Refund policy

Return & Refund Policy

Effective Date: August 18, 2026

At MN GOLD & GEM, we want you to be happy with your purchase. If you receive a damaged, defective, incorrect, or missing item, please contact us promptly so that we can assist you with a return, replacement, or refund.

1. Eligibility for Returns

A return or replacement may be accepted when:

The product is damaged or defective on arrival.
You received a different product from the one you ordered.
An item is missing from your order.
The product is materially different from its description.

Products must generally be unused and returned in their original condition and packaging.

For jewellery, please ensure that the item has not been worn, altered, resized, washed, or damaged after delivery.

2. Reporting a Problem

Please contact us within 48 hours of delivery for damaged, defective, incorrect, or missing products.

For a product that is materially different from its description, please contact us within 24 hours of delivery.

For damage, defect, or missing-item claims, we may request:

Clear photographs of the package.
Clear photographs/videos of the product.
An unboxing video, where available.
Your order number.
Details of the issue.

An unboxing video is strongly recommended for every order, particularly for jewellery and fragile products.

3. Non-Returnable Situations

A return may not be accepted where:

The product has been worn or used.
The product has been damaged after delivery.
The product has been altered, resized, repaired, or modified.
The original packaging or accessories are missing where they are required for the return.
The return request is made after the applicable reporting period.
The issue is caused by normal wear and tear.
The product is a personalised/custom-made item, unless it arrives damaged, defective, or incorrect.

4. Return Shipping

Where the product is defective, damaged, incorrect, or an item is missing due to our fulfilment error, MN GOLD & GEM may arrange or reimburse reasonable return shipping, subject to verification.

For other approved returns, return shipping may be the customer's responsibility.

5. Refunds

Once the returned product is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will generally be processed to the original payment method.

Depending on the payment provider or bank, the amount may take additional time to appear in your account.

6. Replacement

Where appropriate and subject to product availability, we may offer a replacement instead of a refund.

If the replacement is unavailable, we may process a refund.

7. Refused or Undelivered Orders

If an order is returned to us because of an incorrect/incomplete address, repeated delivery failure, refusal to accept the parcel, or other circumstances attributable to the customer, applicable shipping, return, or handling costs may be deducted from the refundable amount.

8. Cancellation

If you wish to cancel an order, contact us as soon as possible.

Once an order has entered processing, packing, or dispatch, cancellation may no longer be possible. In such cases, the order may need to be handled under our return/refund procedure.