Refund & Return Policy

At Vittarq, we want you to be completely satisfied with your purchase. We offer a 7-day return window from the date of delivery for all eligible products. Because we deal in precious metals. Gold and silver coins and bars. Our return policy includes specific conditions to protect both you and us from tampering and fraud.

This policy outlines the eligibility criteria, return process, inspection procedure, and refund timelines. Please read it carefully before making a purchase, especially the sections on precious metals conditions and non-returnable items.

A product is eligible for return if all of the following conditions are met:

• The return is initiated within 7 calendar days from the date of delivery
• The product is in its original, unopened condition with the refiner's holographic seal fully intact and unbroken
• The product weight matches the stated weight within our tolerance range (see Precious Metals Conditions below)
• There is no visible damage or signs of tampering caused by the customer

If your product arrives damaged, defective, or does not match the product description, please contact us immediately. Such cases are handled as quality issues, not standard returns, and are eligible for replacement or full refund regardless of seal condition.

Due to the nature of precious metals, the following special conditions apply to all gold and silver product returns:

• Seal integrity: The refiner's holographic seal must be completely intact and show no signs of tampering, peeling, or resealing. Products with broken or missing seals cannot be accepted for return, as the seal is the primary guarantee of product authenticity and purity.
• Weight verification: Upon receipt at our warehouse, every returned product is weighed on a calibrated scale. The weight must match the product specification within a tolerance of 0.05 grams. If the weight falls outside this tolerance, the return may be rejected.
• Refund at purchase price: Refunds for returned gold and silver products are processed at the original purchase price, not the current market price at the time of return. This policy exists because gold prices fluctuate daily and returns are not a price speculation mechanism.

The following items are not eligible for return under any circumstances:

• Personalised or engraved coins: Any product that has been customised with engraving, personalisation, or custom packaging at your request
• Opened products with broken seals: Any gold or silver product whose refiner holographic seal has been broken, tampered with, or removed

If you are unsure whether your product is eligible for return, please contact us at support@vittarq.com before shipping it back. We will advise you on eligibility before you incur any return shipping costs.

To initiate a return, follow these steps:

1. Contact us within 7 days of delivery at support@vittarq.com or via WhatsApp
2. Provide your order number, the item(s) you wish to return, and the reason for the return
3. Our team will verify eligibility and, if approved, send you a prepaid return shipping label within 1 business day
4. Pack the product securely in its original packaging and affix the return label
5. Hand the package to the courier when they arrive for pickup (we arrange pickup at your address)

Please do not ship returns without first obtaining a return authorisation from us. Unauthorised returns may be refused and returned to you at your expense.

For all eligible returns, Vittarq provides a prepaid return shipping label at no cost to you. Return shipments of precious metals are:

• Fully insured at the purchase value of the product being returned
• Shipped with tracking and signature confirmation
• Handled by the same courier partner used for the original delivery (BVC Logistics for precious metals)

If you choose to return a product without using our prepaid label, Vittarq is not responsible for any loss, damage, or delay during return transit. We strongly recommend using the provided label for your protection.

Upon receipt of your return at our warehouse, every product undergoes a thorough inspection process:

1. Seal check: Visual and tactile inspection of the refiner's holographic seal to confirm it is intact and untampered
2. Weight verification: The product is weighed on a calibrated, certified scale. The weight must fall within 0.05 grams of the stated product weight.
3. Visual inspection: The product is examined for any physical damage, scratches, dents, or signs of mishandling

The inspection process typically takes 2–3 business days from the date we receive the return. You will be notified of the inspection result via email.

If the product fails inspection (seal broken, weight discrepancy, or visible damage), we will contact you to discuss options, which may include returning the product to you at your expense.

Once the return passes inspection, refunds are processed as follows:

• Inspection: 2–3 business days from receipt at our warehouse
• Refund initiation: Within 1 business day of successful inspection
• Refund processing: 5–7 business days for the refund to appear in your account, depending on your bank or payment provider

For orders paid via Razorpay (cards, net banking, UPI via Razorpay, wallets, EMI), refunds are automatically credited to the original payment method. For orders paid via UPI QR or direct bank transfer, our team processes the refund manually to your registered bank account within the same timeframe. Any VPay wallet credits used are restored to your wallet balance instantly.

In total, you can expect the refund to be reflected in your account within 10–14 business days from the date you ship the return. If the refund does not appear within this timeframe, please contact us at support@vittarq.com.

For multi-item orders, you may return individual items without returning the entire order. In such cases:

• The refund amount will correspond to the purchase price of the specific item(s) being returned
• Each item is tracked individually for refund purposes
• Shipping charges, if any, are refunded only if the entire order is returned
• The same eligibility conditions (seal intact, weight verified, 7-day window) apply to each individual item

You will receive a detailed refund breakdown via email showing the amount refunded for each returned item.

You may cancel your order at any time before the product is shipped. Pre-shipment cancellations are processed as follows:

• Cancel from your order page on the Platform, or contact us at support@vittarq.com
• Full refund: Razorpay orders refund automatically to the original payment method; UPI QR and bank transfer orders are refunded manually by our team to your registered bank account
• Refund processed within 5–7 business days

Once an order has been shipped, it cannot be cancelled. You may still return the product after delivery following the return process described above.

If you have any questions about our refund and return policy, please contact us at support@vittarq.com.