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Return Instructions

  1. ITEM REPLACEMENT/EXCHANGE REQUEST 

Once the exchange/replacement request is approved, the customer may return the item for replacement through: 

(1) Store Drop-off 

Customer may drop the item subject for return together with the order confirmation receipt at any of the following Royal Gem and MyGold branches: 

MyGold SM Makati Branch Royal Gem Ayala Malls Manila Bay Branch Royal Gem Metro Pampanga Branch
Royal Gem Metro Alabang Branch Royal Gem Metro Ayala Branch Royal Gem SM Dasma Branch
Royal Gem Astro Fairview Branch Royal Gem Metro Bacolod Capitol Branch Royal Gem SM Fairview Branch
Royal Gem Astro UP Branch Royal Gem Metro Baybay Branch Royal Gem SM Legazpi Branch
Royal Gem Boutique Ayala Malls Cebu Branch Royal Gem Metro Colon Branch Royal Gem SM Ortigas Branch
Royal Gem Boutique Colon Branch Royal Gem Metro Feliz Branch Royal Gem SM Sucat Branch
Royal Gem Boutique Ayala Malls Market2x Branch Royal Gem Metro Maasin Branch Royal Gem Super Metro Bogo  Branch
Royal Gem Ayala Malls Central Bloc (CITP) Branch Royal Gem Metro Market-Market Branch Royal Gem Super Metro Calbayog Branch
Royal Gem E-mall Branch Royal Gem Metro Naga Cebu Branch Royal Gem Super Metro Carcar Branch
Royal Gem Metro Imus Branch Royal Gem Metro Toledo Branch Royal Gem Super Metro Lapu-Lapu Branch
Royal Gem Metro Legazpi Branch Royal Gem Metro Toledo Branch Royal Gem Super Metro Mambaling Branch
Royal Gem Metro Lucena Branch Royal Gem Pacific Mall Mandaue Branch Royal Gem Super Metro Talisay Branch

Any store supervisor or store team leader will issue a Jewelry Return Slip to document item returned.

 (2) Shipment 

Customer may ship the item subject for return via LBC Express to the following addresses: 

(a) For customers in Visayas and Mindanao, you may ship your returned item at:

Address: Royal Gem, Metro Mandaue, Pacific Mall, Ibabao, Estancia, Mandaue City, Cebu
Attention to: Kathline Lucero, Deputy Vault Supervisor
 
(b) For customers in Luzon, you may ship your returned item at: 
 
Address: Royal Gem, Metro Market2x, Mabini St. between C5, and Mckinley Parkway, Fort Bonifacio Global City, Taguig
Attention to: Sheryl Lanorio, Order Fulfillment Associate 
 

Item/s must be returned with their original packaging (with bubble wrap to avoid further damage) and in perfect, unused condition.

For customer’s protection, please ensure the item/s, subject for return, the full purchase amount upon shipment.

Item/s should be shipped together with the collection receipt (if any).

Royal Gem is not responsible for items lost or damaged during transit.

Customer will be held responsible for the item subject for return until the arrival at our warehouse.

If reason for return is due to negligence and fault of Royal Gem, we will reimburse shipping fees shouldered by customer for the returned item. You may opt to claim the reimbursable amount through the following:

(1) Store Credit - shipping amount to be added in store credit amount (store credit = returned item purchase price + returned item shipping fee).

(2) Cash Refund via Payment Center – Royal Gem will reimburse the incurred shipping fee via payment centers but surcharges incurred will be deducted from the total reimbursable amount. Royal Gem will send an email once refund is ready for claim. 

 

2. CASH REFUND 

If cash refund is approved, customer will be instructed to return the item through: 

(1) Store Drop-off 

Customer may drop the returned item together with the collection receipt at any of our Royal Gem and MyGold branches.

Store supervisor or store team leader will issue a Jewelry Return Slip to document item subject for return.

All items returned are still subject to item verification.

Items that do not pass the verification will be returned to the customer. 

(2) Shipment

Customer may ship the item subject for return via LBC Express. 

Item/s must be returned with their original packaging (with bubble wrap to avoid further damage) and in perfect, unused condition.

For customer protection, please ensure the item/s for the full purchase amount.

Item/s should be shipped together with the collection receipt.

Royal Gem is not responsible for items lost or damaged during transit.

Customer will be held responsible for the returned item/s until the arrival at Royal Gem’s warehouse. 

Refund shall be through check payment, computation of which shall be:

Refund Amount = Return item purchase price + Return item shipping fee 

If verified, an NVIS shall be sent to your email wherein you are required to fill-out the following details:

      • Complete Name 
      • TIN (if any)
      • Address
      • Consignee’s signature

Refund processing shall commence once NVIS has been submitted.

Customer may choose to claim the check through the following method: 
 
(1) Store Pick-up 
      • Please allow fifteen (15) days for us to process your refund. 

      • You will receive an email once your refund is available for pick-up.

      • At least one (1) valid ID shall be presented to store personnel upon claiming.

      • If customer cannot claim your check within the time indicated, customer’s representative shall present a duly signed authorization letter and the required ID of the customer and of the customer’s authorize representative to the courier upon claim.

(2) Door to Door Delivery/LBC Branch Pick-up 
      • Delivery fee shall be deducted from your total refundable amount.

      • Please allow ten (10) days for us to process your refund.

      • You will receive an email once dispatched. You may track your delivery at https://www.lbcexpress.com/ using the tracking number emailed to you.

      • At least one (1) valid ID shall be presented to our courier upon receiving/claiming.

      • If customer cannot claim your check within the time indicated, customer’s representative shall present a duly signed authorization letter and the required ID of the customer and of the customer’s authorize representative to the courier upon claim.

All items returned are still subject to item verification. Items that do not pass the verification will be transported back to the customer.

Once verified, allow 2-3 days for order processing of customer replacement item.

After which an order confirmation email shall be sent to customer.

We shall process your order once payable amount (if any) is settled.