Refund policy
RETURNS
If you wish to return an item, please email us at sales@nlgoldfactory.com to notify us of the return in writing within 7 days of receiving the goods. Please provide your order number in the email with the subject line ‘RETURNS’.
You should make it clear if you are returning for an exchange, credit note, or refund for the item. Unfortunately, we are not able to provide free returns unless the return is due to a manufacturing defect or an error on our part. Cost of shipping exchanged item will be payable by you.
You must take reasonable care of all goods in your possession and return them to us, appropriately packaged to avoid damage, within 14 days of receiving the goods. We reserve the right to arrange collection, in which case you will be responsible for collection charges.
Any items returned without prior notice in writing will not be accepted. All returns must be accompanied by the original sales receipt. We do not accept returns initiated and completed outside the timeframes mentioned above. See Late Returns policy.
To qualify for a refund or exchange, items must be returned in original, brand-new condition, meaning they must be unused, showing no signs of wear, and have all original tags still attached. Furthermore, all products must be returned in their original box and packaging to ensure they are adequately protected in transit; items should not be tampered with or adjusted in any way. Please be advised that returns that are damaged, scratched, soiled, or altered will not be accepted, and such items may be sent back to the customer at their own expense. No exchanges, refunds, or credit notes will be issued in such case.
Include original packing slip with item you are returning. Also include any paperwork that came along with the item (certificates etc.).In case you do not have the slip, include a print copy of the shipping confirmation email or online purchase receipt that includes your order number, name, address, phone, email.
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. You can expect a refund (via the mode of purchase used during checkout) in 30 days of our receiving your returned product. Refunds will be processed to the mode of payment that was used to make the purchase. We reserve the right to charge a restocking fee and any other costs we incur in connection with the return of the goods.
FINAL SALES ARE NOT ELIGIBLE FOR RETURNS/EXCHANGE/REFUND/STORE CREDITS. In the case of goods which are made and supplied to your specification or which have been personalized for you, e.g., engraved, you will not have the right to cancel the contract and these items are not eligible for return/exchange/refunds/store credits at all. Please note that for health and hygiene reasons earrings for pierced ears are non-returnable/non-exchangeable/non-refundable.
Always use a trackable, insured for full price, 'Signature Required' service to return items. NLGF is not responsible for uninsured returns lost in transit or delivered without signatures. We do not provide return shipping, re-shipping and/or refund for shipping unless the items are being returned/exchanged due to a fault of ours (manufacturing defect or wrong item shipped). Shipping is non-refundable in case of returns for no fault of ours.
NL Gold Factory is not responsible for any loss or damage that occurs during shipping or return shipping.
LATE RETURNS
Goods returned outside of the above timeframes will not accepted. No exchanges, refunds, or credit notes will be issued in such case.
Such goods will be returned to the customer after they have paid us the cost of re-shipping the item to them.
LATE ADJUSTMENTS AND REFUNDS
If you have not received an adjustment refund yet, first check with your bank/credit card company again, it may take some time before your refund is officially posted.
If you have done this and you still have not received your refund yet, please contact us at sales@nlgoldfactory.com.
EXCHANGES
You can exchange items 30 days of receiving them. Items may be exchanged in store or you follow the returns process and then order another item as usual. Shipping costs for return of item to exchange and re-shipping will be your expense.
All exchanges must be accompanied by the original sales receipt and original packaging. Customized items, e.g., special orders, personalized items, engraved orders etc., are non-returnable, non-refundable, and non-exchangeable. All exchanged items must not be worn, damaged, altered, soiled, kinked, scratched, broken. Items should be returned new, unused, and with all the tags still attached.
All items to be exchanged will be inspected before they are accepted. We reserve the right to refuse acceptance of items for exchange if they are damaged. When we accept the item for exchange, we will refund you the price (excluding shipping) for the item returned and invoice you for the purchase of new item. Discounts on any items are not refunded.
WARRANTIES AND LIABILITY FOR FAULTY GOODS
We will not have any responsibility for any damage which occurs to the goods after delivery other than manufacturing defects.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within one month of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
If any manufacturing defect in any goods appear within 30 days of delivery, you must notify us as soon as you become aware of the defect, giving us full details (preferably with pictures). We will then decide, in consultation with you, whether the defect is in fact a manufacturing defect. If so, we may arrange either to repair the goods or to replace them with similar goods. This is applicable only to items with manufacturing defects. We do not accept any responsibility for any wear and tear, mishandling, accidental damage or failure by you or by any third party to adhere to any recommendation provided in relation to the goods. Any return shipping is your expense unless the defect is due to an error on our part.
If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same colour and style, subject to availability and within the above-mentioned timeframe. Where possible, we will offer to repair faulty items.
Liability to you for loss or damage under no circumstances must exceed in the total amount you have paid us for those goods.
FORCE MAJEURE
We will not have any liability to you if we are prevented from performing any of our obligations on account of any circumstances beyond our reasonable control which includes, but is not limited to, extreme weather conditions, act of God, terrorism, war, strike or difficulty in obtaining materials and/or labour. In any of these circumstances we reserve the right to terminate the Contract.
If you:
- give us any incorrect personal information, or
- fail to make any payment when it is due, or
- cancel any payment, or
- become insolvent, or
- commit any breach of these Terms and conditions,
then, in any of those events, we have the right to cancel the Contract and recover possession of any goods which have been supplied for which payment has not been received in full.
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