FAQ

How DO I CONTACT CGR ?

Customer care : 0484 2356250 , 2356483

Email : mail@cgr.gold

Mailing address : CGR Metalloys Pvt Ltd CGR Chambers,62/1906 A1 Sadanam Road Extn, (Near Jos junction - MG road ) Ernakulam , Kerala - 682016

Alternatively , Our Customer Support team is available on the Website messenger from Monday to Saturday. 930am to 5pm.

E-STORE - GENERAL

HOW CAN I PURCHASE PRODUCTS ?

You may purchase through our website which is operational 24x7 , 365 days . Alternatively, you can walk into our retail counter in cochin anytime between 1030 and 1700 hours.

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%?

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 cess 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. Customers outside Kerala do not have to pay KFC.

WHAT IS THE PRICE COUNTDOWN TIMER ?

Precious metals prices are volatile, while placing an order we block the price for your convenience for 10 minutes ,beyond which it will be updated to the latest price of the metal.

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 cancelation may be possible within a window of 4 hours.

WHAT IS YOUR REFUND POLICY ?

Due to high value and sensitive nature of the product , we currently do not accept returns , but we do offer buyback of our products , at the most competitive rates.

WHAT DOCUMENTATION FOR KYC DO I NEED ?

We comply with AML and PMLA norms of the Govt of India. Hence we require documents for identifying the customer.

For cumulative purchases above Rs.50,000, - personal Identification documents are compulsory. For cumulative purchases above Rs.2 lakh, - PAN Card is mandatory.

Customer accounts would be frozen temporarily until KYC is completed, it may be uploaded through our customer care chat or can be emailed. Drivers license,Voters ID, Aadhaar card , Passport copy, Pan card etc are accepted.

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 highly recommend using fire assay method for purity analysis , as the normal XRF / Karat-meter purity analysis of gold is not accurate and reliable.

HOW DO I KNOW MY PAYMENT HAS BEEN RECEIVED ?

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

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.

WHICH IS THE BEST PAYMENT METHOD ?

We consider Direct bank transfer through NEFT/IMPS/RTGS and UPI as the ideal methods for accepting payments , as they are direct to our account. They also have zero transaction fees , which is beneficial for the customer . Please note , products are shipped only after we receive 100% payment , hence direct account transfers ensure faster processing and shipping time.

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 app have 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 chat box.

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.Incase 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 will call you on the day of delivery.

HOW LONG DOES IT TAKE TO DISPATCH AN ORDER ?

All order are usually dispatched within 2 business day, 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. Hence it requires you take direct delivery.

What happens to my package in the case of unexpected delay (Ex: pandemic) ?

In the event of such an unforeseen situation,

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

If 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 geo-political 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 restriction by the govt , on the quantity of gold that can be held by individuals or firm, provided the source of ownership is established , such as hereditary holding, income from agricultural sources etc. Also 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 man – 100 gm per head

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 source of funding.

Disclaimer : this information is indicative & 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 air tight container void of moisture or 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 available on “We buy 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 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. This scientific method is much more advanced than approximation , relying on unscientific methods like karat meter checking, adopted at many old gold buyback shops and agencies. (Karat-meter checking is not a Govt approved method of checking gold purity. We adopt fire assay testing, which is the only Govt approved test method to detect gold purity.) . This allows us to appraise jewellery in the right manner and in turn gives you better resale value and confidence to our customers. Ours is the first Govt of India recognised Collection and Purity Testing Centre ( CPTC ) in the country , operational since 2015

WHAT ARE THE CHARGES ?

Stone removal charges – Rs. 100 Refining charges – Rs. 7 per gm and upwards (depends on purity of metal received) Charges as specified by BIS.

We offer customised and competitive refining packages for B2B customers, Contact us for more information. Contact 0484 - 235250, 2356483, or 97455 87555 on WhatsApp for a transparent quote or email mail@cgr.gold.

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

24K hallmarked gold is a product certification from the Bureau of Indian standards for bullion. It can only be supplied by BIS licensed gold refineries , such as CGR Metalloys Pvt Ltd . Whereas a BIS recognised jewellery Hallmarking or testing centre handles upto 22 Kt gold, they do not have the technical competency or license to manufacture 24K hallmarked bullion. BIS Hallmark on 24 K bullion ensures that the product is manufactured under stringent quantity control processes and tested at a fire assay laboratory as per IS 17025 : 2017, which is the highest international standard for any gold testing laboratory.

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 . To book a pick up, call 0484 2356250, 2356483,

HOW DO I TAKE DELIVERY ?

After refining , you may choose to Convert the metal to Investment grade BIS Hallmarked bars. Sell the gold at Live market rates through CGR trading desk, the amount would be remitted to your bank account. We offer door step delivery of your bullion gold and silver through our secured and insured logistic partners

A BIS licensed refiner , how is CGR different ?

BIS license is awarded only to those gold refineries, which have modern scientific methods of gold refining . This refiner shall pass regular audits by the Bureau of Indian Standards , in addition to the NABL accreditation for stringent quality control norms in laboratory management systems. CGR Metalloys is the first NABL accredited (IS/IEC 17025:2017) gold assay laboratory in the country, it is a recognition of our consistent track record of dependable accuracy in precious metals analysis and unfailing product quality.

JEWELLERY HALLMARKING

WHAT IS HALLMARKING OF JEWELLERY ?

Hallmarking is the third party certification of the Bureau of Indian Standards (BIS), officially stamping its purity on the jewellery submitted by a jeweller, for ensuring quality control for the consumer . It stands guarantee that the item sold is of the declared purity and conforms to the standards set forth by the BIS.

CGR Hallmarkers, our sister concern , is proud to have introduced hallmarking in India in the year 2000, with the technical support of the Birmingham Assay Office of England . We hallmarked the first jewellery article in India, which was then released by the Union Minister for Consumer affairs, Govt of India, Shri.Santha Ram, at Hotel Le Meridian New Delhi, on April 11, 2000. Presently we operate a network of 7 hallmarking centres at various locations of south India.

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 (14 K, 18 K or 22 K) 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 in to 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 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 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 the premier agency of the Govt of India , accrediting the laboratory management systems. An NABL accredited lab undergoes extensive audits and proficiency testing throughout the year , conforms to international standards of excellence and hence assures reliability and accuracy of its test results. Such assay labs are member of the Quality Council of India and their test results are valid and recognised globally, through international affiliations.NABL MRA signatory to ILAC CGR is proud to be operating several NABL accredited gold assay laboratories at various locations since year 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 to you. We offer onsite delivery of coins through insured logistics.You also gain access to our extensive range of stock dies of various designs ,religious motifs and greetings which allows you to save tooling charges. For Enquiries : mail@cgrmetalloys.com , 9745587555 , 0484 - 2356250,2356483

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. For various customised minting , contact us - mail@cgrmetalloys.com , 9745587555 , 0484 – 2356250, 2356483

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. - mail@cgrmetalloys.com , 9745587555 , 0484 - 2356746

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. contact us - mail@cgrmetalloys.com , 9745587555 , 0484 – 2356250, 2356483

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 , this is a testament of our commitment towards integrity , transparency and capability to maintain consistent quality.

TRADING GOLD & SILVER

Access to professional trading in precious metals is now possible for private individuals. Our customers gain access to our industry knowledge AS A RETAIL CUSTOMER , CAN I PURCHASE LARGE QUANTITIES OF PRECIOUS METALS FROM CGR AT THE LIVE RATES ? Yes, 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 value with us by Bank transfer Speak with our trading desk and book metal at the live trading price After rate confirmation , you are required to make balance payment to transfer 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 so as 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. For more details write to us at mail@cgrmetalloys.com

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 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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