Returns, Refunds & Cancellation

At a glance

Cancellation

Before payment: an unpaid order lapses when its 5 minutes payment window closes. You do not need to contact us.

After payment: an order cannot be cancelled. The metal is bought for you at the price you accepted, and that price cannot be un-bought if the market moves. This is shown to you before you pay.

No exchanges

We do not exchange a piece for any other piece — not for a different design, weight, purity or metal, and not for a price difference. Precious metal is bought against your order at the price you accepted, so a piece cannot be swapped once it is yours.

The only remedy we offer is for a piece that arrives damaged or is not what you ordered, below: we either send you the same piece you ordered or refund what you paid for it. That is a correction, not an exchange.

When you can return a piece

You may claim a replacement or a refund if, when delivered:

• the piece is damaged in a way that matters (not a normal variation in finish);
• it is a different piece, metal, purity or weight from the one on your invoice; or
• an item in the order is missing.

While we review your claim, keep the piece unused and in its original sealed or tamper-evident pack, and keep everything that came with it: the outer box, shipping label, invoice, certificate, tags and any accessories. Do not wear, alter, clean, repair or dispose of anything.

What is not covered

• A change of mind, a preference for another design, or a change in the market price.
• Claims made more than 3 calendar days after delivery.
• Normal variation in colour, finish or packaging from the photographs.
• Damage after delivery, from misuse or improper storage, or a piece that has been used, worn, altered, repaired or removed from a sealed pack.
• A piece sent back to us without our written return authorisation, or without its original packaging, invoice, certificate, tags or accessories.

Record your unboxing

How to raise a claim

1. If the parcel looks tampered with, damaged or does not match the delivery record at the door, refuse it, tell the courier why, and tell us the same day.
2. Otherwise, record your unboxing as described above.
3. Within 3 calendar days of delivery, write to us with: your order number, the delivery date, photos of the outer box, shipping label and the piece, a short description of the problem, and your unboxing video.
4. Keep the parcel, packaging, labels and any courier paperwork until the claim is closed; we or the courier may need to see them.
5. We reply with a decision, or a request for more evidence or an inspection of the piece. If approved, we send written return authorisation and arrange collection, or you can bring the piece to our Zaveri Bazar store.
6. When we receive and check the piece, we send a replacement or refund you.

Refunds

• Refunds are paid by bank transfer to the account the payment came from, within 7–10 days of approval. We do not refund to a different person or account.
• A refund for a returned piece is the full amount paid for it, including its delivery charge where the fault was ours.
• We issue a credit note against your tax invoice for every refund.
• We confirm to you when the refund has been sent. The time it then takes to show in your account depends on your bank.

When we refund without being asked

• We cannot fulfil a paid order, for example because the piece became unavailable.
• Your payment reached us after the payment window closed and we did not honour the order.
• You paid part of an order and the balance was not paid.
• We received a payment we could not match to any order.

In each case we refund the full amount received to the account it came from.

Contact and grievances