Return & Exchange Policy

Every Pure Gold Jewellers piece is hand-crafted with care, BIS hallmarked, and made to be worn — and loved — for years. We want you to feel completely confident in your purchase, which is why we offer a clear and customer-first return, exchange, and lifetime buyback policy.

1. Lifetime Exchange & Buyback

Every piece of gold jewellery you buy from Pure Gold Jewellers comes with a lifetime exchange and buyback guarantee:

• Exchange: swap an old piece for any new piece at the current gold rate. We deduct only the standard wastage and making charge of the previous piece.
• Buyback: sell a piece back to us at the prevailing gold rate, minus stone value and processing fees as applicable.
• Original invoice required for the best rates. Without the invoice we'll still accept the piece, after standard valuation and purity testing.

2. Return Window for In-Store Purchases

If you'd like to return an unworn, ready-made piece bought from one of our stores:

• Within 7 days of purchase — full refund, minus 2% processing charges, if the piece is returned in original condition with all tags, certificates, and packaging.
• 8 to 15 days — exchange or store credit only. No cash refund.
• After 15 days — exchange or buyback under the lifetime policy above. No direct refund.

Returns must be made at the same store where the piece was purchased, accompanied by the original invoice.

3. Custom & Made-to-Order Pieces

Pieces that are custom-designed, resized, engraved, or made to order are not eligible for return or refund, because they are created specifically for you. However:

• If we made an error against the agreed design specifications, we will correct it at no cost.
• Lifetime exchange and buyback under Section 1 still apply.

4. Damaged or Defective Pieces

Every piece is inspected before it leaves our store. If you notice a manufacturing defect (loose stone, broken clasp, hallmark issue), let us know within 7 days and we will repair or replace the piece free of charge.

Damage caused by everyday wear, accidents, or improper care is not considered a defect. We offer paid repair and re-polishing services for these — talk to our team.

5. Certification & Hallmark

Every gold piece sold by Pure Gold Jewellers carries:

• BIS hallmark with HUID — a unique 6-character identifier you can verify on the official BIS portal.
• An invoice clearly stating metal purity (22K / 18K), gross weight, net weight, and stone details.
• For diamond and polki pieces — a separate certificate from an accredited lab (IGI, SGL, or equivalent) where applicable.

6. How to Initiate a Return or Exchange

The fastest way is to message us on WhatsApp:

• Send us a photo of the piece and the invoice number.
• Tell us what you'd like — return, exchange, repair, or buyback.
• We'll confirm the next step within 24 working hours and schedule a store visit if needed.

7. Refund Timeline

Approved refunds are processed back to your original payment method within 7 to 10 working days. Bank or card processor delays may add a few extra days — we'll keep you posted.

8. Online Bookings

Bookings made through this website (store visits, video calls) are free and carry no payment, so no return or refund is needed — simply WhatsApp us to cancel or reschedule.

9. Contact Us

Questions about a specific piece, return, or buyback? We'd rather you ask than wonder.