Payments and Verification

Document code: RJ-LS-04

Version: 3.6

Version date: 29 September 2026

Effective date: 1 October 2026

Issued by: Ralph Jacobs SA (Pty) Ltd (reg. 2019/101093/07) and Ralph Jacobs NZ Limited (company no. 9334729) — see Where We Sell for which company sells to you

Supersedes: all earlier published versions of this document

This page explains how you pay us, including lay-by, when we treat your payment as received, when we may need to verify something before releasing your order, and how refunds work.

It goes with our Terms and Conditions, Returns Policy and Privacy Notice. Some of what follows differs depending on which Ralph Jacobs company you are buying from — see Where We Sell and Who You Buy From. Where it differs, we say so.

The payment methods available to you are shown at checkout, on your payment link, on your invoice or in your written quote. Depending on where you are and what you are buying, these may include:

• electronic funds transfer;
• debit and credit card;
• approved payment gateways and wallets; and
• approved buy-now-pay-later and instalment products offered by third-party providers.

Our payment partners — for transactions with Ralph Jacobs SA (Pty) Ltd. We have agreements with the following companies to facilitate payments on our behalf:

For transactions with Ralph Jacobs NZ Limited, card and wallet payments at checkout are processed through Shopify Payments, provided by Shopify with Stripe as the payment processor. The South African partners above do not process payments for Ralph Jacobs NZ Limited.

Some of these partners present further payment or instalment options provided by other companies. Where you choose one of those, your agreement for it is with the company providing it. We do not necessarily have a direct agreement with every option a partner may show you, and we are not responsible for the terms of an arrangement we are not party to. Read the terms the provider gives you before you accept.

If a method is not shown at your checkout, it is not available for your order.

We recommend paying online. Card, wallet and gateway payments confirm instantly, reach the right account automatically, and leave you nothing to verify. An electronic funds transfer means you have to type our account details yourself, which is where things go wrong. Use the online methods if you can.

Where an electronic funds transfer is appropriate, we publish our banking details at:

https://payments.ralphjacobs.org

That page is the only place we publish them. Details on it are shown per country and per selling company, so make sure you are looking at the right ones for your order.

Never pay on banking details you have not confirmed by telephone

Whatever you see on this site, on an invoice, or in an email, the responsibility to verify the account before paying remains yours. Telephone the number shown for the relevant country and confirm the account number — and, for a South African account, the branch code — verbally with someone you know. Treat any notice that our banking details have changed as fraudulent until you have done so.

We put this as bluntly as we can because the fraud is common and it works. Criminals intercept email, copy a real invoice, change one line, and send it on. The invoice looks right because it is ours. Only the account number is not.

Two things that follow from this:

• We will never tell you by email alone that our banking details have changed. If you receive such a message, do not act on it and do not reply to it. Telephone us.
• Once you have paid a fraudulent account, the money is usually gone. It leaves your bank on your instruction, and neither bank will reverse it. A two-minute phone call before you pay is the only reliable protection, and nothing we or your bank do afterwards substitutes for it.

For transactions with either company — Ralph Jacobs SA (Pty) Ltd or Ralph Jacobs NZ Limited — telephone +27 87 551 7635 and ask for confirmation of the account. Do not use a number taken from the message you are checking.

The line is answered in South Africa, Monday to Friday, 08:00 to 17:00 South African time. In New Zealand that is 18:00 to 03:00 during New Zealand standard time, and 19:00 to 04:00 during New Zealand daylight time. If you cannot call within those hours, pay by card or another online method instead, or wait until you can confirm.

None of this reduces our own responsibility to you where we are at fault, and nothing in this section takes away a right the law gives you.

Ralph Jacobs does not lend money and does not provide credit.

Where a buy-now-pay-later or instalment option appears at checkout, that product is provided by an independent third-party credit provider, not by us. If you choose it:

• your credit agreement is with that provider, not with Ralph Jacobs;
• that provider decides whether to approve you, sets the cost of the credit, and is responsible to you for that agreement;
• that provider is registered with its own regulator, and its terms, fees and interest are disclosed to you by it before you accept; and
• we are paid the purchase price by the provider and treat your order as paid.

Cancelling or returning goods does not automatically cancel your credit agreement. If you return an item and we refund the provider, you must still deal with the provider about your instalments. Contact them directly as well as us.

If you have a complaint about the credit itself — the approval decision, the cost, the instalments or the collection — that complaint goes to the provider, and to that provider’s regulator or ombud, not to us. If your complaint is about the goods, it comes to us.

Lay-by is available only on orders delivered within South Africa, from Ralph Jacobs SA (Pty) Ltd. It is not offered by Ralph Jacobs NZ Limited on orders delivered anywhere else.

Lay-by is for pieces that already exist

We offer lay-by on stock items only — a finished piece we already hold and can set aside for you. We do not offer it on a piece made to your specification.

The reason is in the nature of a lay-by. A lay-by works by our holding a specific item out of stock while you pay for it. There has to be an item to hold. A piece built to your brief does not exist when the order is placed, so there is nothing to set aside — and if you cancel partway through, we are not putting a ring back on the shelf, we are holding a piece made for one person that has to be broken down.

We would rather tell you now than let you discover it at cancellation. The law caps a lay-by cancellation penalty at 1% of the price. That is a fair figure for a stock item we can simply re-shelve. It is not a figure that could ever cover a piece we designed, cast, set and finished — so offering lay-by on custom work would mean either charging you something the law does not allow, or absorbing a loss we cannot absorb. We do neither. We do not offer it.

If the piece you want is made to your specification, section 13A of Terms and Conditions sets out what applies instead — including what cancelling costs at each stage of production, which we tell you before you order. Ask us about a deposit and staged payments, which is how made-to-order work is normally paid for.

A lay-by is not credit. You pay for your piece in instalments and we hold it for you until you have paid in full. Lay-by is governed by section 62 of the Consumer Protection Act 68 of 2008 and Regulation 34 of the Regulations under that Act.

How ours works

• The maximum lay-by period is 6 months from the date we accept your lay-by.
• Your lay-by agreement records the item, the full purchase price, the instalments and the completion date.
• We hold the item. We do not release it until the full price is paid.

Your protections under the law

• Every rand you pay us stays your money until we hand the item over. It is not our money in the meantime.
• The item stays at our risk until we deliver it to you. If it is lost, stolen or damaged while we are holding it, that is our problem, not yours.
• Your piece is set aside and tagged to you from the day your lay-by starts. It is not sold to anyone else and it is not returned to stock while your lay-by is running.
• In the unlikely event that we cannot hand it over once you have paid in full, section 62(2) of the Consumer Protection Act gives you the choice between a replacement of comparable or better description, design and quality, and a refund. Where the failure was genuinely outside our control, that refund carries interest at the rate prescribed by law. Where it was not, the Act provides for further compensation.

If you cancel, or do not finish paying

If you cancel before paying in full, or you have not completed payment within 60 business days after your completion date, we may cancel the lay-by and charge a cancellation penalty.

• The penalty is 1% of the full purchase price, which is the maximum the law allows.
• We refund everything else you have paid.
• If you ask, we will immediately give you written details of how we calculated the penalty.
• We charge no penalty at all if you could not complete payment because you died or were hospitalised.

We can only charge a cancellation penalty if we told you about it before you entered the lay-by. It is set out here and it is stated on your lay-by agreement, and we ask you to acknowledge it when you sign.

We may hold your order until:

• cleared funds have reached us;
• the payment has reconciled to your order;
• fraud checks are complete; and
• the payment provider has confirmed the transaction.

A proof of payment is not the same as cleared funds. We understand the difference is frustrating on a same-day collection, and we will tell you where your payment stands if you ask.

Before you place your order we show you:

• the full price in the currency you are being charged;
• which Ralph Jacobs company you are contracting with;
• whether VAT or GST is included;
• delivery and courier insurance charges;
• any administration, resizing, valuation or repair fee that applies; and
• any payment-provider fee we pass on.

For deliveries outside the country we ship from, import duties, import VAT or GST, clearance fees and broker fees may be charged by your own country’s customs authority or courier. We tell you at checkout whether these are included in what you pay us or payable by you on arrival. Where they are payable by you, we cannot tell you the exact amount in advance — it is set by your country, not by us.

We may ask you for identity, address, bank-account, payment-instrument, company or ownership information, and in some cases for information about where your funds come from.

We ask for this because it protects you and us against fraud, and because the law requires it of businesses dealing in high-value goods.

For transactions with Ralph Jacobs SA (Pty) Ltd, these duties arise under the Financial Intelligence Centre Act. For transactions with Ralph Jacobs NZ Limited, equivalent New Zealand anti-money-laundering rules apply.

If you cannot or will not give us information we are lawfully required to obtain, we may not be able to release, deliver or refund your order. We will tell you what we need and why.

7A. How to send it — the only route we accept

Do not email us your identity documents. Email is not secure, an identity document is exactly what an identity thief needs, and a mailbox is the wrong place for it to sit. We do not accept identity or verification documents by email, and if you send them that way we will ask you to use the route below instead.

There is one route, and it has two steps:

1. Complete the form at kyc.ralphjacobs.org.

The form does not save anything you type. Nothing is transmitted to us while you fill it in and nothing is stored on the page. You complete it, print it, sign it, and it exists only as your printed copy until you send it.

2. Upload the signed form and your supporting documents at kyc.ralphjacobs.org/upload.

That is a secure upload. It is the only place we receive verification documents.

What this means for a message asking you to do something else. If anyone tells you to email your identity document to us, to send it by WhatsApp, or to upload it anywhere other than kyc.ralphjacobs.org/upload, that request did not come from us. Telephone +27 87 551 7635 before you act on it. The same reasoning applies here as to our banking details in section 2A — verify first.

We handle everything you give us in line with our Privacy Notice. Access to uploaded documents is restricted to the staff who need it for the check, and we keep them only for the period the law requires.

We may place an order on hold while a payment, fraud, verification or legal check is completed.

If we place a hold, we will tell you that your order is on hold and give you a point of contact. There are some checks we are not permitted by law to discuss with you. Where that is the case we will say so plainly rather than mislead you. A hold is not an accusation.

Nothing in this section affects your right to a refund where the law gives you one.

We limit cash payments. For higher-value purchases we will usually ask you to pay by transfer or card.

For transactions with Ralph Jacobs SA (Pty) Ltd:

Where we do accept cash, South African law requires us to report cash transactions above a set threshold to the Financial Intelligence Centre. This is a routine reporting duty, not a suggestion that anything is wrong.

We will not split a payment, or accept a payment split across days or people, in order to stay under a reporting threshold. Please do not ask us to.

For transactions with Ralph Jacobs NZ Limited: we cannot accept cash of NZD 10,000 or more for jewellery, watches, precious metals or diamonds. This is a legal prohibition under New Zealand law, not a policy we can waive.

If your order is paid by someone other than you, we may need to know who they are, their relationship to you, and that they authorised the payment. Where a company pays, we may need to verify who owns and controls it.

We will not release goods where we cannot resolve a question about who is paying or who the goods are for.

Where we refund you, the money goes back by the same route it came in — same card, same bank account, same provider — unless the law, the payment provider’s rules or a written agreement with you requires otherwise.

Where a refund must go to a bank account, we may ask you to prove the account is yours before we pay it.

Timing. Where the law sets a deadline for a refund, we meet it. Where a payment provider or bank controls the timing of the reversal, the time it takes to reach you is in their hands, not ours, and we will tell you what we have done and when.

If something has gone wrong, please contact us first. Most problems are quicker to fix directly than through a chargeback, and a chargeback does not stop us helping you.

If you do raise a chargeback, we may give your bank or payment provider the records of the transaction — your order, proof that you accepted our terms, delivery evidence, our correspondence with you and the product records — so that they can decide it properly.

We may hold back release, dispatch, collection or handover until payment, verification and delivery checks are complete.

We do not release goods against a promise to pay later, and we do not charge interest or late fees. If you want to pay over time, use our lay-by (section 4) or one of the third-party options in section 3.

Nothing on this page limits a right you have under the Consumer Protection Act, the Electronic Communications and Transactions Act, or the consumer law of your own country where that law applies to your purchase. Where anything here conflicts with a right you cannot lawfully be deprived of, that right applies.

Ralph Jacobs SA (Pty) Ltd · Registration number 2019/101093/07

Telephone +27 87 551 7635

Proof of payment: pop@ralphjacobs.co.za (orders delivered in South Africa) · pop@ralphjacobs.co.nz (all other orders). A proof of payment is not cleared funds.

Refunds, invoices and statements: accounts@ralphjacobs.co.za (South Africa) · accounts@ralphjacobs.co.nz (New Zealand and Australia) · accounts@ralphjacobs.co (international)

Company and Legal Information · Complaints and CGSO