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At Gold Bank, we aim to provide high-quality precious metals and reliable customer service. Due to the nature of bullion products, our returns policy is designed to ensure transparency and fairness for all customers.
The Bullion Products that we sell are dependent upon the fluctuations in the financial market which are beyond our control, therefore the right to cancel under Regulation 13 of the Consumer Protection (Distance Selling )Regulation 2000 does not apply on the same. If in case, there is a consequence of cancellation of an order after it has been placed then a fee of 10% of the order value would be charged as a cancellation fee. This is applicable to all bullion products including in stock, awaiting stock and pre-order products. The refund would be only done if you meet the requirements of order cancellation policy.
In case we run out of stock for a particular product you have ordered, our team would contact you and offer you an alternative product that we have in stock or else we will arrange a full refund for you.
The non-bullion items we sell such as; gift items and accessories can be refunded or exchanged within 30 Days.
- If the product is faulty and/or a fault develops after this time, please contact us with the details. Our customer service team will review and resolve it in line with your rights under the Consumer rights act 2015)
- Returns of unwanted products must be returned in their original condition and packaging
Returns may only be accepted in the following circumstances:
- The item received is damaged during delivery
- The item received is incorrect
- The item has a manufacturing defect
- The item ordered is no longer available
- For non-bullion items, returns can be made within 30 days of placing the order for a full refund
Customers must notify Gold Bank within 48 hours of receiving the item they believe there is an issue with their order.
To qualify for a return, items must:
- Be returned in their original packaging
- Be unused and undamaged
- Include all certificates, documentation, and protective packaging
Gold Bank reserves the right to refuse returns if items are returned in a condition that does not meet these requirements.
Before returning any item, customers must first contact our support team.
When requesting a return, please provide:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
Our team will review the request and provide instructions if the return is approved.
If a refund request is approved, Gold Bank will issue a refund once the returned item has been received and inspected. Refunds will normally be processed using the original payment method for the purchase. Please note that processing times may vary depending on the payment provider. Gold bank will do its best to ensure refunds are processed in a timely manner however cannot accept any liabilities for delays in processing of refunds regardless of fault.
If the return is approved due to damage, incorrect items, or company error, Gold Bank will cover the cost of return shipping.
For security purposes, we recommend using tracked and insured delivery services when returning precious metal products.
If you have any questions about our Returns Policy, please contact:
Phone: +44203 500 1111
Email: support@goldbank.co.uk