Gold Factory Return & Exchange Policy
We take immense pride in the craftsmanship and quality of our 18k gold jewelry. If you are not completely satisfied with your purchase, we are here to help.
Our Return Window We accept returns and exchanges within 14 days of the delivery date. After 14 days, unfortunately, we cannot offer you a refund or exchange.
Eligibility for Returns To protect the integrity of our fine jewelry, all returned items must meet the following strict criteria:
- The item must be absolutely unworn, unaltered, and free of any scratches or damage.
- The item must be in its original packaging, including all boxes, pouches, and appraisal certificates.
- The original security tags must still be attached to the jewelry. If the tag is removed, tampered with, or broken, the item is strictly final sale.
Non-Returnable Items For hygiene and customization reasons, the following items cannot be returned or exchanged:
- Custom-designed or special-order pieces.
- Items that have been engraved, resized, or modified at the customer’s request.
- Pierced earrings (for health and safety reasons).
How to Initiate a Return Please do not send your purchase back without contacting us first.
- Email our support team at support@goldfactorybr.com with your Order Number and the reason for the return.
- If approved, we will provide you with a Return Merchandise Authorization (RMA) number and detailed shipping instructions.
- You are responsible for safely packaging the item. We highly recommend using a trackable shipping service and purchasing shipping insurance for the full value of the gold, as we cannot guarantee that we will receive your returned item.
Refund Processing Once your return is received and inspected by our jewelers, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 to 7 business days. Please note that original shipping costs are non-refundable.