Effective 16 October 2026 · Applies to confirmed physical-product orders for online orders.
Cancelling an order
Request cancellation by email or phone with your order reference before dispatch. If the order has not been dispatched, we will cancel it without a cancellation fee and refund the amount collected, including the delivery charge. A cancellation request is confirmed once our team verifies the dispatch status and responds.
After dispatch, change-of-mind cancellation or return of bullion coins and bars is not offered because of price sensitivity and product integrity. This restriction does not affect claims for damaged, defective, incorrect, misdescribed, undelivered or otherwise non-conforming goods, or any statutory rights.
Damaged, incorrect or defective products
Contact us as soon as possible, preferably within 7 calendar days of delivery. Share your order reference, a description of the issue and photographs where available. Keep the packaging and product. An unboxing video is helpful but is not a condition for accepting a valid complaint. The suggested reporting period does not remove rights relating to latent defects or rights available under law.
We will assess the issue and arrange an appropriate refund, replacement or other remedy. Where the issue is our responsibility, we bear reasonable return shipping costs and refund applicable delivery charges. Do not send precious-metal products by ordinary post or to an unconfirmed address; ask us for return instructions first.
Return assessment
Where return is needed, we verify the product, weight and condition against the order. Please keep seals intact where possible, but opening packaging does not automatically invalidate a genuine defect or wrong-product claim. Assessment is normally completed within 3 business days after receipt. We will explain any concern and communicate the outcome.
Refund method & timing
Approved refunds are initiated to the original payment method within 5 business days of approval. Banks and payment providers may take a further 3–7 business days to show the credit. We will share a refund reference when available. Refunds are not paid to unrelated accounts, and an increase or decrease in metal market prices does not change the amount originally paid for a refunded item.
Failed or duplicate payments
If you were debited without an order confirmation or charged more than once, contact us with the transaction reference. We verify the payment record and arrange reversal or refund of any amount we have received in error. Never share your UPI PIN, card CVV or OTP.
Contact & escalation
Contact info@evoluxe.online or +91 90726 55200. Our address is Building No. XI/814B, NH Moonupeedika, Moonnupeedika, Kaipamangalam, Thrissur, Kerala 680681, India.
Email the subject “Customer grievance” for an unresolved concern. We acknowledge complaints within 48 hours, provide a copy of the recorded complaint and aim to resolve the matter within one month. This policy does not exclude remedies under applicable consumer law.