Return & Exchange Policy
Effective Date: 16/10/2025
At Leo Gold Smith, we are committed to ensuring that every customer is satisfied with their purchase. We take great care in delivering jewellery that meets the highest standards. If for any reason you are not satisfied, this policy explains when and how you may request a return or exchange.
1. Eligibility for Returns/Exchanges
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Returns or exchanges must be requested within 7 days of delivery or purchase.
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Items must be unused, unworn, undamaged, and returned with all original packaging, certificates, invoices, and tags.
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Customised or personalised items (e.g., engraved pieces, name pendants, special orders) are non-returnable.
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Earrings are non-returnable due to hygiene reasons.
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Items altered or repaired by third parties are not eligible.
2. Return & Exchange Process
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Request: Contact us by WhatsApp, phone, or email within 7 days of receiving your order.
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Approval: Once approved, you’ll receive instructions for returning the item.
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Return: Ship the item securely using a trackable courier service (return shipping is the customer’s responsibility unless the error is ours).
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Inspection: Our quality control team will verify the item’s condition.
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Resolution: Eligible returns may be exchanged or refunded through the original payment method. Refunds typically take 7–14 business days to process.
3. Damaged, Defective, or Incorrect Items
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If you receive a wrong or damaged product, notify us within 48 hours of delivery with photos/videos.
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We will provide a replacement, exchange, or full refund at no extra cost.
4. Gold Buy-Back & Exchange (if applicable)
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For solid gold items, we may offer a buy-back or exchange based on current gold market rates, minus making/wastage charges.
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The original invoice and certificate are required for verification.
5. Non-Refundable Charges
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Shipping charges, COD fees, taxes, and payment gateway fees are non-refundable.
6. Contact Us
For return or exchange requests, please contact:
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Email: info@leosmithgold.com
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Phone / WhatsApp: (+92) 322 8000906
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Store Address: Latif Plaza 2nd floor office 211/212, 103 Lahore – Kasur Rd, Ichhra Lahore