Returns & Refunds Policies

Returns & Refunds Policies



Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Return and refund vary on products. As shown below.


  • Jewellery can be exchanged at any Kanz outlets. 
  • For exchange within 15 days, from the invoice date, there will be no loss in Gold Weight and Making Charges, provided the jewellery is in its original saleable condition. The exchange has to be of the same value or higher. Only one such exchange will be permitted against the invoice. 
  • For exchange after 15 days, from the invoice date, Stone weight and Making Charge will be deducted. Value of the gold will be provided as per the gold rate on the day of exchange. 


  • Diamond jewellery can be exchanged or upgraded for diamond jewellery only. 
  • In case of exchange, the amount will be calculated at invoice value less making charges. 


  • Polki jewellery can be exchanged or upgraded for polki or diamond jewellery only. • In case of exchange , the amount will be calculated at 80% of the invoice value. 


  • Buy-Back will be applicable after the deduction of Stone Weight (if any), 94% value will be paid on the prevailing Gold Rate. 


  • 24 Karat Jewellery, Gold Bars, Coins, Custom Made Jewellery, Altered and or Damaged Merchandise, will not be covered under the above-mentioned exchange policy, such merchandise/products will be considered under “Exchange after 15 Days”, or valued as per Buy-Back Policy. 
  • All Customer Orders should be collected within 15 days from the date of delivery; any delay will result in the forfeit of the advance amount. 
  • Offers and Promotional products- standard exchange terms will not be applicable on promotional products and products sold on special offers. 
  • Proof of Purchase- any exchange policy or cash buy-back policy will be applicable only on submission of original invoice and I.D card as proof of the invoice holder name as mentioned on the invoice. 
  • Taxes and Duties, as applicable at the point of exchange should be borne by the customer.

To complete your return, we require a receipt or proof of purchase.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Kanz Tower, Gold Market, Dubai, UAE, Dubai, DU, 8968, United Arab Emirates.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


To return your product, you should mail your product to: Kanz Tower, Gold Market, Dubai, UAE, Dubai, DU, 8968, United Arab Emirates.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We recommend you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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