Exchange Policy

At Golden Tree Jewellers, we want you to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help! Below are the details of our exchange policy:

Exchange Eligibility

  • Time Frame: You may exchange purchased items within 7 days of receiving your order.

  • Condition: Items must be in their original condition, unworn, and in the original packaging with accessories intact.

    • Watches: For watch returns, please ensure there is no damage, dents, or signs of wear. Note as well that any additional accessories such as extra straps, warranty card, and manuals must be intact. Any returns that do not meet these conditions will not be accepted.

    • Jewellery: Items must be unaltered (for example, no altering of ring size or shortening of chains) and they must be in unworn condition, in the same packaging it was originally sent in to be eligible for exchange.

  • Exclusions: Certain items, such as clearance items or personalized products, may not be eligible for exchange. Please check the product description for specific exchange information.

Exchange Process

  1. Contact Us: To initiate an exchange, please contact our customer service team at info@goldentreejewellers.com Please include your order number and the reason for the exchange.

  2. Exchange Authorization: Once your exchange is approved, we will provide you with instructions on shipping the item(s) back to our team.

  3. Shipping the Item(s): You are responsible for the shipping costs associated with sending the item unless the exchange is due to our error (e.g., incorrect item sent, defective product.)

  4. Packaging: Please securely package the item to avoid damage during return shipping.

Exchanges

  • Processing Time: Once we receive the item(s), we appreciate your patience as we start the inspection process. Exchanges will be processed within 5-10 business days, unless otherwise stated.

  • Payment Processing: In the event that there is a difference in price between the items, we will require any additional payment to be captured before shipping the new item(s) to you. Our team will walk you through the process. 

  • Shipping Costs: Original shipping costs are non-refundable, except in cases where we made an error with your order.

Damaged or Defective Items

  • In the unlikely event that you receive a damaged or defective item, please contact us within 7 days of receiving the product. We will work with you to resolve the issue.

Refunds

  • Purchases made both in-store at Golden Tree Jewellers and online at www.goldentreejewellers.com are not eligible for refunds. If you have any concerns or questions regarding your order, please contact us at info@goldentreejewellers.com, or, you can reach us via text or phone call at 604-530-7221. 

Changes to This Policy

  • We reserve the right to update our return policy at any time. Any changes will be reflected on this page, so we encourage you to review it periodically.

Thank you for choosing Golden Tree Jewellers! We appreciate your business and are here to assist you with any questions or concerns regarding your purchases.