Return / Exchange Policy

Return & Exchange Policy

Exchange

• Jewellery purchased from us may be exchanged at any LORD JEWELLER branch against the original invoice.
• Exchange value is calculated at the prevailing rate for the hallmarked purity and weight of the piece; making, wastage and GST components of the original bill are not exchangeable.
• Old gold and silver from other jewellers is also accepted after purity testing, at transparent on-the-spot valuation.

Returns on Online Orders

• Report any concern within 7 days of delivery through the Contact page, with your order number.
• Items must be unused, unaltered and returned with the original invoice, certificate and packaging. Verification of weight and hallmark is done on receipt.
• Made-to-order and personalised items are not returnable unless defective.

Defective or Wrong Items

If a delivered item is damaged, defective or not what you ordered, we will replace it or refund it in full — including shipping — after verification. Please notify us within 48 hours of delivery.

Scheme Redemptions

Gold redeemed against a savings-scheme QR is weighed and handed over in person at the branch after OTP verification, so redemption transactions are final at handover.