Refund Policy

01Our Commitment

Every Pinas Gold piece is genuine gold, certified by karat. This Refund Policy explains when you can return or exchange a piece, when you are entitled to a refund, how to ask for one, and how long it takes. It forms part of our Terms & Conditions and should be read with our Shipping & Delivery page.

This policy is written in accordance with Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations, and Federal Decree-Law No. 14 of 2023 on Trading through Modern Technology. Nothing in this policy limits any right you have under those laws that cannot lawfully be excluded.

02Returns and Exchanges Within 7 Days

If there is an issue with your order, you may request a return or an exchange within 7 days of receiving it, provided the piece is in its original condition and in its original packaging, with any certificate or receipt that came with it.

Contact us on WhatsApp, by phone or by email within the 7 days and tell us your order number and what the issue is. We will confirm the next steps with you, and arrange collection or let you bring the piece to our showroom in Al Quoz, Dubai.

03When You Are Entitled to a Refund

You are entitled to a refund, or at your choice an exchange where we can supply one, in any of these situations:

• Your piece arrives damaged or broken, or is not fit to wear.
• The piece delivered is different from the one you ordered (for example a different karat, weight, size or design), and the difference is not due to the details you gave at checkout.
• The piece does not match the karat or certification stated on our website.
• Part of your order is missing.
• We cancel your order, for example because a piece is no longer available or a pricing error is found. You receive a full refund of everything you paid.
• You were charged more than once for the same order, or the amount charged differs from the total shown at checkout.

04When a Refund or Exchange Is Not Available

We cannot accept a return or exchange where:

• More than 7 days have passed since you received the piece.
• The piece is not in its original condition and packaging, or shows signs of wear, damage, resizing or alteration after delivery.
• The piece was made, engraved or resized to your specific request.
• The original certificate or receipt is missing, so we cannot confirm that the piece is ours.

05How to Request a Refund or Exchange

Message us on WhatsApp (+971 50 589 4382), call +971 50 581 8365 or +971 55 591 3226, or email sparkbrightly@pinasgolduae.com. Please include your order number, your name, and a few photographs of the piece and its packaging.

We will reply with the outcome of your request, usually within one business day, and tell you how to return the piece.

06Shipping and Delivery Problems

Local deliveries usually take 1 to 3 business days and all orders are sent with secured delivery. If your order arrives damaged, or does not arrive within the delivery time we confirmed with you, contact us straight away and we will investigate with the courier. Please keep the packaging and take photographs when you open a damaged parcel.

07Cancellations Before Delivery

You may cancel an order before it is dispatched for a full refund. Once a piece has been dispatched, the 7-day return process above applies. To cancel, contact us as soon as possible with your order number.

08Gold Prices and Your Order

Our prices follow the daily gold rate. The price you pay is the price shown at checkout when you place the order, and it will not change after your order is confirmed. If a return or exchange is approved, we refund the amount you actually paid for that piece.

09Delivery Fees, VAT and Payment Charges

A refund covers the price of the piece. Delivery fees are refunded where the return is due to our error (damaged, wrong or missing items). VAT paid on a refunded item is refunded with it. Any card processing fee is refunded with a card payment that is refunded in full.

10Refund Processing Times

Once we have received and checked the returned piece, we will approve your refund and tell you by message or email. We aim to complete refunds within 5 to 10 business days of approval, depending on your payment method.

Card refunds return to the original card and may take additional days to appear, depending on your bank.

11Refund Method

• Cash on delivery and bank transfer orders: refunded by bank transfer to the account you tell us.
• Card payments: refunded to the original card.
• GCash payments: refunded to the GCash account that sent the payment, in Philippine pesos at the amount you paid.

12Failed Delivery Attempts

If we cannot deliver because no one is available or the address or phone number is wrong, we will contact you to arrange another attempt. If the order cannot be delivered after reasonable attempts, we may cancel it and refund you, less any delivery fees already incurred.

13Fraud, Misuse and Chargebacks

We keep records of each order and each return. If you have a problem with a payment, please contact us before contacting your bank so that we can resolve it quickly. We may decline a return or refund where we reasonably believe it is fraudulent or abusive.

14Your Statutory Rights

This policy does not affect any rights you have under UAE consumer protection and e-commerce law.

15Complaints and Escalation

If you are not satisfied with how we handled a request, write to us at sparkbrightly@pinasgolduae.com and ask for it to be reviewed. If it cannot be resolved with us, you may raise it with the consumer protection department of the UAE Ministry of Economy.

16Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our services or in UAE law. The "Effective date" at the top of this page shows when it was last revised. The version in force when you place an order is the version that applies to that order.

17Contact Us

For any return, exchange or refund request, email sparkbrightly@pinasgolduae.com, call or message us on +971 50 581 8365 or +971 55 591 3226, or visit us at Al Khail Gate, Al Quoz Industrial Area 2, Dubai, United Arab Emirates. We are available 24/7. Please include your order number so we can help you faster.