Return & Exchange Policy

1. Overview

Since digital gold holdings are not physical products, this policy covers only physical items:

• Gold jewelry (from e-commerce or redemption)
• Silver jewelry and items
• Diamond jewelry
• Gold coins and bars (from e-commerce or redemption)
• Silver coins and bars
• Other precious metal products

2. Eligible Returns

Physical products may be returned in the following circumstances:

3. Non-Returnable Items

The following items and circumstances are not eligible for return:

3.1 Change of Mind

• We do not accept returns if you simply changed your mind about the purchase
• For e-commerce products, the transaction is considered final once delivered
• For digital gold redemption, you redeemed your digital gold voluntarily

Exception: We may consider returns on a case-by-case basis for high-value items (above ₹50,000) within 7 days, subject to a restocking fee of 3-5%.

3.2 Products Showing Signs of Use or Wear

• Products that have been worn, used, or altered in any way
• Products with scratches or damage caused after delivery
• Jewelry with missing stones or components (unless defective at delivery)

3.3 Missing Certificates or Packaging

• Products returned without the original certificate of authenticity
• Products returned without the original hallmark certificate
• Products returned without the original tamper-proof packaging
• Products returned without the invoice

3.4 Customized or Personalized Products

• Products that were customized as per your specifications (engraving, special design, custom size)
• Personalized jewelry with names, initials, or special messages

Exception: If the customization was done incorrectly (not as per your specifications), we will accept the return.

3.5 Products Delivered as Per Order

If the product delivered matches your order specifications and is in perfect condition, it cannot be returned

3.6 Delayed Reporting

Returns requested after the specified timelines (48 hours for damage/wrong product, 7 days for authenticity/size concerns) will not be accepted

Exception: In case of latent defects (defects not visible immediately), we may consider returns up to 15 days with proper evidence.

3.7 Promotional or Sale Items

Products purchased during special promotions or sales may have different return policies (as specified at the time of purchase)

4. Return Process

If you wish to return a product, please follow these steps:

Step 1: Contact Customer Support

Contact our Customer Support team immediately:

• Email: contact@preciousgoldsmith.com
• Phone: +91 99336 61149
• In-App Chat: Available in the App

Provide the following information:

• Your Order ID and transaction details
• Reason for return
• Photographic or video evidence of the issue (for damaged/defective/wrong products)
• Invoice and certificate details

Step 2: Return Authorization

• Our team will review your request within 24 hours
• If your return is eligible, you will receive a Return Authorization Number (RAN)
• Returns without a valid RAN will not be accepted

Step 3: Packaging the Product

• Pack the product securely in its original packaging
• Include the original invoice, hallmark certificate, and certificate of authenticity
• Ensure the package is tamper-proof and properly sealed
• Do not write or mark on the original packaging
• Include the RAN on the package

Step 4: Reverse Pickup

• We will arrange a reverse pickup through our logistics partner at no cost to you (for eligible returns)
• You will receive a pickup confirmation with date and time
• Ensure someone is available at the registered address to hand over the package
• Obtain a pickup receipt from the logistics agent

Self-Return Option:

• You may also self-ship the product to our address (at your own cost)
• Use a reputable courier service with tracking and insurance
• Ship to: KSAN Industries LLP, New No: 46, Old No: 70/1, Bazullah Road, T Nagar, Chennai – 600017

Step 5: Inspection and Verification

Once we receive the returned product, our team will inspect it for:

• Condition and authenticity
• Completeness (product, certificate, packaging, invoice)
• Verification against your return reason

Inspection will be completed within 3-5 business days of receiving the product

Step 6: Return Approval or Rejection

If Approved:

• You will receive a confirmation email/SMS
• You can choose between:
  • Refund: Full refund to your original payment method
  • Re-credit (Digital Gold Redemption Only): Digital Gold equivalent re-credited to your Gold Account
  • Exchange: Replacement product of equivalent value (subject to availability)

If Rejected:

• You will receive a detailed explanation of the rejection reason
• The product will be shipped back to you
• Return shipping charges may apply if the rejection is due to your fault (e.g., product damaged after delivery, missing items)

5. Exchange Policy

5.1 Exchange Eligibility

Exchanges are available only in the following cases:

• Damaged or defective product (verified by us)
• Wrong product delivered
• Size issues (for jewelry)
• Subject to availability of replacement product

5.2 Exchange Process

• Follow the same return process outlined in Section 4
• Indicate that you prefer an exchange instead of a refund
• If the replacement product has a different value:
  • Higher Value: You will need to pay the difference plus applicable charges
  • Lower Value: The difference will be re-credited to your Gold Account (for redemption) or refunded (for e-commerce)

5.3 Exchange Timeline

• Once your return is approved, the replacement product will be dispatched within 7-10 business days
• You will receive tracking details via email/SMS
• Delivery timeline as per our Shipping & Delivery Policy

5.4 Exchange Limitations

• Only one exchange allowed per order
• Exchanges are subject to product availability
• Customized products cannot be exchanged (unless defective)

6. Refund for Returned Products

6.1 Refund Components

If your return is approved and you choose a refund, you will receive:

For E-commerce Products:

• Product Price: Full refund
• Making Charges: Full refund (if error was on our part)
• Delivery Charges: Full refund (if error was on our part)
• GST: Full refund of GST paid

For Digital Gold Redemption:

• Making Charges: Full refund (if error was on our part)
• Delivery Charges: Full refund (if error was on our part)
• GST: Full refund of GST paid
• Digital Gold Equivalent: Re-credited to your Gold Account (if you prefer)

6.2 Refund Timeline

• Refunds will be processed within 7-10 business days after return approval
• The refund will be credited to your original payment method
• Actual credit to your bank account may take an additional 2-3 business days depending on your bank

6.3 Partial Refunds

Partial refunds may apply in the following cases:

• Product packaging is damaged or missing (10-20% deduction)
• Certificate of authenticity or hallmark certificate is missing (may be non-refundable)
• Product shows minor signs of use (case-by-case evaluation)
• Restocking fee for change of mind returns (if accepted): 3-5%

6.4 Non-Refundable Items

• Original shipping charges (if return is due to change of mind)
• Customization charges (unless error was on our part)
• Gift packaging charges

7. Refused Deliveries

If you refuse to accept delivery of a product:

7.1 Valid Reasons for Refusal

• Package appears tampered with or damaged
• Delivery agent cannot provide proper identification
• Product delivered does not match your order (visible from packaging)
• You did not place the order (fraudulent order)

7.2 Invalid Reasons for Refusal

• Change of mind
• Unavailability at delivery address (you will be given 3 delivery attempts)
• Refusal without valid reason

7.3 Consequences of Refusal

Valid Refusal:

• Product will be returned to our warehouse
• We will investigate and either send a replacement or provide a full refund

Invalid Refusal:

• Product will be returned to our warehouse
• Making charges are non-refundable (for digital gold redemption)
• Original delivery charges are non-refundable
• Return shipping charges will be deducted
• A return processing fee of ₹200 will be charged
• Only the remaining amount will be refunded (or Digital Gold re-credited)

8. Resizing and Repair Services

8.1 Free Resizing (One-Time)

• Free resizing available for rings and bangles purchased from us
• Must be requested within 30 days of delivery
• Subject to feasibility (some designs cannot be resized)
• You bear the shipping cost to send the item to us; we bear the return shipping cost

8.2 Repair Services

• Lifetime repair services available for products purchased from us
• Charges apply for repairs (depending on the nature of repair)
• Contact Customer Support for repair requests

9. Lifetime Buyback (E-commerce Gold Jewelry Only)

• We offer lifetime buyback for gold jewelry purchased from our e-commerce platform
• Buyback price based on current gold rate and weight of pure gold
• Making charges are not included in buyback
• Deduction for wear and tear may apply
• Contact Customer Support for buyback requests

10. Customer Responsibility

You are responsible for:

• Being available at the delivery address to receive the product
• Inspecting the package for tampering before accepting delivery
• Reporting issues within the specified timelines
• Ensuring the product is returned in its original condition with all accessories, certificates, and packaging
• Providing accurate information during the return process

11. Company Responsibility

We are responsible for:

• Delivering authentic, high-quality products as per specifications
• Ensuring products are properly packaged and insured during transit
• Arranging reverse pickup for eligible returns at no cost to you
• Processing returns and refunds in a timely manner
• Maintaining transparency throughout the return process

12. Special Exceptions

In extraordinary circumstances such as:

• Medical emergencies
• Natural disasters
• Death of the account holder
• Events beyond your control

We may allow exceptions to this Return & Exchange Policy on a case-by-case basis. Such requests must be submitted in writing with supporting documentation to our Grievance Officer at resolve@preciousgoldsmith.com.

13. Dispute Resolution

• If you are not satisfied with the outcome of your return request:
• You may escalate the issue to our Grievance Officer
• The Grievance Officer will review your case and provide a resolution within 7 business days
• If still unresolved, you may pursue legal remedies as per the Terms and Conditions

14. Amendments

We reserve the right to modify this Return & Exchange Policy at any time. Any changes will be communicated to you via email or in-app notification. Your continued use of the App after such changes constitutes your acceptance of the modified policy.

15. Contact Us

For return or exchange requests, please contact:

Note

This Return & Exchange Policy applies to physical products only. Digital Gold holdings in your Gold Account are governed by the Cancellation & Refund Policy and Terms and Conditions.

Disclaimer

Disclaimer: This policy is subject to the Terms and Conditions of the Precious Goldsmith App. In case of any conflict, the Terms and Conditions shall prevail.

Last Updated: October 3rd, 2025