Our online store at shop.vyoorajewels.com is opening soon. The sections on online orders will apply once it launches. Showroom purchases are covered by sections 5 and 6 and by our Buyback & Exchange Policy.
We want you to be completely happy with every purchase you make from us. Because the price of gold changes every day, some of our rules differ by product type. This policy explains them clearly.
1. Cancelling an order
Ready-stock jewellery
You may cancel an online order for ready-stock jewellery at any time before it is dispatched, and we will refund the full amount you paid.
Gold coins and bars
Coins and bars are priced on the live bullion rate, and the gold is booked for you as soon as payment is confirmed. For this reason, orders for coins and bars cannot be cancelled after payment is confirmed — unless we are unable to fulfil the order, in which case we refund you in full.
Made-to-order and customised jewellery
Customised orders can be cancelled free of charge until production begins, which we will confirm to you. After production begins, any advance paid may be adjusted against the cost of gold and work already incurred, which we will explain to you in writing.
Cancellation by us
If we cancel your order — for example because of unavailability, a pricing error, failed KYC or suspected fraud — we will refund the full amount you paid.
2. Returning an online purchase
You may return jewellery bought from our online store within 7 days of delivery if:
- it is unused, unworn, undamaged and unaltered;
- it is returned with its original packaging, tags, invoice and any certificates; and
- the HUID and weight match our dispatch records when we inspect it.
3. Items that cannot be returned
- Gold coins and bars, once delivered (except as described in section 4);
- customised, personalised, engraved, resized or altered jewellery;
- nose pins and pierced earrings, for hygiene reasons; and
- items bought in the showroom — these can instead be exchanged or sold back under our Buyback & Exchange Policy.
4. Damaged, defective or wrong items
If you receive an item that is damaged, defective, different from what you ordered, or delivered with a broken seal, please contact us within 48 hours of delivery with your order number, photographs and, ideally, your unboxing video. After verifying the issue, we will replace the item or refund you in full, including any shipping charges. This applies to all products, including coins and bars.
5. How to request a return
- Email support@vyoorajewels.com or call 080 6932 8840 with your order number and the reason for return.
- We will arrange an insured reverse pickup at no cost to you. Please pack the item securely in its original packaging.
- Once we receive the item, we inspect it — including a purity and weight check and HUID verification — usually within 3 business days.
- We will tell you whether the return is approved. If it is not, we will send the item back to you, insured.
6. Refunds
- Approved refunds are initiated within 5–7 business days to the original payment method. Banks and card networks may take a few more days to credit the amount.
- For eligible returns, we refund the full amount you paid for the product, including GST. Changes in the gold rate after your purchase do not increase or reduce the refund.
- Where a refund to the original method is not possible, we will refund by bank transfer to an account in the buyer’s name.
- We will issue a credit note for the returned item in line with GST law.
7. Late delivery
If we cannot deliver your order by the date we promised, you may cancel it and receive a full refund, even if it has already been dispatched.
8. Your statutory rights
This policy does not affect your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. If you have a concern, please see our Grievance Redressal Policy.