Cancellation Policy
Last updated: 12 October 2026
1. INTRODUCTION
At Umlilo Fire Diamonds, we understand that circumstances may change after placing an order.
This Cancellation Policy outlines the conditions under which customers may cancel an order placed through our online store, as well as the procedures for requesting cancellations and receiving applicable refunds.
Umlilo Fire Diamonds is operated by Umlilo Diamonds (Pty) Ltd and is committed to treating customers fairly and complying with applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
2. CANCELLATION BEFORE DISPATCH
Customers may request to cancel an order before it has been dispatched.
To request a cancellation, please contact Umlilo Fire Diamonds as soon as possible, providing your order number, full name and contact details.
For standard, in-stock jewellery that has not yet been dispatched, cancellation requests will generally be accepted and a refund arranged through the original payment method.
If an order has already been processed for dispatch, we will advise whether cancellation is still possible or whether the order must be handled through our Returns & Refunds Policy.
3. CANCELLATION AFTER DISPATCH
If your order has already been dispatched, cancellation may be subject to the applicable return conditions outlined in our Shipping, Delivery & Returns Policy.
Customers may request a return of eligible jewellery within 7 days of delivery under our voluntary returns policy.
Any applicable statutory cooling-off or cancellation rights remain unaffected by this policy.
Where a customer exercises a statutory cancellation right, the relevant legal requirements, timeframes and permitted charges will apply.
4. MADE-TO-ORDER & CUSTOMISED JEWELLERY
Certain Umlilo Fire Diamonds pieces may be specially manufactured, personalised or customised according to individual customer specifications.
These may include:
Bespoke diamond jewellery.
Personalised or engraved pieces.
Jewellery manufactured to specific customer requirements.
Specially commissioned designs.
Once production has commenced, voluntary cancellation of these orders may not be possible.
Where cancellation is requested before production begins, we will assess the request and advise whether the order can be cancelled.
Any applicable charges or deductions will be limited to those permitted by law and the agreed terms of the order.
The statutory cooling-off right under the ECTA may not apply to goods made to a customer’s specifications or clearly personalised.
This exclusion does not affect customers’ rights regarding defective goods, incorrect products or other statutory remedies.
5. REFUNDS FOR CANCELLED ORDERS
Where a cancellation is accepted or required by law, the applicable refund will be processed through the original payment method wherever reasonably possible.
Payments made through Peach Payments will ordinarily be refunded using the payment gateway’s supported refund process.
Refund processing times may vary depending on the payment method and financial institution.
Where the ECTA requires a refund following a valid cooling-off cancellation, the refund will be made within the statutory timeframe.
No cancellation fee will be charged unless a fee or deduction is expressly permitted by applicable law.
6. ORDER CANCELLATIONS BY UMLILO FIRE DIAMONDS
In certain circumstances, Umlilo Fire Diamonds may be unable to fulfil an order.
These circumstances may include:
An item becoming unavailable.
An error in stock availability.
An unsuccessful or unverified payment.
Suspected fraudulent or unauthorised transactions.
An unexpected manufacturing or supply issue.
An incorrect product listing or pricing error, subject to applicable consumer law.
If we are unable to fulfil your order, we will contact you as soon as reasonably possible to explain the situation and discuss the available options.
Where an order cannot lawfully or reasonably be fulfilled and a refund is due, we will arrange the appropriate refund in accordance with applicable legislation.
7. DELAYED ORDERS
We aim to deliver standard online purchases within 7–10 working days, subject to stock availability, payment confirmation and courier operations.
Made-to-order and back-order items may require additional processing time, which will be communicated where applicable.
If we are unable to meet an agreed delivery timeframe, customers may have cancellation or refund rights under applicable legislation.
We will communicate significant delays and work with customers to resolve the matter fairly.
8. HOW TO REQUEST A CANCELLATION
To request an order cancellation, please contact Umlilo Fire Diamonds with the following information:
Your full name.
Your order number.
The email address associated with your purchase.
The item or items you wish to cancel.
The reason for cancellation, if you wish to provide one.
Our team will review your request and advise you of the cancellation status and any applicable next steps.
9. YOUR CONSUMER RIGHTS
Nothing in this Cancellation Policy is intended to exclude, restrict or override any rights granted to customers under applicable South African legislation.
Where the ECTA cooling-off provisions apply to an online transaction, consumers generally have the right to cancel within seven days after receiving the goods, without reason or penalty, subject to statutory exceptions.
The consumer may be responsible for the direct cost of returning goods where permitted by law.
Separate statutory rights may apply to defective goods, non-delivery, incorrect items or other circumstances covered by consumer protection legislation.
10. CONTACT INFORMATION
For assistance with order cancellations, please contact:
Umlilo Fire Diamonds
Umlilo Diamonds (Pty) Ltd
Office 904, 9th Floor
Bedford Centre Office Tower
Corner Smith & Bradford Roads
Bedford Gardens, Bedfordview, 2007
South Africa
Email: hello@umlilodiamonds.com
We will make reasonable efforts to respond to cancellation requests promptly and assist customers throughout the process.