Return & Refund Policy

1. OVERVIEW

This Return & Refund Policy explains when a return, replacement or refund may be available for Products purchased through the Balaji Aurica website. It should be read together with our Terms & Conditions, which govern the finality of bullion transactions, and our Shipping Policy, which governs delivery-related matters such as damaged or tampered shipments.

Where this Policy and the Terms & Conditions address the same subject, the Terms & Conditions shall prevail.

2. NATURE OF BULLION TRANSACTIONS

Balaji Aurica sells physical gold and silver bullion products at prices linked to live, fluctuating market rates. Because of this, once a price has been locked, payment received and an Order accepted, the transaction is treated as final and binding, consistent with our Terms & Conditions.

This means bullion purchases are not eligible for return or refund merely because of a change of mind, a subsequent movement in the market price, or because the Customer no longer wishes to retain the Product.

3. WHEN A RETURN OR REFUND MAY APPLY

Notwithstanding Section 2, a return, replacement or refund may be available where the Product received is:

1. defective;
2. deficient in purity or weight compared to what was ordered;
3. spurious or counterfeit;
4. materially different from the Product ordered or described;
5. damaged or tampered with in transit; or
6. otherwise supplied in circumstances giving rise to a remedy required by applicable law.

These are collectively referred to as "Qualifying Issues" in this Policy.

4. WHAT DOES NOT QUALIFY

The following do not qualify for a return, replacement or refund:

1. change of mind after a completed purchase;
2. subsequent increase or decrease in the market price of gold or silver;
3. finding a lower price elsewhere;
4. minor, expected variations in packaging or presentation that do not affect the Product itself; and
5. any request made outside the reporting window described in Section 5.

5. HOW TO REPORT AN ISSUE

If you believe your order has a Qualifying Issue, please contact our Customer Support team within 7 days of delivery, using the contact details in Section 12.

Please be ready to share your Order ID, a description of the issue, and photographs or videos where relevant (particularly for damage, tampering or shortage claims).

Claims relating to tampered, damaged or short-delivered shipments are also subject to the inspection-at-delivery and reporting procedures described in our Shipping Policy.

6. INSPECTION AND DOCUMENTATION

Where applicable, we may ask you to retain and provide:

1. the original outer packaging;
2. all seals, labels, locks and security materials;
3. the invoice or receipt voucher issued for the order;
4. the certificate of authenticity, where provided; and
5. any other documentation reasonably requested to investigate the claim.

We may require the Product to be returned to us, or made available for inspection, before a resolution is confirmed.

7. RESOLUTION PROCESS

Once a claim is reported, our team will review the information provided and may request further details or evidence. Depending on the outcome of this review, we may offer, at our discretion and subject to applicable law:

1. replacement of the Product;
2. correction of the deficiency; or
3. a refund of the amount paid for the affected Product.

We aim to communicate an initial response within a reasonable time of receiving a complete claim, though the overall resolution timeline may vary depending on the nature of the investigation, including where a logistics or insurance claim process is involved.

8. REFUND METHOD AND TIMELINE

Where a refund is approved, it will ordinarily be processed to the original payment method used for the transaction.

Refund timelines may vary depending on your bank or payment provider, and are generally outside our direct control once initiated. As a general guide, refunds are typically reflected within 7–10 business days of approval, though this is not a guaranteed timeframe.

9. CANCELLED OR FAILED ORDERS

Where an Order is cancelled by Balaji Aurica (for example, due to a pricing error, payment failure, or inability to fulfil the Order) and payment has already been received, the amount paid will ordinarily be refunded in accordance with our standard refund process.

If a payment is debited but the transaction does not complete successfully, any amount debited will be refunded through the applicable payment/refund process.

10. BUYBACK (SEPARATE FROM RETURNS)

If you wish to sell a previously purchased Product back to us, this is a separate commercial transaction governed by our Buyback Policy (where published and applicable), not by this Return & Refund Policy.

11. CHANGES TO THIS POLICY

We may update this Policy from time to time to reflect changes in our processes, applicable law, or other legitimate business reasons. The latest version will always be available on this page.

12. CONTACT US

For questions about returns, refunds or a specific order issue, please reach out to our Customer Support team.