V A L O R A K A R A T
Return Policy
This Return Policy applies to all purchases made through our Site. Please read it carefully before placing an order, as it forms part of the Terms and Conditions governing your purchase.
1. Overview
Valora Karat ("Valora Karat", "we", "us", or "our") wants you to be completely satisfied with your purchase. Because our products include fine jewelry and investment-grade gold bullion, both of which carry significant intrinsic value and are subject to market pricing, our return process includes specific safeguards designed to protect both our customers and the integrity of the products we sell. This policy explains your rights and our procedures with respect to returns, exchanges, and refunds.
2. Eligibility for Returns
Unless stated otherwise on the product page, you may request a return within 14 calendar days of the date your order is delivered, subject to the following conditions:
· The item must be unworn, unused, and in the same condition that you received it.
· The item must be returned in its original packaging, including any authentication documents, certificates of purity, boxes, and pouches provided at the time of purchase.
· Any security tags, hallmark seals, or tamper-evident seals must be intact and undamaged.
· You must provide proof of purchase, such as your order confirmation or invoice number.
Items that do not meet these conditions may be refused or subject to a reduced refund to reflect any diminished value resulting from handling beyond what is necessary to inspect the item.
3. Non-Returnable Items
Certain items are not eligible for return due to their nature, value, or exposure to market price fluctuations, including:
· Investment-grade gold bars and gold coins once the original tamper-evident seal or assay packaging has been opened or broken.
· Custom, bespoke, engraved, or personalized jewelry made to your specifications.
· Items marked as final sale, clearance, or otherwise indicated as non-returnable at the time of purchase.
· Gift cards and promotional vouchers.
Because the value of gold bullion products fluctuates with the live market price of gold, sealed bullion products may only be eligible for repurchase by us at the prevailing market buy-back rate at the time of return, rather than a like-for-like refund, where permitted by applicable law.
4. How to Initiate a Return
1. Contact our customer support team at support@valorakarat.com within 14 days of delivery, quoting your order number and the reason for the return.
2. Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and instructions for returning the item.
3. Securely repackage the item in its original packaging, including all documentation, certificates, and seals.
4. Ship the item back to us using the method specified in your return instructions. Returns sent without an approved RMA number may not be accepted.
5. Return Shipping
Given the high value of jewelry and bullion items, we require all returns to be sent using a fully insured, trackable shipping method. We strongly recommend that you insure the shipment for the full value of the item, as we are not responsible for items lost or damaged in transit back to us.
Unless the return is a result of our error, such as a defective, damaged, or incorrect item, return shipping costs are the responsibility of the customer. Where the return is due to our error, we will provide a prepaid shipping label or reimburse reasonable shipping costs.
6. Inspection and Approval
Once we receive your returned item, our team will inspect it to confirm that it meets the eligibility conditions described above, including verifying the item's weight, purity markings, and condition against our records. We will notify you of the outcome of this inspection within 5 business days of receipt.
7. Refunds
If your return is approved, we will process your refund to your original method of payment within 10 business days of approval. Please note that it may take additional time for your bank or card issuer to reflect the refund in your account. Where applicable, refunds for bullion products will be calculated using the live market gold price at the time the return is approved, which may differ from the price at the time of purchase.
A restocking fee of up to 10 percent of the item price may apply to approved returns of fine jewelry, to cover inspection, cleaning, and re-certification costs. This fee will be clearly disclosed to you before your return is finalized.
8. Exchanges
If you would like to exchange an item for a different size, style, or product, please contact our customer support team. Exchanges are subject to the same eligibility conditions as returns and are subject to product availability. Any price difference between the original and replacement item will be charged or refunded accordingly.
9. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery with your order number and photographs of the item and its packaging. We will arrange for a replacement, repair, or full refund, including any shipping costs incurred, at no additional cost to you.
10. Cancellations
You may cancel your order free of charge at any time before it has been dispatched. Once an order has been dispatched, it can no longer be cancelled and will instead be subject to this Return Policy upon delivery. To request a cancellation, please contact our customer support team as soon as possible, quoting your order number.
Contact Us
If you have any questions, concerns, or requests regarding this policy, please contact us using the details below:
· Company: Valora Karat
· Address: Rue de la Rôtisserie 17, 1204 Geneva, Switzerland
· Email: support@valorakarat.com
· Phone: +41 76 601 50 31
· Website: www.valorakarat.com
