Consumer Terms and Conditions of Supply
(Buy Products)

PLEASE READ THESE TERMS CAREFULLY AND SAVE OR PRINT A COPY FOR FUTURE REFERENCE

1.1. What these terms cover. These are the terms and conditions on which we supply products (for example investment gold such as bullion or gold coins, non-bullion products, or jewellery).

1.2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

1.3. Where to find information about us and our products. You can find everything you need to know about us, GBL International Limited, and our products on our website, or from our sales staff before you order. We also confirm the key information to you in writing before your Order is accepted by us.

1.4. Are you a business customer or a consumer? You are a consumer if:

1.5. We don't give business customers all the same rights as consumers. For example, business customers can't cancel their orders, they have different rights where there is a problem with a product and we don't compensate them in the same way for losses caused by us or our products. You are a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.

If you are a business, our Business Terms and Conditions for Selling our Products will apply.

2.1. Who we are. We are GBL International Limited, trading as Gold Bank, a company registered in England and Wales. Our company registration number is 15074109 and our registered office is at 215 The Broadway, Southall, Middlesex, UB1 1NB. Our registered VAT number is 449836542.

2.2. How to contact us. You can contact us by telephoning our customer service team at 02035001111 or by writing to us at support@goldbank.co.uk or writing to us at Goldbank, 215 The Broadway, Southall, UB1 1NB.

2.3. How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3.1. How we will accept your order. When you order goods for purchase from our website, we refer to it as your Order.

Our acceptance of your Order and a contract will come into existence between you and us, when:

(i) in the case of an Order, when we email you an email confirmation about your Order. We contact you to confirm we've received your Order and we accept it when we dispatch or supply the product and confirm dispatch or supply to you, or if you have selected "Click & Collect", we accept your Order when we send you an email to confirm your Order is ready for collection; and

(ii) for the Order the following preconditions (Preconditions) below have been satisfied:

3.2 Your order number. We will assign an order number to your Order and tell you what it is when we accept your Order. It will help us if you can tell us the order number whenever you contact us about your Order.

We are not authorised by the Financial Conduct Authority and cannot give any advice including investment advice such as comparing precious metals with regulated investments. We also cannot provide advice on any potential tax implications of you entering into the contract with us. It is a condition of the contract that if you need investment or tax advice in relation to goods purchased from us you must rely on your own financial, tax and/or accounting advisers.

5.1. Although we make reasonable efforts to provide complete and accurate information on our website about the goods we sell, sometimes the information either on our website may not be complete or accurate. We may correct or change any information for goods requested in your Order at any time before we accept your Order. If we need to make corrections or changes we will tell you so you can decide whether to withdraw your Order or confirm it.

5.2. Risks Notice. We sell goods based on the global metal market's prices, which are outside our control, and change frequently. The historical performance of our price, or the global metal market's prices of goods and metal is not a reliable indicator of future prices.

PLEASE NOTE: THE VALUE OF THE GOODS YOU PURCHASE FROM US CAN GO UP OR DOWN AND YOU COULD LOSE SOME OR ALL OF THE MONEY YOU SPENT ON BUYING THE GOODS.

6.1. Where to find the price for the product. The price of the product (which includes VAT depending on the product purchased) will be the price indicated on your Order. We take reasonable care to ensure that the price of the product advised to you is correct. However please see clause 9.1 for what happens if we discover an error in the price of the product you order. We charge you when you order and you will be required to pay the price of the product, together with any applicable delivery fees or Storage Fees which will be displayed on your Order.

6.2. When you must pay and how you must pay. For Orders, we accept payment to us with by bank transfer.

6.4 We charge interest on late payments. If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

6.5 We pass on increases in VAT. If the rate of VAT changes between the date of your Order and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

6.6. What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. You can contact us by telephoning our customer service team at 02035001111 or by writing to us at support@goldbank.co.uk or writing to us at Gold Bank, 215 The Broadway, Southall, UB1 1NB.

7.1. Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

7.2 Special Orders. Some items we do not normally keep in stock and obtain specifically upon your request ("Special Order"). Because these items are sourced or made specifically for you, your Order for Special Order goods cannot be cancelled or refunded if you change your mind. We will always tell you when an item is a Special Order before you buy it. This does not affect your statutory rights if the item is faulty or not as described.

You cannot change or withdraw the Order unless we make any change under clause 9.1 and we ask you to confirm or withdraw your revised Order. If you wish to make a change to the product you have ordered please contact us and we will let you know if the change is possible. This usually depends on the product you have purchased. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

9.1 Changes we can always make. We can always change a product:

9.2 Changes we can only make if we give you notice and an option to terminate. If we make significant changes to the product or these terms, for example if the product has been discontinued or not in stock, we'll notify you and you can then contact our customer service team at 02035001111 or by writing to us at support@goldbank.co.uk or writing to us at Gold Bank, 215 The Broadway, Southall, UB1 1NB to end the contract before the change takes effect and receive a refund for any products you've paid for in advance, but won't receive.

10.1. Delivery costs. The costs of delivery will be as displayed to you on our website.

10.2. When we will provide the products. During the order process we will let you know when we will provide the products to you. We will deliver them to you by registered post as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.

10.3. We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to reduce the delay. As long as we do this we will not be liable for delays caused by the event, but if there is a risk of a substantial delay you may contact us by telephoning our customer service team at 02035001111 or by writing to us at support@goldbank.co.uk or writing to us at Gold Bank, 215 The Broadway, Southall, UB1 1NB to end the contract and receive a refund for any products you have paid for but not received.

Our premises – If you have asked to collect the products from our premises, you can collect them from us at any time during our working hours of 9.00 AM to 6.00 PM on weekdays (excluding public holidays) at Gold Bank, 215 The Broadway, Southall, UB1 1NB.

Click & Collect – If you have selected "Click & Collect" as your delivery method, you will be asked to select a collection date during checkout. You must register your details with us to use the Click & Collect delivery method. We will notify you either via SMS or email when your Order is ready to collect.

Collection requirements – you must collect your Order in person on the selected collection date or as soon as reasonably possible after we notify you that it is ready. We will not release your Order to any third party or representative. You must bring valid identification (original passport or driver's licence), proof of address and your order confirmation when collecting.

We may refuse to release products to you where we have reasonable grounds for suspicion, where we have safety or security concerns, or for any other reasonable operational or compliance related reason.

You may usually collect your full Order at once, however in some cases one or more items within your Order may not be ready for collection. We will make reasonable efforts to make the remaining items available for collection as soon as possible.

High-value Orders over £25,000 will not be immediately available for Click & Collect. This option will be disabled until the goods have been held in storage for a minimum of 14 days as part of our cooling-off period to help prevent fraud and financial crime.

We may request additional information from you to satisfy our compliance obligations, including enhanced due diligence before releasing the items for collection.

If an item becomes unavailable for collection for any reason, we will offer you an alternative delivery method such as Royal Mail delivery.

Click & Collect may be available for pre-ordered items of Special Orders, but only once the item comes into stock.

If you do not collect on time – If you do not collect your Order within 7 days of your selected collection date:

10.5. If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products.

10.6. If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 19 will apply.

10.7. When you become responsible for the goods. You will be responsible for the products from the time we deliver the product to the address you gave us or you collect it from us in person or collect it from the Click & Collect address you selected.

10.8. When you own goods. You own a product which is goods once we have received payment in full.

10.9. What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, identification documents, utility bills, recent bank statements. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 19 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

10.10.1 We offer storage services for goods purchased from us under fixed-term storage packages from 1 month, 3 months, 6 months or 1 year ("Storage Term"). All storage fees payable for your selected Storage Term will be shown at checkout before you place your Order.

10.10.2 Your goods will be stored in our secure storage vaults in an allocated safe and the goods are fully insured while in storage.

10.10.3 Where we have accepted to store your Order, all such Orders must remain in storage for a minimum period of 14 days before collection. If you choose to collect the goods before the end of your paid Storage Term, no refund will be due to you for the unused portion of that Storage Term and clause 6 (Price & Payment) will continue to apply to any outstanding charges.

10.10.4 We will make reasonable efforts to notify you before your Storage Term expires to request your instructions whether you wish to extend the Storage Term, have the goods delivered, collect them or sell them back to us.

10.10.5 If your Storage Term expires and we do not receive instructions from you, further storage fees will automatically become payable in 1 month intervals ("Extended Storage Fees"). Extended Storage Fees must be paid by you in accordance with clause 6.

10.10.6 We reserve the right to refuse to provide storage services at our discretion.

10.10.7 If legally required, we must permit access to your stored goods by regulatory bodies, investigating authorities and/or law enforcement agencies. We must comply with any such lawful requests.

10.10.8 For security reasons, we cannot disclose the physical location of your stored goods within our vaults and you will not be permitted physical access to the vault under any circumstances.

10.10.9 We only offer storage for goods purchased from us. We do not store items acquired elsewhere.

10.10.10 If (i) your Storage Term has expired, (ii) you have not paid Extended Storage Fees that have fallen due, (iii) you have not responded to our reasonable attempts to contact you, and (iv) a period of 6 months has elapsed since the end of your Storage Term, we reserve the right to forfeit the goods. Following forfeiture of the goods, the goods will no longer belong to you and we may dispose of or otherwise deal with them at our discretion. No refund of any storage fees already paid will be due.

We may have to suspend the supply of a product to:

We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than thirty days we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than thirty days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

We can stop providing a product. We let you know at least 7 days in advance, and we refund any sums you've paid in advance for products which won't be provided.

Return the product to us. If you think there is something wrong with your product, you must either bring it into one of our stores or contact our customer service team at 02035001111 or by writing to us at support@goldbank.co.uk or writing to us at Gold Bank, 215 The Broadway, Southall UB1 1NB.

15.1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

15.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products and for defective products under the law.

15.3. We are not liable for business losses. If you are a consumer we only supply the products to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose our Business Terms and Conditions for Selling our Products will apply.

16.1. You don't have a statutory right to cancel the contract for bullion products if you change your mind. This is because the prices of the bullion goods are subject to fluctuation. If you decide to cancel your Order after it has been placed, a cancellation fee of 10% of the Order value will apply (which will include delivery or storage costs when we calculate the Order value) and the balance will be refunded to you including your delivery costs. This applies to all bullion products including in stock, awaiting stock and pre-order products. A refund can only be done if the item is returned in line with the following return conditions:

We reserve the right to refuse a return if the item is not received in a condition that meets these requirements.

16.2 Non-Bullion Products – The non-bullion items we sell such as gift items and accessories can be refunded or exchanged within 30 days of you receiving the non-bullion item if the item is faulty, damaged or you no longer want the item.

16.3 How to let us know. To let us know that you want to change your mind, you can contact us by telephoning our customer service team at 02035001111 or by writing to us at support@goldbank.co.uk or writing to us at Goldbank, 215 The Broadway, Southall, UB1 1NB.

16.4 You have to return the product at your own cost. If you do decide to cancel your Order, you will pay the costs of returning the item to us. If you do return an item, you must return it (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the goods. You can:

16.5 Storage Fees are non-refundable once the goods have been placed in storage, including where you choose to collect the goods before the end of the Storage Term.

16.5 We only refund standard delivery costs. For example, we don't refund any extra you have paid for express delivery or delivery at a particular time.

16.6 We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our customer service team can advise you on whether we're likely to reduce your refund.

16.7 When and how we refund you. If your product is a service, or goods that haven't been delivered, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment.

17.1. You cannot change or withdraw the Order unless we make any change under clause 9.1 and we ask you to confirm or withdraw your revised Order.

17.2. Termination by you. Because the price of bullion products change constantly, the value of your Order depends on movements in the financial markets. This means that you do not have a right to cancel your Order once your Order has been placed. You can however choose to terminate your Order at any time prior to delivery or collection of your item(s). We may agree to do so at our discretion. If we accept your cancellation request, we will apply:

These fees reflect the costs we incur when reversing a bullion trade. You will only receive a refund if we confirm that your cancellation request has been accepted. A cancellation and refund can only be processed once the goods have been returned in line with our return conditions as set out in clause 16.1 above.

17.3 You can also terminate this contract:

17.4 Termination of contract by us. Before we terminate the contract we will always consider whether any default or problem could be fixed. If it can, we will try to contact you and work with you to try and fix the default or problem. However, when a default or problem in our view cannot be fixed, or it is not fixed within a reasonable time after we try to contact you about it, or as a result of events beyond our reasonable control as set out in clause 10.3, we may end the contract or a particular transaction or as allowed (if at all by a clause in this contract that applies. If we do end the contract, we will let you know in writing before ending the contract.

In addition, we may end the contract for a product at any time by writing to you if:

Any information (for example address, contact number and email address) you provide to us must be kept up to date, and you must notify us of the changes immediately. If you do not provide us with any further ID we may request from time to time, we may suspend, refuse or block access to the account, and we may be entitled to terminate pending transactions or the contract.

19.1. If you or we terminate the contract or any part of it, all of the following consequences will apply to the contract or the part of it that is terminated:

19.2. Termination or exercise of our remedies will not affect your or our accrued rights and remedies. Provisions in these terms and conditions which expressly or by implication have effect after termination will continue in full force and effect.

How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at +44 203 500 1111 or write to us at support@goldbank.co.uk and Gold Bank London, 215 The Broadway, Southall, Middlesex, UB1 1NB. Alternatively, please speak to one of our staff in-store.

If you are a consumer, we are under a legal duty to supply products that are in conformity with this contract.

We will only use your personal information as set out in our Privacy Policy.

23.1. We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.

23.2. You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

23.3. Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

23.4. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

23.5. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

23.6. Which laws apply to this contract and where you may bring legal proceedings if you are a consumer? These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

Last updated 01 March 2026