Refund & Cancellation Policy

This policy explains the limited circumstances in which refunds, cancellations and reversals are processed by Bullionare Times Private Limited ("Bullionare"). Because the underlying asset is physical gold whose price is market-driven, all confirmed transactions are considered final except as expressly stated below.

1. General principle

Once payment is realised and gold is allocated against your order, the transaction is treated as final. This protects all customers from speculative cancellations driven purely by price movement after order confirmation.

2. Cancellations

• Pre-allocation: orders may be cancelled only if requested before gold has been allocated to your account (typically within a few minutes of payment). Contact support immediately with your order ID.
• Post-allocation: orders cannot be cancelled but digital gold may be sold back at the prevailing buy-back rate (see Section 5).
• Pre-dispatch for physical orders: cancellations may be considered on a best-effort basis before dispatch, subject to applicable processing fees.

3. Failed payments

If money is debited from your account but the order is not confirmed, the amount is automatically refunded to the original payment method within 5–7 working days. If you do not receive the refund within this window, write to info@bullionare.com with the transaction reference and bank statement screenshot.

4. Damaged, tampered or non-delivered shipments

• If a shipment arrives with damaged packaging or visible tampering, refuse delivery and report within 24 hours to info@bullionare.com with the unboxing video and photographs.
• Validated claims are resolved via replacement of equivalent gold (subject to availability) or refund of the transaction value.
• If a shipment is lost in transit and certified as undeliverable by the logistics partner, you will be refunded the full transaction value.

5. Digital gold sell-back

You may sell your digital gold holdings at any time at the prevailing buy-back rate published in the app. Sell-back proceeds are credited to your registered bank account within 2 working days of the sell transaction, subject to banking timelines.

6. Refund timelines & mode

Refunds are always processed to the original payment instrument. Where the original instrument is unavailable, refunds are made to the verified bank account linked to your KYC.

7. Non-refundable charges

Statutory taxes (GST, TCS) that have been remitted to government authorities are non-refundable. Logistics and insurance charges incurred on shipments that were already dispatched are non-refundable unless the shipment is damaged, tampered, or lost in transit.

8. How to raise a refund request

Write to info@bullionare.com with the subject "Refund Request – [Order ID]" along with order details and supporting evidence. We acknowledge within 24 hours and resolve within the timelines above.

9. Grievance escalation

If you are not satisfied with the resolution, please refer to our Grievance Redressal page for the escalation matrix.

10. Contact

Bullionare Times Private Limited · 2nd Floor, 28/6/3, Laxmi Tower 3, Nagarathpet Cross, Kempana Lane, Bengaluru – 560002 · info@bullionare.com · +91 91645 39990.