Returns & Refunds

Last updated: 21 August 2026 · Version 1.0

The short version

You can cancel an order before it ships, and you can return delivered bullion within 14 days provided it is unaltered and still sealed in its original packaging with all certificates and documentation.

1. Cancelling before dispatch

Contact us at [email protected] with your order reference within 14 days of placing the order to cancel. If your item has not yet been shipped, we will refund the full amount you paid. If it has already shipped, follow the returns process below.

2. Returning a delivered item

• Email us with your order reference and reason for return to get a return reference. Do not send items back without contacting us first.
• The item must be unaltered and in sealed/unopened condition, in its original packaging, with assay certificates and all paperwork included.
• Seals must not have been broken. Bullion that has been opened or handled cannot be re-sold as new and cannot be returned under this policy.
• Package it securely (double box recommended) and send it to the address we provide. Return shipping is your responsibility unless the item is faulty or not as described.
• We recommend insured, tracked delivery for returns — bullion lost in transit before we receive it remains your responsibility.

3. Refunds

• Once we receive and verify the returned item, we issue your refund to the original payment method where possible, or in GBP by bank transfer otherwise.
• Refunds are processed within 14 days of verification and may take a further few days to appear depending on your payment provider.
• Refunds are based on the amount you paid, not the current spot price of the metal.

4. Faulty or incorrect items

If you receive a wrong, damaged or faulty item, contact us within 7 days of delivery with photos. We will arrange a replacement or refund including any return postage costs.

5. Non-returnable items

• Bullion with broken seals or signs of handling.
• Items returned without prior contact and a return reference.
• Items outside the 14-day window.

We do not buy back bullion. To sell gold or silver, contact us for a separate arrangement.

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