FAQ

HOW DO I CONTACT CGR?

Email: mail@cgr.gold

Mailing Address: CGR Metalloys Pvt Ltd

CGR Chambers, 62/ 1906 A1 Sadanam Road Extn,

Cochin - 682016

Alternatively, Our Customer Support team is available on the Website support messenger from Monday to Saturday. 9:30 am to 5 pm IST.

E-STORE - GENERAL

ARE THERE ANY HIDDEN CHARGES WHILE PLACING AN ORDER?

No, We provide a transparent breakup of the product price and its buyback price on the product page. Additional charges may be incurred depending on the mode of payment selected. We recommend using bank transfer or UPI to remit payments because they have zero transactions fees.

KERALA FLOOD CESS, WHY DO CUSTOMERS FROM KERALA HAVE TO PAY AN ADDITIONAL 0.25%?

Customers outside Kerala do not have to pay KFC. By the order of the Kerala state govt, all unregistered retail customers residing in Kerala have to pay an additional 0.25% charged as Kerala Flood Cess, this is applicable for all goods sold in Kerala. Other cesses may also apply from time to time, depending on Govt orders. This is in addition to the regular GST of 3% on the invoice amount.

CAN I CANCEL AN ORDER?

When you place an order on the website, you enter into a legally binding agreement and you cannot alter or cancel the order due to the price-sensitive nature of the product. At times cancellation may be possible within a window of 4 hours.

WHAT IS YOUR RETURN POLICY?

NO RETURNS POLICY : Due to the high value and sensitive nature of the product, we currently do not accept returns, but we do offer buyback of our products, at competitive daily live market rates.

WHAT DOCUMENTATION FOR KYC DO I NEED?

We comply with Anti Money Laundering Act (AML) and Prevention of Money Laundering Act (PMLA) norms of the Govt of India. Hence we require the following documents for the Know Your Customer (KYC) process :

- Drivers License 

- Voters ID Card

- Aadhaar Card 

- Passport Copy

- PAN Card

For cumulative purchases above Rs.50,000 - Personal Identification documents are compulsory.

For cumulative purchases above Rs.2 Lakh - PAN Card is mandatory. 

HOW CAN I CROSS VERIFY THE PURITY OF CGR PRODUCTS?

Purity is the most important aspect while investing in Precious metals. You may cross verify the purity of our products by testing it at any of the 950 BIS Recognised Assaying centres in the country. We recommend using Fire Assay test method for an accurate & reliable purity assessment.

ARE INVOICES OBTAINED THROUGH E-COMMERCE MARKETPLACES CONSIDERED ORIGINAL ?

Kindly note that invoices obtained from the purchase of CGR products through E-commerce marketplaces , are considered as Original Invoices as they are issued by CGR through the respective platforms. These invoices are accepted at the time of buyback - Read our Buyback Policy

E-STORE - PAYMENTS

WHAT ARE THE DIFFERENT PAYMENT METHODS OFFERED BY CGR ON ITS WEBSITE?

Debit cards, Credit cards, Net banking are accepted but attract additional payment gateway charges. Whereas UPI and Direct bank transfers through NEFT and IMPS have ZERO TRANSACTION CHARGES.

HOW DO I PAY BY DIRECT BANK TRANSFER ( NEFT / IMPS ) TO SAVE ON TRANSACTION CHARGES?

If you wish to pay for your order through direct bank transfer, at checkout select Direct Bank Transfer. The following page will provide you with our banking details.

Google Pay > New > Bank Transfer

Phone Pe > Money Transfer > To Account

Paytm > UPI Money-Transfer > Enter Bank Account.

All modern UPI & Banking apps have the facility to transfer funds via NEFT and IMPS

HOW DO I PAY BY UPI TO SAVE ON TRANSACTION CHARGES?

You can make immediate direct bank account payment by using BHIM UPI apps. Paytm, Google pay, PhonePe, WhatsApp pay and all the banking apps now support UPI payments, Enter CGR UPI/VPA code and the full amount mentioned in the invoice and make payment.

CGR’s UPI/VPA code can be found on the payments page or you may enquire with our customer care team through the website support messenger.

HOW DO I KNOW MY PAYMENT HAS BEEN RECEIVED?

CGR website will email you an order confirmation. If you have not received an order confirmation email your payment is waiting to be processed. we highly recommend using direct bank transfer through NEFT /IMPS / RTGS or using any BHIM UPI to remit payment to our account as they are direct & reliable.

E-STORE - DELIVERY & SHIPPING

WHAT DO I NEED TO KEEP IN MIND WHILE ACCEPTING COURIERS?

Refuse to accept any package that appears to be tampered or damaged, when refused it shall be returned to us for inspection. Read our detailed shipping policy for more details. In case you have received an order that is tampered with, contact customer care immediately. Failure to do so may impact our ability to help you. The recipient must provide valid ID Proof to collect the package.

HOW CAN I TRACK MY ORDER?

Once the package has been dispatched we will email you the shipment details and a tracking number, generally due to the sensitive nature of the shipment, our logistic partners may not offer live tracking feature. Our logistics partner would contact you on the day of delivery.

HOW LONG DOES IT TAKE TO DISPATCH AN ORDER?

All orders are usually dispatched within 2 business days, Items are shipped from CGR facility only after receipt of full payment. Hence we recommend using UPI or Direct Bank transfer while making payments.

IS MY COURIER INSURED?

All orders, irrespective of size are transit insured unless specifically mentioned. All packages are insured for the value of the invoice. It requires you to take direct delivery.

WHAT HAPPENS TO MY ORDER IN CASE OF UNEXPECTED DELAYS (Pandemic)?

In the event of such an unforeseen situation,

If dispatched from CGR facility - our logistics partner would securely vault your package and attempt delivery when conditions are favourable.

If the product is still with CGR - it would be securely stored at our vault and dispatched when conditions are favourable. In such a case, the customer would duly be intimated.

SELLING GOLD TO CGR

IS IT SAFE TO PURCHASE GOLD AND HAVE IT HOME DELIVERED?

We understand that you may have apprehensions about online shopping and delivery of gold products to your home. We would like to reassure you, that CGR entrusts the delivery of your purchases only through reliable and secured logistic partners. We ensure you a convenient and hassle-free experience when you invest in gold and silver through CGR.

PRECIOUS METAL BASICS

WHAT FACTORS INFLUENCE THE PRICE OF PRECIOUS METALS?

Precious metals prices are influenced by geopolitical risks, Indian Rupee - US Dollar exchange rate, price of other asset class like crude oil, stocks etc and most importantly, supply and demand factors in the international and domestic markets, where trading takes place 24 hours x 5 days a week.

HOW MUCH GOLD CAN AN INDIVIDUAL HOLD?

There are no restrictions by the govt on the quantity of gold that can be held by individuals or a firm, provided the source of ownership is established, such as hereditary holding, income from agricultural sources etc. As per CBDT Instruction No. 1916 dt 11.05.1994, the following quantities of gold is exempted from any seizure.

Married woman – 500 gm

Unmarried woman – 250 gm

Married & Unmarried men – 100 gm per person

The above-mentioned quantities of gold can be possessed without supporting proof of purchase. For quantities in excess of that, you may have to maintain documents on the source of funding.

Disclaimer: This information may be outdated & subject to change, we recommend you consult a tax consultant for additional & accurate information. we disclaim from any liabilities arising from this information.

WHY DOES SILVER TARNISH OR HAVE MILK SPOTS?

Pure silver tends to tarnish or in some cases have milk spots when it reacts with oxygen, sulphides or other impurities. You can minimise this by storing silver in airtight container void of moisture or the use of desiccants like silica gel may help.

HOW CAN I SELL JEWELLERY TO CGR?

You can securely sell your precious metals at CGR, through the same BIS approved process used for the Gold Monetisation scheme 2015 of the Govt of India, by walking into our branch or sending your metal through our insured and secured logistic partners. More details are available on Sell Gold Page.

REFINING

I HAVE OLD JEWELLERY, CAN I HAVE THEM REFINED AND CONVERTED TO 24K BARS AND COINS?

Yes, now you safely can. We use BIS approved processes for melting, sampling and testing of your gold. It is the same facility and process used for the gold monetisation scheme of the Govt of India 2015, which is approved by the Reserve Bank of India. Refining of the gold received is undertaken on a job work basis, done with utmost transparency, giving you immeasurable savings. Contact us at 0484 - 235250, 2356483 to know more.

WHY MELT JEWELLERY?

An article of jewellery consists of several parts of varying purity, that are soldered together. To get an accurate and true assessment of its purity, we melt the article to remove impurities and to form a homogenous bar of uniform purity. This is then sent for assaying or purity verification.

We use Fire Assay Method, which gives a far accurate and reliable purity test result than the commonly used XRF/ Karatmeter Machines to detect the purity of gold. This allows us to appraise precious metal purity in the right manner.

We operate India's 1st Govt Approved Collection and Purity Testing Centre ( CPTC ) for the Gold Monetisation Scheme, Operational since 2015.

WHAT ARE THE CHARGES?

Stone removal charges – Rs.100, Refining charges – Rs. 7 per gm and upwards (depends on the purity of metal received).

Charges are as specified by the Bureau of Indian Standards.

We offer customised and competitive refining packages for B2B customers, Contact us for more information.

WHAT IS 24K HALLMARKED GOLD AND HOW IS IT DIFFERENT?

BIS Hallmark on 24K Gold bullion ensures that the product is manufactured under stringent quantity control processes .24K Hallmarked gold is a product certification from the Bureau of Indian Standards for Gold Bullion Investments.

License to manufacture and Hallmark 24K Gold is awarded only to refineries, that use modern scientific methods of gold refining and maintain stringent quality norms.The refinery undergoes exhaustive audits by the Bureau of Indian Standards ( BIS ) and the NABL ( National Accreditation Board for Laboratories ) for product quality control and laboratory management systems.

CGR Metalloys is the first NABL accredited (IS/IEC 17025:2017) gold assay laboratory in India, it is a recognition of our consistent track record for dependable accuracy in precious metals analysis and unfailing commitment to product quality.

BIS recognised Jewellery Hallmarking centres are authorised to test and evaluate only up to 22K or 91.6% purity gold.

HOW DO I HANDOVER JEWELLERY TO CGR?

You may walk in and handover your item at our office in Cochin, alternatively, you may also courier your metal through our insured logistics partner to deliver it to us. They offer pickup and delivery of precious metals throughout India. 

HOW DO I TAKE DELIVERY?

After refining, you may choose to convert your metal to

- Investment-grade BIS Hallmarked bars.

- Sell the gold at Live market rates through CGR trading desk,

We offer doorstep delivery of your gold and silver through secured and insured logistic partners.

JEWELLERY HALLMARKING

WHAT IS THE JEWELLERY HALLMARKING PROCESS?

Jewellery hallmarking is done by a 3rd party testing laboratory / hallmarking centre, where the purity of the jewellery articles submitted by a jeweller is verified in a 4-hour process. The Hallmarking centre certifies that the particular item has conformed to the purity standards in any of the 3 permitted karatages (14K, 18K or 22K) prescribed by the BIS for jewellery retailers. Every hallmarked jewellery article shall carry the 4 mandatory logos of the BIS hallmarking scheme.

The Govt of India has made jewellery hallmarking mandatory w.e.f January 1, 2021, which implies that all the jewellery sold in the country has to be compulsorily hallmarked ( articles weighing 2gm or less are exempted ). You can find more details on our Hallmarking Services page.

HOW CAN I VERIFY THE PURITY OF MY JEWELLERY?

You may walk into any one of our hallmarking centres and request for purity verification. Initial assessment of purity can be done by use of XRF spectrometer, which scans only the surface of the jewellery article. However, to assess the exact purity of the gold content of your jewellery, further sampling by cutting or scraping may have to be done, and then fire assaying, which is the legally valid testing method for gold analysis.

ASSAYING / PURITY TESTING

WHAT ARE THE LIMITATIONS OF XRF TESTING?

Karat-meter testing as most commonly known is used in jewellery shops. XRF analysis is meant for coating thickness measurement, where the scanning is done is only skin deep, mostly penetrating to a depth of 5 to 10 microns on the jewellery surface. (for reference the thickness of the human hair is 70 microns). It is primarily used for the qualitative detection of elements on a metal surface and is not suitable to quantify the gold contained in a jewellery article, its advantage is that it is fast and a non-destructive way of analysis.

Proper XRF testing requires skill, technical know-how and proper surface preparation of the scanning area, which only competent laboratories are capable of performing.

WHAT DOES NABL MEAN?

NABL is an autonomous body under the Ministry of Commerce and Industry, Govt of India. It provides accreditation of technical competence for Testing, Calibration and Reference Material providers.

A NABL accredited lab undergoes extensive audits and proficiency testing throughout the year, to ensure that the lab conforms to international standards of excellence and has the ability to generate reliable and accurate test results.

Purity and test results of NABL accredited laboratories are valid and recognised globally, as NABL is an MRA signatory to ILAC.

CGR is proud to be operating several NABL accredited gold assay laboratories at various locations since 2006.

MINTING & CUSTOMISED COINS

WHAT ARE THE STEPS INVOLVED IN PLACING A CUSTOM ORDER?

Our Sales manager will guide and help you in customising the coin for you. It starts with collecting your requirements of design patterns, custom engraving of your logo and packaging requirements. After which, a transparent and detailed quote is conveyed. You also gain free access to our extensive range of coins dies of various designs, religious motifs and greetings which allows you considerable savings. For Enquiries: mail@cgrmetalloys.com

CAN I GET COINS MINTED AT ANY PURITY? ANY WEIGHT WITH CGR?

Yes. For custom coin orders with volumes, customers have the option to order coins based on their budgets. This tailor-made offering allows corporates to plan their incentive and gifting schemes with greater ease and efficiency. (Example: you can have coins minted for Rs.1000 value, based on the current market price of gold or silver). The smallest coin we offer is 0.1gm ( 100milligram ), valued at around Rs.600 per unit. Contact us for custom minting projects.

CAN I HAVE CUSTOM MESSAGES ENGRAVED ON MY COIN?

We offer additional laser engraving of coins, this includes logos, names, numbers and custom messages. Contact us to receive a transparent quote.

CAN I CUSTOMISE A COIN FOR A WEDDING?

Yes, you can. We also offer a wide variety of packaging that is perfect to commemorate your special day. Contact us to receive a transparent and detailed quote.

HOW CAN I BE ASSURED OF PRODUCT QUALITY?

Being a BIS licensed Precious metals refiner, all our products are certified for purity and comes with a certificate of purity. The quality is certified by the in-house BIS & NABL accredited laboratory. CGR started the first BIS licensed gold testing lab in India, and we operate several BIS recognised gold assay labs at various locations. Apart from this, we operate Laboratories that are accredited with the stringent NABL Laboratory management standards, which is a testament of our commitment towards integrity, transparency and capability to maintain consistent quality.

TRADING GOLD & SILVER

AS A RETAIL CUSTOMER, CAN I PURCHASE LARGE QUANTITIES OF PRECIOUS METALS FROM CGR AT THE LIVE RATES?

Access to professional trading in precious metals is now possible for private individuals. There are no restrictions from the Govt on purchasing any quantity of gold or silver as long as PAN Card and KYC are submitted. Most of our products are listed on the website. In case you have specific requirements, you can enquire through mail@cgr.gold

You may deposit 97% of the order value with us, Speak with our Trading desk and book metal at the live trading prices after rate confirmation. You are required to make 100% payment in order to transfer the full right of ownership.

HOW CAN I TAKE DELIVERY OF MY METAL ?

You may visit our office and take delivery in person, alternatively we dispatch products by the use of insured and secure logistics partners.

WHAT KYC DOCUMENTS ARE NEEDED ?

Personal identification documents are required in order to establish the Identity of the client,

Basic Identification is required for purchases above Rs.50,000.Additionally,

PAN Card copy is Mandatory for purchases above Rs.2 lakhs.

WHO CAN BUY WHOLESALE QUANTITIES ?

Our Trading services are used by Jewellers and Manufacturers, we also work with Traders, Government Institutions and HNI’s.Private individuals may also engage with us provided KYC process is completed.

HOW DO I MAKE PAYMENT FOR THEM ?

Payments are preferred through direct bank transfer , we require 100% payment to transfer ownership and dispatch precious metals products.

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