Return & Exchange Policy

We stand behind every hallmarked piece we sell. This policy sets out how returns, exchanges and buy-backs work.

Lifetime exchange

Any hallmarked gold or silver bought from Lord Jeweller can be exchanged at any branch, at any time, for new jewellery or coins. The metal is credited at the live rate for its hallmarked purity and net weight; stones, making and wastage charges on the original piece are not refunded.

Returns for refund

A piece bought in the online shop may be returned unused, with its certificate and packaging, within 15 days of delivery. Once we have checked it, the metal value at the lower of the purchase rate and the live rate is refunded, less making and shipping charges. Coins and bars are refunded at the live buy-back rate. Customised pieces cannot be returned for refund.

Buy-back of old gold

Gold or silver not bought from us is valued after purity testing at the branch and credited against a new purchase at the live rate less the purity deduction shown on the valuation slip.

Gold Saving coins

Coins accumulated under a Gold Saving scheme can be applied as payment on a customised order. The branch records a sales return at the live rate and the value is credited to the order.

Defects

A manufacturing defect reported within 30 days is repaired or replaced free of charge. Hallmark disputes are settled by the BIS-recognised assaying centre.

Conditions

Bring the original invoice and certificate. Pieces that have been altered, resized elsewhere, or show damage beyond normal wear are valued as old gold.