Returns Policy

Every Goldgenie piece is hand-finished and quality-checked before dispatch. This policy sets out the terms on which items may be returned or exchanged. Your statutory rights are not affected.

1. Ready-made items

Ready-made items that have not been customised, engraved or personalised, including 24K Gold Roses and luxury gifts, may be returned within 14 days of delivery.

  • Please notify us within 14 days of delivery and return the item within 14 days of notifying us.
  • Items must be unused, in their original condition and packaging, with all accessories and the certificate of authenticity.
  • A refund of the item price and the original standard delivery charge will be issued within 14 days of our receiving the item.
  • Return shipping costs are the customer’s responsibility. We recommend an insured, tracked service, as the item remains the customer’s responsibility until it is received by Goldgenie.

2. Customised and made-to-order items

Customisation begins as soon as an order is confirmed. Customised and made-to-order items are therefore non-refundable and orders cannot be cancelled once placed. This applies to all customised products, including:

  • the Goldgenie iPhone Duo, ICON iPhone and Infinity collection
  • all customised Apple, Samsung, Huawei and other devices
  • gemstone-encrusted logos, engraving and personalisation
  • bespoke commissions and gold-plating services

Where an order is reserved with a deposit, such as the 50% deposit on the iPhone Duo, the order is confirmed and customisation begins on receipt of the deposit. The deposit is non-refundable.

Goldgenie may, at its discretion, offer an exchange on customised items.

3. Damaged, faulty or incorrect items

  • Damage in transit: please notify us within 48 hours of delivery, with photographs of the item and its packaging.
  • Faulty or incorrect items: please notify us within 30 days of delivery.
  • Goldgenie will repair or replace any item that arrives damaged, faulty or not as ordered, and will cover the return shipping costs.
  • Faults with the Goldgenie finish arising after 30 days are covered by the Goldgenie Warranty.

4. How to return an item

  1. Email [email protected] with your order number, the item, the reason for the return and, for damaged or faulty items, photographs.
  2. We will issue a return authorisation and the return address. Items sent without a return authorisation cannot be accepted.
  3. Return the item using an insured, tracked service, with the certificate of authenticity and all accessories.

5. Refunds

Approved refunds are made to the original payment method. Orders paid in cryptocurrency are refunded at the order’s value at the time of payment, in the currency in which the order was priced (GBP, USD, EUR or AED), not in cryptocurrency.

6. Warranty

Returns are separate from the Goldgenie Warranty. Goldgenie products carry a lifetime warranty on the custom finish, and gold-plating services carried out on customers’ own items carry a three-year warranty. Full terms: https://goldgenie.com/warranty/

7. Business orders

Business opportunities, franchise and authorised-reseller purchases are business-to-business sales and are non-refundable.

Contact

Email: [email protected]

Telephone: +971 4 248 5180

Last updated: 29 October 2026