Returns and refunds

LAST UPDATED 20 SEPTEMBER 2026

1. Personalised and engraved items

Most of what we sell is made for one person. Once your name, message or photo is lasered into a watch, necklace, board or trophy, it cannot be undone and it cannot be sold to anyone else.

For that reason, personalised items cannot be returned or refunded because you changed your mind. Section 44 of the Electronic Communications and Transactions Act gives online shoppers a 7 day cooling off right, but that right does not apply to goods made to your own specification, which is what a personalised item is.

This does not affect your rights if the item is faulty, damaged or not what you ordered. Those are covered in section 3 and they apply to personalised items exactly as they do to anything else.

If we engraved it wrong

If the engraving does not match what you submitted, that is our mistake. We will remake the item and deliver it to you at no charge. Send us a photo on WhatsApp and we will start it the same day.

If the spelling you submitted was wrong, we cannot refund it, because we engraved exactly what you asked for. We will always quote you a reduced price to redo it. Please check your spelling carefully at checkout, as what you type is what the laser cuts.

2. Plain items and changing your mind

If you bought an item with no personalisation on it, you may return it within 7 days of delivery for a refund, under section 44 of the Electronic Communications and Transactions Act. The item must be unused, undamaged and in its original packaging.

You carry the cost of returning it to us. Once we have it and have checked it, we refund the price you paid for the item within 30 days. Any delivery fee you paid is not refunded.

3. Faulty, damaged or not as described

Under section 56 of the Consumer Protection Act, you have 6 months from delivery to return anything that is faulty, defective, unsafe, or not what you ordered. Within those 6 months the choice is yours, not ours: we will repair it, replace it, or refund you in full.

We arrange and pay for collection on these returns. You do not pay to send back something that was wrong.

This applies to personalised items too. An engraved watch that stops working is still a watch that stopped working.

4. Our one-year warranty

On top of the 6 months the law gives you, we back every item we sell with a one-year warranty from the date of delivery, whether we made it in our workshop or selected and tested it ourselves.

In months 7 to 12, if the item fails through a manufacturing or material fault, we will repair or replace it. This is our own promise, freely given, and it adds to your legal rights rather than replacing them.

What the warranty does not cover

• Accidental damage, drops, knocks and cracked glass
• Normal wear, including strap wear, scratches and plating fading through use
• Water damage. Our watches are water resistant for everyday wear such as rain and handwashing. They are not designed for swimming, showering or diving
• Damage from repairs, servicing or battery changes done by someone else
• Loss or theft

5. Checking your order at the door

If you are paying cash or card on delivery, please open the box and check the item while the driver is with you. Check the engraving, the finish and that it is the item you ordered. If anything is wrong, hand it straight back and do not pay for it. This is the easiest possible return and it costs you nothing.

6. How to start a return

1. Message us on WhatsApp +27 87 724 8144 or email sakhile@aumax.co.za.
2. Give us your order number and tell us what is wrong. A photo helps enormously and usually saves a collection trip.
3. We will tell you within 2 business days whether we are repairing, replacing or refunding, and arrange collection where we are paying for it.

7. How refunds are paid

Refunds go back the way the money came. If you paid by EFT we pay into the account the money came from. If you paid the driver, we pay into a bank account you give us. We do not refund in cash and we do not issue store credit unless you ask for it.

Once we have approved a refund we pay it within 10 business days.

8. Your rights

Nothing in this policy takes away any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. Where this policy and the law disagree, the law wins.

If you are unhappy with how we have handled a return, write to sakhile@aumax.co.za and we will respond within 5 business days. You may also refer a complaint to the National Consumer Commission.