Our Commitment to You
At THE GOLD FACTORY, every piece is carefully inspected before it leaves our store. We want you to feel completely confident in your purchase.

Exchange Period
You may request an exchange within [7/14] days of receiving your order, provided the item meets all eligibility requirements outlined below.

Exchange Conditions
To be eligible for an exchange, the jewellery must be unworn, undamaged and returned in its original condition with all original packaging, tags, certificates, invoices and accompanying documentation.
Items that have been altered, resized, engraved, customised, repaired or otherwise modified at the customer’s request may not be eligible for exchange.

Non-Exchangeable Items
Due to the nature and value of fine jewellery, certain items may be excluded from our exchange policy. These may include personalised, customised, engraved, resized or specially commissioned pieces.
Please contact our team before returning an item so that we can confirm whether it qualifies for an exchange.

Inspection
All returned jewellery is subject to inspection. Once the item has been received and assessed, our team will confirm whether the exchange request has been approved.

Gold Price Differences
Where an exchange involves a difference in the value of the selected item, the applicable amount will be calculated based on THE GOLD FACTORY’s current pricing and the terms applicable to the exchange.

Returns
[Insert your actual refund/return position here — for example, whether refunds are offered, or whether eligible purchases are exchange-only.]

For assistance with an exchange or return, please contact our customer care team before sending the item back.