Seasonal, High Season and Closure Policy

Document code: RJ-LS-10

Version: 3.0

Version date: 21 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 Policy explains how high season, supplier closure, production closure, courier congestion, public holidays and reduced-capacity periods affect orders, repairs, resizing, returns and deliveries.

If you are buying from outside South Africa, read this together with Where We Sell and Who You Buy From.

Where high season or a closure period means your order will take longer than our usual 30 days, we tell you the longer period before you place the order and ask you to accept it. If we have not told you, the standard period applies.

High season may include October, November, December, Valentine’s Day, wedding season peaks, promotional campaigns, supplier deadlines and any other period where order volume or operational risk increases.

We publish the exact dates for each season on this page before they affect any order. Current dates are in section 8. Where no dates are shown, no seasonal extension applies.

During closure or reduced-capacity periods, Ralph Jacobs may pause or limit:

• custom manufacturing;
• sourcing;
• repairs;
• resizing;
• engraving;
• warranty assessments;
• returns assessments;
• collection slots;
• courier dispatch; and
• customer service response speed.

Queue position may depend on the latest of:

• cleared payment;
• final customer approval;
• final specification;
• required customer documents;
• required FIC/AML/CFT/fraud/payment/customs checks;
• stone/component availability; and
• written acceptance of seasonal timing where required.

If your piece is for a proposal, a wedding, travel or another fixed date, tell us before you order. Please do not rely on an estimate for a date that matters. We will either give you a specific written commitment or tell you plainly that we cannot meet the date.

We acknowledge returns, repairs, warranty claims and complaints during a closure, and schedule the physical assessment for when we reopen. A closure does not pause your statutory rights or extend any deadline the law gives you. Urgent and safety matters are dealt with during the closure.

No seasonal extension or closure period is currently declared. Standard lead times and our usual 30-day online delivery period apply to every order.

When a high season or closure period is set, this section will show, before it affects any order:

• high season start and end dates;
• production closure dates;
• the last order date for delivery before the closure;
• the last collection and dispatch dates;
• which services are paused or limited;
• the reopening date; and
• the effect on returns, repairs and warranty assessments.

Until dates appear above, no seasonal extension applies to your order.