Returns & Exchange Policy

1. Start with concierge approval

Before returning any jewellery, contact us with the order number and reason. For security and insurance, do not send precious jewellery to an address unless our team has confirmed the return process.

2. Eligible returns

Where a return is permitted, the item must normally be unused, unaltered and in original saleable condition with invoice, certificates, tags, packaging and accessories. Eligibility depends on product category, reason, time since delivery and applicable consumer law.

3. Non-returnable or restricted items

• Custom-made, personalised, engraved, resized or materially altered products, except where defective or law requires otherwise.
• Items showing wear, damage, missing stones, tampering, removed tags/seals or incomplete documentation not attributable to delivery.
• Hygiene-sensitive categories where return restriction is legally permitted.
• Bullion, coins or other market-linked precious-metal products where the price depends on financial-market fluctuations and return is restricted by applicable law/policy.

4. Wrong, damaged or defective item

Contact us promptly with photographs/video and keep the parcel, invoice and labels. If inspection confirms an incorrect, transit-damaged or defective product for which TRG is responsible, we will provide the remedy required by applicable law and the circumstances, such as repair, replacement or refund.

5. Exchange

Approved exchanges are valued according to the specific exchange programme, purity verification, net precious-metal weight, deductions/charges disclosed at evaluation, and the prevailing rate at the relevant time. Stone, making and tax treatment can differ from metal value. Any advertised "lifetime exchange" benefit is subject to its published eligibility rules and inspection.

6. Buyback

Cash buyback, where offered, is a separate service from statutory return rights. The quote may depend on purity testing, net metal weight, prevailing market price, documentation and programme deductions. A buyback percentage should not be assumed unless it is expressly shown in the current written programme terms.

7. Order cancellation

Contact us immediately if you wish to cancel. Cancellation may be possible before processing/customisation/dispatch begins. Once custom work or market-linked procurement has started, cancellation can be restricted to the extent permitted by law.

8. Refund method and timing

Approved refunds are initiated to the original payment method unless another lawful method is agreed. Bank/payment-gateway posting times are outside our direct control. Any lawful deductions or non-refundable charges will be disclosed before finalising the refund.

9. Return shipping

For high-value jewellery, use only the secure return method approved by TRG. Responsibility for return shipping cost and risk depends on the reason for return and applicable law. Never send precious jewellery by ordinary untracked post.

10. Google Play / app orders

If a physical order is placed through our Android app, this physical-goods policy applies. Google Play refund rules do not replace the return rules for jewellery sold and fulfilled by TRG. Any separate digital purchase made through Google billing, if introduced, would be governed by its own disclosed terms.

11. Consumer rights

Nothing in this policy limits non-waivable rights available under applicable consumer law. If a policy clause conflicts with a mandatory legal right, the mandatory right prevails.

12. Contact

Start a return/exchange request through the Smart Concierge, Contact page, theroyalgolds@gmail.com, or +91 9102192444.