Refund policy

At New York Gold & Jewelry, we want you to feel confident when purchasing gold and jewelry products from us. If your purchase does not meet your expectations, this Refund & Return Policy explains the conditions and process for requesting a return, exchange, or refund.

We are committed to handling all return and refund requests fairly, clearly, and professionally.

1. Return Eligibility

Customers may request a return within 30 calendar days from the date the order is delivered, subject to the conditions outlined in this policy and applicable law.

To qualify for a return, the product must:

  • Be unused and unworn.

  • Be in its original condition, without damage, alteration, or signs of misuse.

  • Include the original packaging, labels, certificates of authenticity, documentation, and accessories supplied with the order, where applicable.

  • Include valid proof of purchase or applicable order information.

  • Meet any reasonable inspection and verification requirements necessary for gold and jewelry products.

Products that do not meet these requirements may not qualify for a return or exchange, except where otherwise required by applicable law.

2. No Restocking Fees

New York Gold & Jewelry does not charge restocking fees on approved returns.

Eligible customers will not be charged a restocking fee simply because a product is returned.

3. Non-Returnable Items

The following products may generally not qualify for a return or refund:

  • Gold or jewelry items that have been worn, used, damaged, or altered after delivery.

  • Custom-made, personalized, engraved, or specially ordered jewelry, except where a return is required by applicable law or the item is defective.

  • Products that have been resized, repaired, modified, or otherwise altered at the customer's request.

  • Clearance or final-sale items clearly identified as non-returnable at the time of purchase, where permitted by law.

  • Items returned without original packaging, certificates, or accompanying documentation when these are necessary to verify the product.

  • Products that fail to meet the return eligibility requirements described in this policy.

Any applicable exclusions will be administered in accordance with consumer protection laws. Nothing in this policy limits rights that cannot legally be excluded.

4. How to Request a Return

Before sending a product back, please contact the New York Gold & Jewelry customer service team to request return instructions.

Please provide:

  • Your order number.

  • Your full name.

  • The reason for your return request.

  • Clear photographs of the product, if it is damaged, defective, or incorrect.

  • Any relevant product certificates or documentation, where applicable.

After reviewing your request, our team will provide the appropriate instructions for completing the return.

Please do not send a return to our business address unless our customer service team has specifically instructed you to do so.

For security and verification purposes, returned gold and jewelry items may be inspected to confirm their condition and consistency with the original order.

5. Refund Process

Once your returned product is received, it will be inspected to determine whether it meets the requirements of this policy.

After inspection:

  • If the return is approved, the refund will generally be issued to the original payment method used for the purchase.

  • Approved refunds are generally processed within 2 business days after the return has been received and approved.

  • Your bank, card issuer, or payment provider may require additional time before the refunded amount appears in your account.

  • The time required for the refund to appear may vary depending on your payment provider or financial institution.

If a return does not meet the applicable eligibility requirements, our team will contact you to explain the outcome and any available options, subject to applicable law.

6. Return Shipping Costs

For returns that are not the result of an error on our part, the customer is generally responsible for return shipping costs.

If you receive an incorrect, defective, or damaged product, please contact us so we can review the issue and determine an appropriate resolution, which may include a replacement or refund where applicable.

New York Gold & Jewelry does not charge a restocking fee for approved returns.

Original shipping charges, if any were paid, are generally non-refundable unless the return results from our error or a refund is otherwise required by applicable law.

Because gold and jewelry products may be valuable, customers should contact us before shipping any item back. We will provide applicable return instructions and any specific packaging or shipping requirements. Customers should use a secure, trackable shipping service and retain proof of shipment.

7. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or contains the wrong product, please contact us within 48 hours of delivery, where possible, so we can investigate the issue promptly.

Please provide:

  • Your order number.

  • Clear photographs of the product.

  • Photographs of the shipping package and packaging.

  • A brief description of the problem.

  • Relevant product documentation, if applicable.

Our customer service team will review the information and work with you toward an appropriate resolution.

Please retain the product and its packaging until we have provided further instructions. Reporting an issue after 48 hours does not automatically eliminate any rights you may have under applicable law.

8. Exchanges

Eligible gold and jewelry products may be exchanged for a replacement or another available item, subject to product availability and approval.

If you would like to request an exchange, please contact our customer service team before returning the product.

Exchange requests are subject to the applicable condition, verification, and documentation requirements described in this policy.

Custom-made, personalized, engraved, or altered jewelry may not qualify for an exchange unless the item is defective or an exchange is otherwise required by applicable law.

9. Late or Missing Refunds

If your refund has been approved and you have received confirmation that it has been processed, but the funds have not yet appeared in your account, please first contact your bank, card issuer, or payment provider.

Financial institutions may require additional processing time before a refund becomes available.

If you have checked with your payment provider and still need assistance, please contact the New York Gold & Jewelry customer service team.

10. Contact Information

For questions regarding returns, exchanges, refunds, or damaged or incorrect orders, please contact us using the information below.

Store Name: New York Gold & Jewelry

Business Address:
8012 S Tacoma Way #7A
Lakewood, WA 98499
United States

Phone: +1 253-588-6501

Email: support@nygoldjewelry.shop

Customer Service Hours — Pacific Time (PT)

  • Monday–Tuesday: Closed.

  • Wednesday–Sunday: 10:00 AM–6:00 PM PT.

At New York Gold & Jewelry, we are committed to providing a transparent, fair, and customer-focused return and refund experience. We aim to make the process straightforward while clearly explaining the conditions that apply to eligible returns of our gold and jewelry products.