Order changes
Cancellations & refunds
A purchase request is not a completed purchase. What happens next depends on whether the request expired, the store confirmed availability and the final price, you accepted it and payment was made.
Last updated 2 October 2026
Before payment
An unpaid request expires automatically when its deadline passes (the store’s response deadline, your acceptance deadline or the payment window). If the store declines or cannot supply the exact item, the request closes and the customer should not pay.
After payment
Because the vendor is the seller of record and receives payment directly, that vendor handles cancellation, refund and warranty requests under its disclosed policy and applicable UAE requirements. Get Gold can preserve the reservation evidence and help route a dispute.
Incorrect, damaged or misdescribed items
- Contact the vendor and Get Gold promptly with the reservation number.
- Keep the invoice, packaging, certificate and photographs of the issue.
- Do not alter or resize the item before the vendor has assessed the concern.
Custom and price-sensitive products
Made-to-order, engraved or altered jewellery may have different cancellation conditions. Gold price movement by itself does not change the price of a completed sale or create a guaranteed resale value.
Refund timing
The vendor should confirm the approved refund amount, method and expected timing. Get Gold does not hold customer money in the current model and cannot issue a refund from funds it did not receive.
Questions? Contact Get Gold.