Returns & Exchanges

Due to the nature of the products we offer—whose value is tied to real-time movements in global financial markets—there is no legal right to cancel or return an order once it has been placed, as set out under the Financial Services (Distance Marketing) Regulations 2004.

That said, in some cases, you may request to cancel your order. This is handled under what we refer to as our “termination service,” as outlined in our Terms and Conditions.

Should you request to cancel an order before dispatch or collection, you’ll be responsible for covering any loss in the market value of the underlying metal from the time of ordering to the point of termination, in addition to a termination fee.

Our prices are based on live global precious metals markets, which are highly volatile and beyond our control. Past pricing trends offer no guarantee of future performance.

Because of market sensitivity, you do not have a legal right to cancel the contract if you change your mind. Refer to the risk notice above for details.

You may choose to end your order prior to delivery or collection, under clause 14. Doing so will incur a termination charge, as well as a fee reflecting any negative change in the commodity price.

Once you place an order or submit an offer, it is generally considered final and binding unless changes are initiated by us and we ask for your confirmation. Termination must be formally requested and accepted by us.

If you decide to cancel a transaction:

• A termination fee will apply
• You will be charged for any drop in metal value from order time to termination
• Any unpaid charges, including service fees, will become immediately due
• We will no longer be obliged to complete the order or provide services related to it.

Termination does not amount to a breach by either party if done properly, and previously accrued rights remain intact.

We may cancel your order if there’s a default or breach that cannot be resolved. We’ll notify you and attempt to work through issues where possible. If we cannot reach a resolution, we reserve the right to end the contract.

If you’re a registered user, you’re responsible for informing us immediately of any changes to your personal details. Failure to do so may result in account suspension or cancellation of pending transactions.

In case of valid termination by either party:

• You are liable for any losses caused by market movements
• A termination fee and possible delivery costs may apply
• Any outstanding payments become immediately due
• We will cease all contractual obligations related to the terminated order

We reserve the right to suspend your access or cancel your account if there is a breach, default, suspected insolvency, or discrepancies in your order. We may also require further ID verification if your details change.

If you owe us money, we can offset it against amounts we owe you, or against goods stored with us. We may withhold delivery until debts are settled.

Certain consumer protections under sales and services legislation may not apply due to the specialist nature of our products.

If we’re unable to reach you over a reasonable period, and repeated efforts fail, we may liquidate your assets, settle any outstanding balances, and donate the remainder to a charity of our choosing.