General Terms
These Terms and Conditions govern your use of the Shantilal Jewellers website and all purchases made through it or in our store. By placing an order or completing a purchase you confirm that you have read, understood and agree to these terms in full.
Shantilal Jewellers is a registered business operating from the Dubai Gold Souk, United Arab Emirates, since 1969. We reserve the right to update these terms at any time. The version published on the date of your purchase applies to that transaction.
- All transactions are subject to UAE consumer protection laws and regulations
- These terms apply equally to online and in-store purchases
- By completing a purchase you agree to all terms on this page
- We reserve the right to refuse service or cancel any order at our discretion
Pricing & Gold Rate
All prices on our website are displayed in UAE Dirhams (AED) and are inclusive of VAT at 5% as required under UAE Federal Tax Authority regulations. Prices are updated daily in line with the prevailing gold market rate and are confirmed at the time of checkout.
Every price is made up of two components shown separately on every product page — the gold value, calculated from the piece's exact gram weight at the prevailing market rate, and the making charge, which covers the craftsmanship. VAT at 5% is applied to the total. Nothing is hidden.
- Gold rates are updated daily and reflect prevailing market conditions
- Prices may change between the time you view a product and the time you complete checkout
- The price confirmed at checkout is the final binding price for your order
- Making charges are fixed per piece and are not subject to gold rate fluctuation
- VAT at 5% is included in all displayed prices
- We reserve the right to correct any pricing errors before an order is confirmed
Real Gold Equity
Each product on our website displays a Real Gold Equity bar — a visual representation of the portion of value you truly hold in the gold itself. It shows what proportion of the purchase price is the real value of the gold, and what proportion is the craft and making charge.
Real Gold Equity shows how the value of your jewellery is built — the portion attributable to the gold itself, and the portion attributable to craftsmanship. Gold is a globally recognised, universally traded asset that has held its value across cultures and generations. Real Gold Equity is our way of showing you transparently how much of your jewellery’s value lies in the gold itself. It is not an estimate or guarantee of resale, buyback or exchange value.
- Real Gold Equity reflects the value of gold as priced into your purchase — it is not a resale offer, buyback estimate, or exchange value.
- The actual value realisable upon exchange may differ from the Real Gold Equity percentage shown, as exchange values are subject to prevailing market conditions at the time of transaction
- Shantilal Jewellers is not a licensed financial adviser — the Real Gold Equity bar does not constitute financial or investment advice of any kind
- Real Gold Equity percentages are indicative and for general guidance only
Returns Policy
We want every customer to be completely satisfied with their purchase. Our returns policy is built on a simple and fair principle — return the piece in the condition you received it and we will make it right.
Return your piece within 14 days of purchase in its original unworn condition with all original packaging and documentation. We will issue a full refund or exchange with zero deduction. No questions asked.
Zero DeductionReturns made after the 14-day window are accepted at our discretion and subject to a full inspection. Any deduction from the original purchase price will be determined by the condition of the piece at the time of inspection and confirmed in writing before proceeding.
Deduction May ApplyConditions for a Full Return Within 14 Days
- The piece must be unworn and in its original condition with no signs of wear
- All original packaging, certificates and documentation must be included
- The original proof of purchase or invoice must be presented
- The piece must not have been resized, engraved, altered or repaired in any way
- The piece must show no signs of damage, modification or chemical exposure
- The original hallmark and purity stamp must be intact and unaltered
Returns made after the 14-day window are still welcome. Please contact us to arrange an in-store appointment. Our team will inspect the piece and provide a written assessment of any applicable deduction before proceeding. Deductions are determined by factors including the condition of the piece, signs of wear and tear, and invoice availability. You are under no obligation to accept — you may take the piece back at any time before the transaction is completed.
Exchange Policy
We offer a gold exchange programme that allows you to exchange gold pieces against new purchases from our collection. All exchanges are conducted in store and subject to physical inspection and verification.
| Scenario | Rate Applied | Deduction | Condition |
|---|---|---|---|
| Purchased from Shantilal · valid invoice · within 14 days | Full spot rate on pure gold equivalent | Zero deduction | Invoice required |
| Purchased from Shantilal · valid invoice · after 14 days | Prevailing rate on pure gold equivalent | Standard deduction | Invoice required |
| Purchased from Shantilal · no invoice | Prevailing rate on pure gold equivalent | Standard deduction | Subject to verification |
| Purchased elsewhere · 22k / 21k / 18k / 14k | Prevailing rate on pure gold equivalent | Standard deduction | Subject to inspection |
| Piece requiring repair, cleaning or verification | Subject to inspection assessment | As assessed in store | In-store assessment |
- Exchange credit may be redeemed as store credit against a new purchase or as a cash redemption — cash redemptions are subject to deductions determined by the condition of the piece, wear and tear, and invoice availability at the time of inspection
- All exchange pieces are subject to physical inspection, weighing and karat verification in store
- The gold rate used for exchange is the prevailing rate on the day of your in-store visit
- Exchange values shown on the calculator are indicative only — final value is confirmed in store
- We accept 14k, 18k, 21k and 22k gold for exchange
- We reserve the right to decline exchange on any piece that cannot be verified or does not meet our standards
- Exchange credit is valid for 90 days from the date of issue
- Exchange credit cannot be combined with other promotions unless stated otherwise
Exchange Calculator
The exchange calculator on our website is provided as a free tool to help you understand the approximate value of your gold before visiting us. It is available to all users regardless of where the gold was purchased.
Zero Deduction — Shantilal Jewellers Purchases Within 14 Days
If you purchased from us with a valid invoice and exchange within 14 days of purchase, no deduction is applied — you receive the full prevailing rate on your gold. This applies to both store credit and cash redemption.
Standard Deduction — All Other Cases
For all other purchases — including external purchases, purchases after 14 days, or purchases without a valid invoice — a standard market deduction is applied. The exact deduction is reflected in the calculator at today's prevailing rate.
- Calculator values are indicative only — the final confirmed value is determined in store on the day of your visit
- Values update daily in line with prevailing gold market rates
- The calculator is provided as a free public service and does not constitute a contractual offer or commitment by Shantilal Jewellers
- All exchanges remain subject to physical inspection and verification in store
Orders & Payment
All orders placed through our website are subject to acceptance by Shantilal Jewellers. We reserve the right to decline or cancel any order at our discretion. You will receive an order confirmation by email once your order has been accepted and payment received.
- Payment must be made in full at the time of ordering
- We accept Visa, Mastercard, American Express and Apple pay
- All transactions are processed securely through our certified payment gateway
- We do not store your payment card details at any time
- In the event of a payment failure your order will not be confirmed — please contact us if you experience issues
- We reserve the right to cancel orders where fraudulent activity is suspected
- Order cancellations requested within 24 hours of purchase will receive a full refund
- Cancellations requested after 24 hours but before dispatch are subject to a processing fee of AED 50
- Once an order has been dispatched it falls under our returns policy
- We reserve the right to cancel an order if the product is found to be unavailable — a full refund will be issued immediately
Shipping & Delivery
We ship across the UAE and internationally, with every order packaged securely and with the same care as an in-store purchase. Delivery timelines below are estimates and may vary depending on your location and courier conditions.
All orders within the UAE ship free of charge, with an estimated delivery time of 1 to 3 business days. Free shipping applies exclusively to customers with a delivery address inside the UAE.
Free ShippingFor orders outside the UAE, shipping charges are calculated at checkout based on your destination. Estimated delivery is 3 to 10 business days, depending on the destination country.
3–10 Business Days- Free shipping is available only for orders delivered within the UAE
- International shipping charges are calculated automatically at checkout based on the destination country
- UAE delivery estimate: 1–3 business days from dispatch
- International delivery estimate: 3–10 business days from dispatch, depending on destination
- Delivery timelines are estimates and are not guaranteed — they may be affected by customs processing, courier delays or circumstances beyond our control
- All orders are fully insured while in transit
- You will receive tracking information by email once your order has been dispatched
- For any shipping enquiries, please contact us or WhatsApp us
Product Information
All gold pieces sold by Shantilal Jewellers are hallmarked and karat-verified in accordance with UAE standards. We take the accuracy of our product information seriously — if you ever have a question about a specific piece, please contact us before purchasing.
- All pieces are hallmarked in accordance with UAE standards and regulations
- Weights listed on product pages are accurate to the best of our knowledge but may vary by up to 0.2 grams due to the handcrafted nature of gold jewellery
- Product images are as accurate as possible — colour may vary slightly on different screens and under different lighting conditions
- Gold Equity percentages shown on product cards are indicative and based on the prevailing rate at the time of display — they update daily
- Gold Equity values are not a guarantee of resale or exchange value — they are a transparency tool
- Making charges are fixed per piece and are shown separately on every product page
- We reserve the right to make minor design modifications to pieces without prior notice — significant changes will be disclosed
- Stone specifications, where included, are approximate — natural stones may vary slightly in colour and size
Making Charges
Making charges represent the cost of craftsmanship — the skill, time and expertise involved in transforming raw gold into a finished piece. At Shantilal Jewellers we show making charges separately and transparently on every product page.
- Making charges are fixed per piece and are not subject to gold rate changes
- For pieces under 10 grams making charges are displayed as a flat fee in AED
- For pieces above 10 grams making charges are displayed as AED per gram
- Making charges are non-refundable once a piece has been worn or altered
- Custom, engraved or resized pieces carry a non-refundable making charge regardless of return status
- Making charges are included in the total price shown at checkout and are subject to VAT at 5%
Intellectual Property
All content on this website is the original intellectual property of Shantilal Jewellers and is protected accordingly. This includes but is not limited to product names, descriptions, the exchange calculator, the Gold Equity Bar concept and methodology, all written copy, photography, design and brand assets.
- All product names — including French-language collection names — are original and protected
- The Gold Equity Bar concept, methodology and visual design are proprietary to Shantilal Jewellers
- The exchange calculator tool, its logic and its interface are proprietary
- All product descriptions and copy are original creative works and may not be reproduced
- Product images may not be used without prior written permission
- The Shantilal Jewellers name, logo and brand marks are registered and protected
- Any reproduction, copying or distribution of our content without written permission will be pursued under applicable UAE and international law
Privacy & Data
We collect and process your personal data in accordance with our Privacy Policy, available separately on this website. We take your privacy seriously and collect only what is necessary to process your order and improve your experience.
- We collect only the data necessary to process your order and provide our services
- We do not sell, rent or share your personal data with third parties for marketing purposes
- Your payment details are processed securely and are never stored on our servers
- You may request access to, correction of, or deletion of your personal data at any time by contacting us
- Marketing communications require your explicit opt-in consent and can be withdrawn at any time
- We use cookies to improve your browsing experience — you may disable these in your browser settings
- Full details of our data practices are set out in our Privacy Policy
Liability
Shantilal Jewellers takes all reasonable care to ensure that the information and products on this website are accurate, safe and of the highest quality. However, certain limitations on our liability apply as set out below.
- We are not liable for any loss or damage arising from your use of this website beyond the value of the product purchased
- We are not liable for indirect, consequential or incidental loss arising from any transaction
- Gold Equity percentages and calculator values are indicative — we are not liable for any financial decisions made on the basis of these figures
- We are not liable for delays or failures in delivery caused by circumstances beyond our reasonable control
- Our liability in respect of any defective product is limited to repair, replacement or refund at our discretion
- Nothing in these terms limits our liability for death, personal injury or fraudulent misrepresentation
- These limitations apply to the fullest extent permitted by UAE law
Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of the United Arab Emirates. Any disputes arising from or related to these terms or any purchase shall be subject to the exclusive jurisdiction of the courts of Dubai, UAE.
- UAE consumer protection laws apply to all purchases made on this website
- All disputes will be handled through the courts of Dubai, UAE
- We are committed to resolving any issue fairly and directly before any formal proceedings
- If any provision of these terms is found to be invalid it will not affect the validity of the remaining provisions
- These terms do not affect your statutory rights under UAE law
- These terms were last updated in April 2026 and supersede all previous versions
Contact Us
If you have any questions about these terms, a concern about an order, or you would like to arrange a return or exchange, please get in touch with us directly. We are a family business and we respond to every enquiry personally.