a diamond.

8. Special-order, bespoke and custom-made goods

8.1 Ralph Jacobs does not ordinarily keep all finished goods in stock. Many items are made, sourced, cast, set, engraved, resized or otherwise prepared only after the customer's final selections are received and approved.

8.2 Any item made to the customer's metal choice, stone choice, stone shape, stone size, finger size, engraving text, finish, setting style, design amendment or other preference is treated as Special Order Goods unless Ralph Jacobs expressly confirms otherwise in writing.

8.3 Special Order Goods are generally final-sale items for change-of-mind purposes and are subject to the specific cancellation, return, exchange, refund and repair rules in the Ralph Jacobs Return, Refund, Repair, Exchange and Cancellation Policy and applicable law.

8.4 The customer acknowledges that Ralph Jacobs may incur unrecoverable costs once a custom or special order moves into production.

8.5 Unless Ralph Jacobs agrees otherwise in writing or applicable law requires otherwise, no change, cancellation, redesign or substitution may be made after procurement, casting, manufacture, engraving, setting, resizing or any irreversible process has started.

8.6 If Ralph Jacobs agrees to consider a late change request, additional costs, revised lead times, design fees, labour costs, and fresh approvals may apply.

9. Quotations, website listings and order acceptance

9.1 A quotation, price indication, website listing, social-media listing, product page, catalogue entry, design mock-up or consultation summary is an invitation to do business and not a binding acceptance by Ralph Jacobs, except to the extent applicable law provides otherwise.

9.2 An order placed by a customer is a request or offer to purchase on these Terms, the applicable policy documents and the final agreed specifications.

9.3 An automated website acknowledgement, payment acknowledgement, message-received notification, cart confirmation, quote transmission or consultation message does not by itself mean that Ralph Jacobs has accepted the order.

9.4 An order will generally be regarded as accepted only when Ralph Jacobs sends written order confirmation or acceptance, issues a final invoice after internal approval, commences manufacture or procurement, or dispatches or hands over the goods.

9.5 Ralph Jacobs may decline, suspend or cancel an order before acceptance if the goods or stones are unavailable, if there is a price or content error, if the order appears fraudulent or unlawful, if compliance information is not provided, or if payment cannot be verified.

9.6 If Ralph Jacobs is unable to perform after an order has been accepted, Ralph Jacobs will deal with the matter in accordance with applicable law.

9.7 For transactions concluded otherwise than in person, Ralph Jacobs will provide the customer with disclosures and written sales records required by applicable law.

9.8 The customer must carefully review the final order summary, quotation, product description and selected options before paying or giving final written approval.

10. Pricing, currency, taxes and pricing errors

10.1 Unless clearly stated otherwise, prices are quoted in South African Rand.

10.2 Unless clearly stated otherwise, displayed or quoted consumer prices are intended to include value-added tax where applicable.

10.3 Precious-metal, diamond and gemstone prices may fluctuate.

10.4 Quote validity applies only if the customer meets all attached conditions.

10.5 Ralph Jacobs may correct inadvertent, obvious, typographical, clerical, systems, pricing, content or stock errors, subject to applicable law.

10.6 If an advertisement or listing states a limitation on quantity, time or availability, supply at that price is limited accordingly.

10.7 Bank fees, card-acquiring fees, payment-gateway fees, conversion costs, reversal costs and similar third-party transaction charges may be deducted only where permitted.

10.8 The customer is responsible for customs duties, import taxes, local handling charges, bank charges, foreign exchange costs or other cross-border charges payable outside South Africa unless Ralph Jacobs expressly agrees otherwise in writing.

11. Payment, deposits, title and anti-fraud controls

11.1 Ralph Jacobs may accept only those payment methods displayed or approved for the relevant transaction.

11.2 Ralph Jacobs may require full payment, a deposit, staged payments, cleared funds, or a particular payment method before accepting or proceeding with an order.

11.3 Unless Ralph Jacobs expressly agrees otherwise in writing, manufacture, procurement, setting, engraving, dispatch, release or collection may be delayed until the required payment has cleared.

11.4 Deposits secure workshop capacity, sourcing allocation, design work and procurement commitment and may be non-refundable to the extent permitted by law.

11.5 Ralph Jacobs may conduct fraud prevention, payment security, verification and screening checks.

11.6 The customer must not use chargebacks, payment reversals or card disputes as a substitute for contractual and statutory complaint processes, except where lawfully entitled to do so.

11.7 Title in goods remains with Ralph Jacobs until full cleared payment has been received.

11.8 If the customer owes Ralph Jacobs any amount, Ralph Jacobs may retain possession of goods or property already in Ralph Jacobs' lawful possession to the extent permitted by law.

12. Compliance, identity verification and regulatory holds

12.1 Ralph Jacobs may request identity documents, address confirmation, beneficial ownership information, source-of-funds information, sanctions-screening information, anti-money-laundering information, payment verification documents, proof of authority or any other information reasonably required.

12.2 Ralph Jacobs may suspend processing, decline manufacture, refuse collection or delivery, refuse to conclude or continue a transaction, or cancel a transaction if satisfactory documents are not provided within the time requested.

12.3 Refunds in such circumstances will be dealt with subject to applicable law, actual unrecoverable costs already incurred, and lawful deductions.

12.4 Ralph Jacobs may make any disclosure, report, filing or communication required or permitted by law.

12.5 If the customer provides false, incomplete or misleading information, Ralph Jacobs may refuse or terminate the transaction to the extent permitted by law.

13. Manufacturing lead times, availability and event planning

13.1 Ralph Jacobs may provide manufacturing or sourcing estimates, including a minimum lead time of 20 working days for many made-to-order items. Unless expressly guaranteed in writing, any lead time is an estimate only.

13.2 Lead times ordinarily run only from the later of full or required cleared payment, final written specification approval, final ring size confirmation where relevant, and confirmation that selected materials or stones are available.

13.3 Lead times may be extended because of sourcing constraints, stone availability, manufacturing complexity, hand-finishing, public holidays, load-shedding, courier or shipping disruption, laboratory delays, compliance checks, force majeure, or other events beyond Ralph Jacobs' reasonable control.

13.4 Ralph Jacobs is not responsible for proposal plans, weddings, travel, photography sessions, ceremonies, gifting events, venue bookings or other arrangements made before goods are actually received.

13.5 If any selected component, stone, report or material becomes unavailable, Ralph Jacobs may offer an alternative subject to customer approval, or may cancel and refund as required by law.

13.6 Ralph Jacobs will not make any material substitution of metal type, primary stone type, primary stone shape or other key agreed specification without the customer's consent, unless permitted by law or the final written order.

14. Ring sizes, engraving text and customer approvals

14.1 Ring fit depends on finger shape, knuckle size, temperature, weather, hydration and other physiological factors.

14.2 If Ralph Jacobs offers sizing assistance and the customer declines, ignores or fails to use it properly, Ralph Jacobs is not responsible for an incorrect size later confirmed by the customer.

14.3 Engraving text, spelling, dates, initials, symbols and other personalised wording are manufactured strictly according to the customer's final written approval.

14.4 If the customer approves a CAD image, final render, wax, drawing, stone option, engraving proof or final order summary, Ralph Jacobs is entitled to rely on that approval.

15. Delivery, collection, inspection and shipping

15.1 Delivery arrangements, courier identity where known, delivery charges and collection options will be communicated before or at the time the transaction is concluded.

15.2 Delivery dates and dispatch dates are estimates unless expressly guaranteed in writing.

15.3 Unless the law provides otherwise, risk in goods passes to the customer when goods are delivered to and accepted by the customer or authorised recipient, or collected by the customer or nominated carrier.

15.4 If the customer arranges collection through their own carrier, courier, agent or representative, that person acts on the customer's behalf.

15.5 The customer must inspect goods on collection or as soon as reasonably possible after delivery and must report visible transit damage, shortages or obvious discrepancies promptly.

15.6 The customer is responsible for accurate delivery and collection details and for ensuring that an authorised recipient is available.

15.7 Ralph Jacobs may require proof of identity, order number, payment confirmation, written authority or other reasonable security checks before releasing goods.

15.8 For cross-border deliveries, the customer is responsible for ensuring that goods may lawfully be imported, possessed and used in the destination country.

16. Returns, refunds, exchanges, repairs and cancellation rights

16.1 Returns, refunds, exchanges, repairs, return authorisations, restocking positions, return administration fees, stone verification periods, courier rules, online cooling-off rights, direct-marketing rescission rights and special-order restrictions are governed primarily by the Ralph Jacobs Return, Refund, Repair, Exchange and Cancellation Policy.

16.2 The customer must follow the return procedures, authorisation requirements, timing requirements and documentation requirements in the Return Policy.

16.3 Nothing in these Terms creates a broader return, refund, exchange or cancellation right than the rights expressly provided by the Return Policy or applicable law.

16.4 No goodwill or discretionary return, refund, exchange or cancellation will be processed where the customer fails to comply with the Return Policy process, unless Ralph Jacobs waives that requirement in writing.

17. Warranty, care, maintenance and extended warranties

17.1 The Ralph Jacobs Warranty and Care Policy forms part of these Terms.

17.2 Ralph Jacobs provides the minimum warranty required by applicable law unless a broader written warranty is expressly provided.

17.3 Any extended warranty, maintenance plan, service contract, upgrade programme or enhanced after-sales benefit applies only if separately sold or granted in writing.

17.4 Routine maintenance, cleaning, polishing, plating, prong checks, tightening, resizing and inspections are ordinary ownership costs unless expressly included in writing.

17.5 A voluntary warranty or extended warranty may be voided to the extent permitted by law if the goods are misused, abused, subjected to impact damage, negligently handled, worn contrary to care instructions, chemically exposed, altered by a third party, or repaired, resized, engraved or reset by anyone other than Ralph Jacobs.

18. Repairs, resizing, remakes and customer-owned property

18.1 Repairs, resizing, resetting, engraving, plating, polishing or other services are performed subject to the CPA, these Terms, the Warranty and Care Policy, and any item-specific risk notice or service estimate.

18.2 Jewellery can contain hidden weaknesses, porosity, hairline fractures, pre-existing damage, prior poor-quality repairs, worn claws, work-hardened metal, heat-sensitive stones, cleavage planes and invisible structural issues.

18.3 If Ralph Jacobs warns the customer of an unusual or item-specific repair risk before work begins and the customer authorises the work, the customer accepts that disclosed risk to the fullest extent permitted by law.

18.4 Ralph Jacobs does not guarantee that a repaired, resized, replated, polished or remade item will be identical to its pre-service condition.

18.5 Any estimate for repair or service work may be revised if hidden damage, additional necessary work, unavailable components or extra labour become apparent after inspection.

18.6 Ralph Jacobs retains all common-law and contractual lien rights over customer property in its possession for unpaid amounts lawfully due.

18.7 Removed parts and materials will be returned or dealt with in accordance with applicable law, warranty conditions, insurance instructions and any written customer direction.

18.8 Ralph Jacobs may charge reasonable storage fees after notifying the customer that repaired or serviced goods are ready for collection, to the extent permitted by law.

19. Customer-supplied stones, metals, heirloom jewellery and outside materials

19.1 Ralph Jacobs is not obliged to accept customer-supplied stones, metals, mountings, findings, existing jewellery, heirloom pieces, lab reports or other third-party materials.

19.2 If Ralph Jacobs agrees to work with customer-supplied materials or heirloom items, Ralph Jacobs may require a signed risk acknowledgement, inspection form, valuation or intake document.

19.3 Customer-supplied and heirloom goods may carry hidden fractures, chips, cleavage, brittleness, prior treatment, wear, porosity, solder joints, thinning metal, historic damage or weaknesses.

19.4 Ralph Jacobs does not warrant the authenticity, grading, treatment history, structural integrity, previous repair quality, origin or value of customer-supplied items unless expressly stated in writing.

19.5 If a customer-supplied item proves unsuitable, unsafe or impractical, Ralph Jacobs may refuse to proceed, stop work, or require revised instructions and charges.

20. Reports, valuations, authenticity and third-party information

20.1 Ralph Jacobs may rely on information supplied by laboratories, insurers, couriers, refiners, setters, manufacturers, payment providers, stone suppliers or other third parties.

20.2 Authenticity testing, matching, grading, treatment identification, damage-causation analysis, inscription confirmation or laboratory verification may require third-party expertise and time.

20.3 Unless expressly agreed in writing, Ralph Jacobs does not provide legal, tax, investment, insurance, medical, appraisal, auction, buy-back or resale advice.

20.4 No value indication, resale discussion, trade-in discussion, replacement-value estimate or market commentary should be treated as a guaranteed future outcome or promise to repurchase.

21. Website use, electronic sales channels and platform terms

21.1 These Terms also regulate use of the Ralph Jacobs website, ring builder, product configurators, online content, downloadable materials and official Ralph Jacobs assisted sales channels.

21.2 The website and assisted sales channels are intended for lawful browsing, ordering, enquiry, customer support and related legitimate purposes only.

21.3 Ralph Jacobs may suspend or restrict website access, order-processing ability, quote access or account access if Ralph Jacobs reasonably suspects unlawful use, technical abuse, fraudulent activity or breach of these Terms.

21.4 Third-party platforms may have their own terms, outages, security controls and usage limits.

21.5 Customers must use only official Ralph Jacobs contact details and channels.

21.6 For website transactions, customers must use the review, correction and confirmation steps made available before final submission.

21.7 Where Chapter VII of ECTA applies, Ralph Jacobs intends the website to make available the supplier and transaction information required by law.

22. Website content, intellectual property and design rights

22.1 All website content, trade marks, logos, brand elements, photographs, renders, CAD files, sketches, designs, text, videos, software, layout, ring builder outputs, downloadable content and databases used by Ralph Jacobs remain the property of Ralph Jacobs or its licensors unless clearly stated otherwise.

22.2 The customer receives no intellectual property right, licence, ownership transfer or reproduction right merely because the customer purchased goods or requested a quote.

22.3 Unless Ralph Jacobs expressly agrees otherwise in writing, all custom design drawings, CAD models, manufacturing files and design concepts created by Ralph Jacobs remain the intellectual property of Ralph Jacobs.

22.4 The customer may not copy, reproduce, frame, scrape, modify, publish, reverse engineer, distribute, sell, license, create derivative works from, or otherwise exploit Ralph Jacobs content or design assets without written consent.

22.5 If the customer supplies artwork, logos, photographs, sketches, slogans, engraving text, design references or other material, the customer warrants that they have the right to use that material and grants Ralph Jacobs a licence to use it for the transaction.

22.6 The customer indemnifies Ralph Jacobs and the Protected Parties against third-party intellectual property claims arising from materials or instructions supplied by the customer, to the fullest extent permitted by law.

23. Privacy, direct marketing and personal information

23.1 Ralph Jacobs processes personal information for quotations, order fulfilment, manufacture, delivery, repairs, customer support, warranty administration, regulatory compliance, fraud prevention, payment processing, record keeping and dispute resolution, subject to applicable law including POPIA.

23.2 Ralph Jacobs may process the personal information of purchasers, recipients, authorised collectors, repair customers, representatives and other relevant persons.

23.3 Ralph Jacobs may share personal information with payment providers, couriers, laboratories, insurers, compliance service providers, professional advisers, regulators, law-enforcement bodies, courts or service providers where necessary.

23.4 Ralph Jacobs may communicate with customers by email, telephone, SMS, WhatsApp or other reasonable channels for transactional, service, fraud-prevention, legal and order-related purposes.

23.5 Marketing communications will be handled subject to applicable law. A customer may opt out of non-essential direct marketing.

23.6 Where a transaction results from direct marketing, applicable statutory cooling-off or rescission rights will be dealt with under the Return Policy and applicable law.

24. Electronic contracting, records and communications

24.1 Data messages may be used to negotiate, conclude, evidence, amend, approve and administer transactions to the extent permitted by law.

24.2 Information, approvals, signatures, initials, tick-box acceptances, click-wrap acceptances, OTP confirmations, typed names, scanned signed documents, email approvals, WhatsApp confirmations and similar methods may constitute valid electronic acceptance or signature where permitted.

24.3 Ralph Jacobs may keep electronic records reasonably connected to a transaction or dispute, subject to applicable law.

24.4 A data message sent by Ralph Jacobs is regarded as received when it reaches the customer's designated or used information system and is capable of being retrieved and processed.

24.5 The customer is responsible for notifying Ralph Jacobs promptly if contact details change.

24.6 No acknowledgement of receipt by the customer is required for a communication to be legally effective unless Ralph Jacobs expressly states otherwise in writing.

25. Bank details, payment instructions and cyber-fraud warning

25.1 Customers must exercise caution in relation to bank details, payment requests and payment confirmations transmitted electronically.

25.2 If banking details appear to change, if a payment request is unusual, or if the customer is uncertain, the customer must verify details directly with Ralph Jacobs using independently verified official contact details.

25.3 Ralph Jacobs is not liable for payments made to a fraudulent third-party account or imposter account following spoofed, intercepted or unauthorised communications not issued by Ralph Jacobs, unless the loss was caused by Ralph Jacobs' own failure to exercise reasonable care or liability that cannot lawfully be excluded.

25.4 Ralph Jacobs may require proof of payment, source confirmation, account-holder confirmation or other verification before recognising payment or releasing goods.

26. Promotions, vouchers, coupons and goodwill concessions

26.1 Any promotion, goodwill concession, discount, voucher, coupon, store credit, trade-in, upgrade, repair concession or ex gratia arrangement is subject to its specific written terms.

26.2 No goodwill concession creates a legal precedent or ongoing entitlement.

26.3 Store credits, vouchers or replacement benefits issued on a discretionary basis may be subject to time limits, channel limits, non-transferability, exclusions and other written conditions.

27. Warnings, care obligations and unusual risks

27.1 Jewellery is not indestructible. Daily wear, manual work, sport, gym use, sleeping, swimming, showering, gardening, lifting, chemicals, cosmetics, perfumes, lotions, hair products, chlorine, salt water, extreme heat, sudden impact and snagging can damage metal, plating, claws, settings, chains, clasps and stones.

27.2 Diamonds are hard but can chip or cleave when struck in certain ways. Coloured gemstones vary widely in hardness, toughness, treatment history and care requirements.

27.3 Small jewellery parts, loose stones or broken settings may present choking, swallowing, scratching or other hazards, especially for children.

27.4 The customer must follow the Ralph Jacobs Warranty and Care Policy and any product-specific instructions supplied.

27.5 Where Ralph Jacobs draws an unusual or serious risk to the customer's attention, the customer acknowledges that risk to the fullest extent permitted by law.

28. Customer obligations after delivery or collection

28.1 The customer must store jewellery safely, keep reports and proof of purchase secure, inspect settings periodically, stop wearing any item that becomes loose or damaged, and obtain suitable independent insurance for valuable goods.

28.2 The customer must not continue wearing an item once a loose stone, lifted claw, cracked shank, unreliable clasp, bent earring post, broken chain, severe plating wear or other condition requiring attention is noticed.

28.3 The customer must not rely on social-media care tips, third-party internet advice or home repair methods in place of professional jewellery care.

28.4 The customer must not permit third-party alteration, repair, resizing, engraving, setting or other work before Ralph Jacobs has had a reasonable opportunity to inspect a warranty or complaint issue, unless urgent circumstances or the law justify otherwise.

29. Complaints, internal resolution and dispute handling

29.1 Any complaint, claim, dispute, chargeback concern, warranty issue, delivery dispute, quality complaint, grading complaint or service complaint must first be addressed directly to Ralph Jacobs at legal@ralphjacobs.co.za with full supporting details.

29.2 The customer must provide all reasonably necessary information to enable Ralph Jacobs to assess the matter.

29.3 Ordinary complaints will ordinarily be investigated within 30 days. Complaints involving diamond or gemstone verification, certificate mismatches, switching allegations, fraud concerns, damage causation, third-party laboratory verification or other specialist assessment may take up to 90 days or longer.

29.4 The customer agrees not to commence duplicate or overlapping recovery processes in bad faith while Ralph Jacobs is actively investigating the complaint, without limiting non-excludable statutory rights.

30. Ombud, ADR, courts and jurisdiction

30.1 If a complaint cannot be resolved internally, the customer may use any complaint, ombud, tribunal or court route available under applicable law.

30.2 To the extent permitted by law, the customer consents in terms of section 45 of the Magistrates' Courts Act to the jurisdiction of the Magistrates' Court having jurisdiction over Ralph Jacobs' principal place of business in Secunda, Mpumalanga.

30.3 Except where prohibited by law or inappropriate, the parties should first attempt a cost-effective resolution in good faith before starting formal litigation.

30.4 Nothing in these Terms obliges a consumer to use one exclusive forum where the law gives that consumer a choice.

31. Limitation of liability and protected parties

31.1 To the fullest extent permitted by law, Ralph Jacobs and the Protected Parties are not liable for indirect, consequential, incidental, punitive, exemplary or special damages.

31.2 To the fullest extent permitted by law, Ralph Jacobs and the Protected Parties are not liable for loss, theft, damage, deterioration, breakage, stone loss, plating wear, scratching or other harm arising after delivery or collection due to normal wear and tear, misuse, abuse, impact, snagging, chemical exposure, neglect, accident, failure to maintain the item, third-party handling or unauthorised repair.

31.3 To the fullest extent permitted by law, Ralph Jacobs and the Protected Parties are not liable for losses caused by force majeure, supplier default, courier disruption, government action, power or network outage, customs delay, cyber incident by a third party, payment-provider failure, laboratory delay or any other event beyond Ralph Jacobs' reasonable control.

31.4 The limitations, exclusions, defences, waivers and protections in these Terms are stipulated for the benefit of Ralph Jacobs and each Protected Party.

31.5 Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

32. Customer indemnities

32.1 To the fullest extent permitted by law, the customer indemnifies Ralph Jacobs and the Protected Parties against third-party claims, costs and losses arising from the customer's breach of these Terms, unlawful use of the website, infringement of third-party rights through customer-supplied materials, false statements supplied by the customer, or unlawful instructions.

32.2 No indemnity requires the customer to indemnify Ralph Jacobs or any Protected Party for loss caused solely by Ralph Jacobs' own fraud, wilful misconduct, gross negligence where prohibited, or any liability that cannot lawfully be shifted to the customer.

33. Force majeure

33.1 Ralph Jacobs is not in breach of these Terms and is not liable for delay, non-performance, interruption or failure caused by events beyond Ralph Jacobs' reasonable control.

33.2 Ralph Jacobs will use reasonable efforts to mitigate the effect of a force majeure event where practicable, but lead times and performance obligations may be extended accordingly.

33.3 If a force majeure event makes performance permanently impossible, Ralph Jacobs may cancel the affected transaction and refund amounts to the extent required by law after deducting any amount lawfully deductible.

34. Foreign customers, cross-border transactions and mandatory laws

34.1 Ralph Jacobs conducts business primarily from South Africa and these Terms are drafted primarily for South African law.

34.2 If Ralph Jacobs agrees to supply goods or services to a customer outside South Africa, the customer remains responsible for compliance with foreign import rules, customs rules, taxes, local product restrictions and destination-country laws.

34.3 Subject to clause 30 and applicable conflict-of-law rules, these Terms and any dispute arising from them are governed by the law of the Republic of South Africa.

34.4 Where Chapter VII of ECTA applies to an electronic consumer transaction, the protections of that Chapter apply irrespective of the legal system otherwise applicable to the agreement.

35. Entire agreement, changes, severability and general provisions

35.1 The contract between Ralph Jacobs and the customer ordinarily consists of the final order confirmation, final quote or invoice, these Terms, incorporated core commercial policies, any disclosed specialist policy, signed acknowledgements or risk notices, and any other document expressly incorporated in writing.

35.2 Any waiver, indulgence or concession by Ralph Jacobs is valid only if recorded in writing by an authorised representative.

35.3 No failure or delay by Ralph Jacobs to enforce any right amounts to a waiver of that right.

35.4 If any provision of these Terms is unlawful, void or unenforceable, that provision must be severed or read down to the minimum extent necessary, and the remainder will continue in force.

35.5 Ralph Jacobs may amend these Terms from time to time by publishing an updated version on its website or making it available in-store.

35.6 These Terms are drafted in English and in plain language as far as reasonably possible.

35.7 The customer may not cede, assign, delegate or transfer any rights or obligations without Ralph Jacobs' prior written consent.

35.8 Ralph Jacobs system records, invoices, dispatch records, payment confirmations, email records, message logs, laboratory references, CCTV images, photographs, signed delivery records and collection records may constitute prima facie evidence of the relevant fact in the absence of manifest error.

35.9 These Terms do not create a partnership, agency, employment relationship or joint venture between Ralph Jacobs and the customer.

35.10 Any provision intended to survive termination, cancellation, return, refund, dispute or completion of the transaction will survive.

36. Contact details

36.1 Orders, complaints, returns, warranty queries, compliance queries and legal notices may be directed to Ralph Jacobs at legal@ralphjacobs.co.za or +27 87 551 7635.

36.2 Physical address for visits by arrangement, collections and legal service where appropriate: Street No. 1, Kiewiet Street, Lake Umuzi Waterfront, Shop 6B Ralph Jacobs, Secunda, Mpumalanga, South Africa.

36.3 Website information and policy documents are available from ralphjacobs.co.za.