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Last Updated: [29-03-2025]
1. Introduction
Welcome to Dubai Gold Gems, a premier online auction platform for precious metals, gemstones, and jewelry. These Buyer’s Terms and Conditions govern your participation in auctions and purchases on our platform. By registering and bidding, you agree to comply with these terms, UAE laws, and international regulations.
2. Buyer Eligibility & Registration
- Buyers must be at least 18 years old (or 21 for high-value transactions).
- Buyers must provide valid identification (passport, Emirates ID, or government-issued ID) upon request for high-value purchases.
- Credit card details are required for identity verification and that you are a person, but will not be charged unless you ask for it instead of PayPal.
- Businesses must submit proof of legal registration (trade license, tax ID) for commercial purchases.
- Dubai Gold Gems reserves the right to restrict or suspend accounts suspected of fraud.
3. Bidding Rules & Auction Process
- Binding Agreement: Placing a bid constitutes a legally binding offer to purchase at that price.
- Bid Retraction: Bids cannot be retracted unless due to a verified typographical error.
- Reserve Price: Auctions with unmet reserves may be declined by the seller.
- Auto-Extension: Bids placed in the last 2 minutes of finish time, extend the auction by 5 minutes backward.
4. Payment Terms
- Winning Bidders must pay within 48 hours of auction close.
- Accepted Payment Methods:
- PayPal
- Credit/Debit Cards (Visa, Mastercard, Amex)
- Bank Transfer (SWIFT/IBAN)
- Secure Escrow Services (high-value transactions). It is for the safety of buyers themselves to use escrow against fraud.
- Cryptocurrency is not accepted due to regulatory restrictions.
- Non-payment may result in account suspension, purchase cancellation, or blacklisting.
5. Fraud Prevention & Buyer Protection
Escrow Services: Mandatory for high value items. It provides protection to the buyers and only releases funds upon secure item delivery confirmation by the buyer.
Misrepresentation Claims: Buyers may request returns within 7 days of items, materially misdescribed on bidding listing.
Counterfeit Items: Full refunds issued upon verification of counterfeit goods.
Procedure of unsealing and video recording
Video Recording: Upon receiving the item, the buyer must record a continuous, unedited uninterrupted video showing:
The sealed package with visible shipping labels.
The unsealing process in real time.
A clear view of the exposed item, including any identifying marks or serial numbers.
Submission: The video should be promptly sent to Dubaigoldgems’ customer service via email or a designated upload link.
Retention: Buyers should also retain a copy of the video for their own records in case further verification is needed.
Purpose:
Prevents false claims of tampering, damage, or incorrect items.
Ensures accountability and fair resolution in disputes.
Protects both the buyer and dubaigoldgems.com from potential fraud.
Failure to provide this verification may limit the buyer’s ability to file claims regarding the item’s condition upon delivery.
Note: This policy does not override statutory consumer rights but serves as an additional security measure.
6. Shipping, Customs & Insurance
Shipping: Seller’s use tracked, insured carriers (e.g., DHL, FedEx, Emirates post).
Customs & Duties: Buyers bear all import taxes, duties, and VAT fees if applicable.
Delivery Time:
Local: 5–14 business days.
International: Up to 40 days (customs may delay).
Loss/Damage Claims: Buyers file within 3 days of expected delivery time.
7. Returns & Refunds
Returns accepted only for misrepresented or damaged items.
Buyers must contact sellers first, if no response after 3 days or any hurdle to initiate return buyer escalate dispute to the Dubai Gold Gems and submit proof (e.g., unsealing video) before returning items.
Refunds processed within 7–10 business days after return and verification by the seller.
8. Authenticity & Certification
Gemstone Certification: Buyer verify lab reports (GIA, IGI, AGS AIG and other reputable labs).
Metal Purity: Items must have hallmarks (e.g., Dubai Good Delivery standards).
Buyers are responsible for verifying item authenticity before bidding. Dubai Gold Gems is not liable for buyer assessment errors.
Any suspicion of authenticity of an item before bidding may require third-party appraisal with collaboration of customer service.
9. Data Privacy & Security
Buyer data is protected under UAE Data Protection Laws.
Financial details are never shared with third parties except for fraud prevention or legal compliance.
10. Dispute Resolution & Legal Compliance Policy;
At Dubai Gold Gems, we prioritize fair and transparent conflict resolution. The following structured process ensures disputes are handled efficiently while complying with legal standards:
A. Direct Seller-Buyer Negotiation (First Step)
Buyers must first attempt to resolve the issue directly with the seller through our messaging system.
Sellers are expected to respond within 48 hours and provide a solution (refund, replacement, or mutual agreement).
Documentation (photos, videos, invoices) must be shared to support the claim.
B. Escalation to Customer Service (Second Step)
If unresolved after 3 business days, the buyer may escalate the case to Dubaigoldgems Customer Support.
Our team will review all evidence, communication logs, and transaction details.
A preliminary resolution (partial/full refund, return, or exchange) will be proposed within 5 business days.
C. Independent Gemologist Arbitration (Final Step)
If no agreement is reached, the dispute will be referred to a third-party gemological lab (e.g., GIA, IGI, or a Dubai-certified gemologist).
The gemologist’s assessment will be binding for authenticity, quality, or damage disputes.
Costs for third-party verification will be split equally unless one party is found at fault, in which case the responsible party bears full costs.
D. Legal Compliance
All resolutions adhere to UAE Consumer Protection Laws and Dubai Gold & Jewelry Group (DGJG) regulations.
If legal intervention is required, disputes will be handled by Dubai Courts under UAE law.
Note:
Fraudulent claims may result in account suspension or legal action.
Buyers must retain original packaging, certificates, and video proof (as per our Buyer Verification Policy) for dispute resolution.
For urgent assistance, contact: support@dubaigoldgems.com
Buyers from OFAC-sanctioned countries are prohibited from transactions.
11. Account Termination
Dubai Gold Gems may suspend or terminate accounts for:
Fraudulent bidding
Non-payment
Harassment of sellers or customer service staff
Violations of UAE/international laws (e.g., AML/CFT regulations).
“By registering as a buyer, you acknowledge reading, understanding, and agreeing to these terms”.
Dubai Gold Gems
Meydan Grandstand 6th Floor, Meydan Road, Nad Al Sheba Dubai UAE
Contact: Info@dubaigoldgems.com
Emirates & Emeralds LLC Trading as Dubaigoldgems.ae and Dubaigoldgems.com
License No: 2425617.01