Exchange Policy

The policy on exchanges states that any shipped order can be exchanged if it meets the criteria for an exchange and the request is made within 2 days of delivery. The item must be in its original condition for the exchange to be granted. There will be a charge of AED 30/- for the exchange and an additional AED 30/- for item delivery.

 

Damaged Item Exchange Policy

You can request an exchange for a damaged item at any time. However, a collection charge of AED 30/- will be applicable, as well as a damage exchange charge based on the following table:

 

Exchange Charges for Damaged Items:

• Less than 0.50 grams = 30 dirham
• 0.50 grams to 1 grams = 45 dirham
• 1 gram to 1.4 grams = 60 dirham
• 1.5 grams to 1.9 grams = 75 dirham
• 2 grams to 2.4 grams = 90 dirham
• 2.5 grams to 2.9 grams = 120 dirham
• 3 grams to 3.4 grams = 140 dirham
• 3.5 grams to 3.9 grams = 160 dirham
• 4 grams to 4.4 grams = 180 dirham
• 4.5 grams to 5 grams = 200 dirhams
• For items weighing above 5 grams, please contact us.

 

Refund Policy

Refund on Cash on Delivery Orders.

1- If you are not satisfied with our products upon receipt from the courier, you may return the items to our courier representative in their original condition before they leave. A delivery charge of AED 30 will be applicable for each item priced below AED 999.

For items priced between AED 1000 to 2999, the delivery charge will be AED 50 per item. For items priced above AED 3000, the delivery charge will be AED 100 each item.

2- You may request a return for any order that has been shipped, falls within a category that is eligible for returns, and the request is made within 2 days of delivery provided the item is in its original condition. A refund charge of AED 60/- will apply, comprising AED 30/- for item delivery and AED 30/- for the refund (item collection) charge. If there is more than one item, the charge will be AED 30 per item.

For items priced above AED 1000, a collection charge of AED 50 per item will be applicable for refunds. For items priced above AED 3000, a collection charge of AED 100 per item plus the delivery charge will be applicable.

 

Refund on Card Payment Orders.

You may request a return for any order that has been shipped and paid for by card payment, provided it falls within an eligible category for returns and the request is made within 2 days of delivery, and the item is in its original condition.

If the customer has paid for the order via credit/debit card upon delivery or online through the website, an additional 6% of the total amount will be deducted from the refund amount to cover bank charges, in addition to the collection and delivery charges outlined in the above policy which as follows.

A refund charge of AED 60/- will apply, comprising AED 30/- for item delivery and AED 30/- for the refund (item collection) charge. If there is more than one item, the charge will be AED 30 per item.

For items priced above AED 1000, a collection charge of AED 50 per item will be applicable for refunds. For items priced above AED 3000, a collection charge of AED 100 per item plus the delivery charge will be applicable.

 

Refund on Tabby and Tamara Orders

You may request a return for any order that has been shipped and paid for by card payment, provided it falls within an eligible category for returns and the request is made within 2 days of delivery, and the item is in its original condition.

Orders that are paid for using Tabby or Tamara cannot be refunded if they have already been delivered.

If you wish to cancel an order that has not yet been shipped, an additional 10% of the total amount of the order will be deducted from the refund amount of the order will be deducted from the refund amount to cover the respective gateway charges of Tamara or Tabby.

If a customer wishes to request a refund for a delivered order, it can be requested within 2 days of delivery, but this will require special approval from management. For Tabby and Tamara orders, you must contact us within 2 days of delivery to request a refund.

A refund charge of AED 60/- will apply, comprising AED 30/- for item delivery and AED 30/- for the refund (item collection) charge. If there is more than one item, the charge will be AED 30 per item.

For items priced above AED 1000, a collection charge of AED 50 per item will be applicable for refunds. For items priced above AED 3000, a collection charge of AED 100 per item plus the delivery charge will be applicable.

 

NOTE:

Please be informed that Gold Zone will not provide cash refunds, instead, refunds will be issued in the form of a voucher that can be utilized within 90 days from the date of receipt. The voucher can be used to purchase any available items from our website.

Our refund and exchange charges are subject to change based on the international gold price and stock availability. Typically, the manufacturer's limited warranty only covers the product for manufacturing defects and does not extend to any physical damage resulting from misuse, dropping, or any other damage.

Please note that Gold Zone reserves the right to cancel any order for various reasons, including but not limited to, items being out of stock, delivery to a remote area, incorrect contact number or address, or an address located outside of the UAE. We do not hold any orders for more than one week, and after that, they will be manually cancelled.

Please be advised that shipping charges for remote areas are non-refundable.

 

 

Damaged Item Refund Policy

Gold Zone offers a damaged item refund policy wherein you can request to return the damaged item(s) within 2 days from the delivery date. A charge of AED 30/- for item delivery and AED 30/- for item collection will be applicable, along with the damage refund charge based on the weight of the item, as specified in the table below:

 

Refund Charges for Damaged Items:

• Less than 0.50 grams = 30 dirham
• 0.50 grams to 1 gram = 45 dirham
• 1 gram to 1.4 grams = 60 dirham
• 1.5 grams to 1.9 grams = 75 dirham
• 2 grams to 2.4 grams = 90 dirham
• 2.5 grams to 2.9 grams = 120 dirham
• 3 grams to 3.4 grams = 140 dirham
• 3.5 grams to 3.9 grams = 160 dirham
• 4 grams to 4.4 grams = 180 dirham
• 4.5 grams to 5 grams = 200 dirhams
• If the item weighs above 5 grams, please get in touch with us.

 

International Orders: Exchange and Refund Policy

For orders placed outside the UAE, GCC, or worldwide:

We regret to inform you that we do not offer exchanges or refunds on items for international orders. Here's how the process works:

1. Item Verification: We will carefully verify the items in your order and confirm them with you before proceeding. Once confirmed, we will arrange for shipment through reputable courier companies. 

2. Payment: You will be charged only for the item price and the applicable shipping charges based on your provided delivery address.

 

Please take note of the following important points:

• Customs Duties and Taxes: We want to make it clear that we are not responsible for any customs duties and taxes that may be applicable at the time of delivery. These charges are determined by the laws and regulations of the specific country to which the order is being shipped. Customers are liable for any such charges and must pay them upon delivery, if applicable.

• Exchange and Refund Policy: Unfortunately, we cannot offer exchanges or refunds for international delivery orders. Our exchange and refund policy is only applicable for orders within the UAE.

Exchange and refund services are not available for international orders. In the event of a genuine issue prompting a customer to seek an exchange or refund, the request will be subject to management approval. If the request is declined, Gold Zone reserves the right to reject the exchange or refund. For approved cases, customers are liable for a 10% store fee, along with the initial and collection delivery charges. Additionally, any customs or duty charges incurred upon receiving the item back will be the customer's responsibility.

For further details or assistance, please feel free to contact our customer support team. Thank you.

We understand that this policy may be different from what you may encounter with local orders, but it is important to adhere to international trade regulations and the varying customs procedures and charges in different countries. Please feel free to reach out to us if you have any questions or concerns regarding your international order, and we will do our best to assist you within the constraints of our policy.

 

Cancellation Policy

Customer satisfaction is of utmost importance to us at Gold Zone, and if you wish to cancel your order, please refer to the following scenarios:

If a customer decides to cancel their order within 2 hours of placing it, refunds will be credited back to the payment solution used by the customer initially. Refunds will be made onto the original mode of payment, and the processing time may vary from 10 to 45 days, depending on the issuing bank of the credit/debit card.

 

No charges will be applicable if the customer contacts us via phone or email to cancel the order before shipping, except for the bank charges. However, if the customer wishes to cancel the order only upon delivery, they will have to bear a shipment charge of AED 30, even if the product they ordered had free shipment. Additionally, the customer will not be able to open the shipment.