Exchange and Return Policy

Thank you for choosing to shop at Diwan Gold Company's store. In recognition of your trust, we have clarified our exchange and return policy. You can exchange or return your ordered bullion in the following cases. Please read the policy carefully and contact us if you have any other questions not addressed here.

Replacement and refund:

• Ingots cannot be exchanged or returned after receiving the order, unless there is an error in the order or a manufacturing defect. To preserve product quality, it can only be returned by returning it to the branch from which the order was received.
• In the event of a defect or manufacturing error in the product, it will be returned after reporting it within 24 hours of receiving the order.
• The amount will be returned to the customer when the product is confirmed to be safe.
• Returns will not be accepted after the specified time period has passed, when it is not in the same condition as you received it, or when the product's security sticker has been removed.
• In the event of shipping, the product will be returned through the shipping company and then replaced for the customer (after undergoing inspection).
• If the customer refuses to receive the shipment from the shipping company and it is returned to us, the company has the right to take appropriate measures and apply administrative or other cost deductions. If the customer wishes to reship the products to the customer, the customer shall bear the new shipping cost.

Cancel orders:

The store may choose to accept, reject, or cancel orders. In cases where an order is cancelled directly, for example, if the desired product weight is unavailable, if the product is incorrectly priced, or if the order verification process is incomplete within your account, the store will refund your payment for cancelled orders. If these conditions are not met, the store has the right to refuse to cancel the order.



If the customer wishes to cancel the order and the company approves the cancellation after completing the payment process, the fees incurred for credit card payments (Visa or Mada) will be deducted, in addition to an administrative fee covering operational costs, due to the continuous changes in gold and silver prices.

When can I get my money back if I cancel or return an order?

After canceling an order or returning the product to us in its original condition and packaging, the amount will be refunded to the account from which the payment was made, after deducting any administrative fees, if any, within 48 hours. In case of pressure, this may take from two days to a week.