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Refund & Cancellation Policy

Last Updated: July 29, 2026

This Refund & Cancellation Policy explains the terms applicable to purchases, sales, redemptions, refunds, and cancellations made through the Prem Jewellers Digital Gold and Digital Silver Application.

1. Purchase of Digital Gold and Digital Silver

  1. Once a purchase is successfully completed and the applicable digital metal has been credited to the customer's wallet, the transaction may not be cancelled or reversed.

  2. This policy is necessary because precious-metal prices may change and the corresponding metal may be allocated after successful completion of the transaction.

  3. Customers should carefully review the transaction amount and details before confirming a purchase.

2. Failed or Unsuccessful Payments

If a customer's payment account is debited but the digital metal is not credited to the App wallet due to a failed or unsuccessful transaction:

  1. The transaction will be reviewed and reconciled;

  2. Any eligible refund will be processed according to the payment provider's procedures;

  3. The refund may be credited to the original payment source, subject to verification and payment-provider timelines.

Customers who do not receive an expected refund may contact customer support.

3. Sale and Redemption Requests

  1. A sale or redemption request will be processed using the applicable rate and terms displayed or confirmed at the time of the transaction.

  2. Once a sale or redemption request has been successfully confirmed and processed, it may not be cancelled or reversed.

  3. Cash-redemption payments will be made only to verified bank accounts, subject to applicable verification requirements.

4. Failed Cash Redemption

If a cash redemption cannot be completed because of incorrect, incomplete, or unverified bank details:

  1. The redemption request may be placed on hold or rejected;

  2. The customer may be required to update or verify bank information;

  3. The applicable digital metal or transaction value will be handled according to the status of the transaction and Prem Jewellers' operational procedures.

5. Physical Coin Delivery

For physical coin redemption:

  1. Available coin denominations, charges, and delivery terms will be displayed or communicated at the time of redemption.

  2. Delivery charges, making charges, packaging charges, or other applicable fees may apply.

  3. Customers must provide a complete and accurate delivery address.

  4. If a delivery issue is caused by Prem Jewellers or its authorized logistics partner, the matter will be investigated and an appropriate resolution may be provided.

  5. Depending on the circumstances, the resolution may include re-dispatch of the product, correction of the delivery issue, or another suitable remedy.

6. Taxes and Charges

  1. Applicable GST, taxes, duties, delivery charges, making charges, and other fees will be disclosed or communicated as applicable.

  2. Government taxes and charges may not be refundable where they have already been legally collected or remitted.

  3. Charges related to physical coin redemption may be non-refundable after the order has been processed or dispatched, subject to applicable law and the circumstances of the request.

7. Contact for Refund or Cancellation Issues

For assistance, contact:

Customer Support Email: ashish@premjewellers24.com

Customer Support Number: 9814277860

Support Hours: 11:00 AM to 8:00 PM

If the issue remains unresolved, customers may contact:

Grievance Officer: Ashish Garg

Email: ashish8984@gmail.com

Contact Number: 8146637627