Cancellation & Refund Policy

Last Updated: 24 August 2026

At Gold Soul Jewels, we aim to provide a smooth and transparent shopping experience. This policy explains our cancellation, return, exchange, replacement, and refund terms for purchases made through our website.

1. Order Cancellation

Customers may request cancellation of an order before the order has been dispatched, subject to the applicable order status. Cancellation requests should be submitted to support@goldsouljewels.com with the relevant Order ID as soon as possible.

For orders placed using Partial Cash on Delivery, the customer is required to pay 50% of the total order value in advance, with the remaining 50% payable at the time of delivery. The 50% advance payment is strictly non-refundable if the customer chooses to cancel the order, regardless of the reason for cancellation.

Once an order has been dispatched, cancellation will generally not be accepted.

2. Cancellation by Gold Soul Jewels

Gold Soul Jewels reserves the right to cancel an order in circumstances including product unavailability, incorrect product or pricing information, payment-related issues, incorrect or incomplete customer information, suspected fraudulent or unauthorized transactions, delivery restrictions, technical or system errors, or other operational circumstances.

Where an order is cancelled by Gold Soul Jewels, any applicable resolution will be communicated to the customer after reviewing the circumstances of the cancellation.

3. No General Return or Exchange

Gold Soul Jewels follows a strict no-return and no-exchange policy. We do not accept general returns or exchanges for products simply because the customer has changed their mind, selected an incorrect product, or no longer wishes to keep the product.

A replacement may only be considered in the specific circumstances of a verified damaged or incorrect product claim, subject to the requirements mentioned in this policy.

4. Damaged or Incorrect Product

If you receive a product that appears damaged, defective, or incorrect, you must contact us within 24 hours of receiving the order at support@goldsouljewels.com.

The customer must provide the Order ID and the mandatory video evidence described below. Claims submitted after 24 hours may not be considered.

5. Mandatory Uncut 360-Degree Video

For any damaged, defective, or incorrect-product claim, the customer is required to provide a complete, continuous, uncut and unedited 360-degree video of the package and the complete unboxing process.

The video should clearly show the condition of the package before opening, the shipping label, packaging, product, and the alleged damage or discrepancy.

Photographs alone will not be considered sufficient evidence for a damaged-product claim.

The video must be original and must not contain any cuts, edits, pauses, alterations, or manipulation.

6. Video Tampering & Fraudulent Claims

Gold Soul Jewels maintains a strict policy against fraudulent claims and manipulated evidence.

If the submitted video is found to have been edited, cut, manipulated, fabricated, or tampered with in any manner, the claim will be rejected without further consideration.

If intentional tampering, fabrication, or fraudulent manipulation of evidence is identified, Gold Soul Jewels reserves the right to take appropriate legal action against the concerned individual.

7. Quality Check Before Dispatch

All jewellery products undergo a quality check before dispatch to ensure that the product is in proper condition before it leaves our facility.

Customers are therefore strongly advised to record the entire unboxing process continuously from the sealed package through the opening and inspection of the product.

8. Replacement for Approved Claims

After receiving the customer’s Order ID and required uncut, continuous, unedited 360-degree video, our team will review the order and the submitted evidence.

After completing the review, Gold Soul Jewels will determine whether the claim qualifies for a replacement or any other applicable resolution.

Submission of a claim does not guarantee approval.

If the claim is approved, a replacement may be provided subject to product availability and applicable conditions.

9. Shipping Charges for Replacement

If a replacement is approved, all applicable shipping charges for the replacement will be borne by the customer.

Gold Soul Jewels will not be responsible for the customer’s shipping expenses associated with an approved replacement unless expressly agreed otherwise in writing.

10. Refund Policy

Gold Soul Jewels does not offer refunds under normal circumstances.

Any request submitted by a customer will first be reviewed by our team. After reviewing the order, evidence, and circumstances of the request, we will determine whether any applicable resolution is available.

A customer submitting a claim does not automatically become eligible for a refund.

The 50% advance payment made under the Partial Cash on Delivery option is strictly non-refundable if the customer cancels the order.

11. Sale Products

Any product purchased under a sale, discount, clearance, promotional offer, special offer, or similar campaign is strictly:

• Non-returnable
• Non-exchangeable
• Non-refundable

No return, exchange, or refund request will be accepted for sale products, except where required by applicable law.

12. Return of Products

Gold Soul Jewels does not offer a general return facility. Therefore, customers should carefully review product information, specifications, and applicable terms before placing an order.

Where a product is approved for return by Gold Soul Jewels in an exceptional circumstance, the customer must follow the return instructions provided by our support team. The product may be inspected upon receipt before any applicable resolution is determined.

13. Inspection & Final Decision

Any product or claim submitted to Gold Soul Jewels may be reviewed and inspected before a resolution is provided.

Once we have reviewed the order, supporting evidence, product condition, and circumstances of the claim, our team will communicate whether the claim has been approved and what resolution, if any, is applicable.

The decision will be based on the information and evidence available to Gold Soul Jewels and the requirements of this policy.

14. Failed or Unsuccessful Payments

If the payment amount has been deducted from your account but the order was not successfully placed, please contact us at support@goldsouljewels.com with the relevant transaction details.

Our team will verify the transaction and provide the applicable resolution based on the payment status.

15. Promotional Offers

Any return, replacement, cancellation, or other terms relating to promotional offers, discounts, coupons, or special campaigns will be subject to the specific terms communicated for that particular offer.

16. Contact Us

For cancellation, return, replacement, or refund-related queries, please contact:

Gold Soul Jewels
Email: support@goldsouljewels.com