Returns Policy
Due to the nature of our products and their dependence on fluctuating financial markets, there is no statutory right to return or cancel an order once placed, in accordance with the Financial Services (Distance Marketing) Regulations 2004.
However, under specific conditions, you may request to terminate an order you have placed. This process, detailed in our terms and conditions, is referred to as a “termination service request.”
Should you decide to terminate your order before it is dispatched or collected, be aware that you will be liable for any decrease in the value of the underlying metal from the time the order was placed to the time it is terminated, in addition to a termination fee.
From Our Terms and Conditions:
12. Risk Notice
Our goods and services are based on global metal market prices, which are subject to frequent changes and are beyond our control. Past performance of these prices is not a reliable indicator of future results.
13. Cancellation Rights
You do not have a statutory right to cancel your contract simply because you have changed your mind. This is due to the fluctuating nature of the prices of our goods and metals. Please refer to the Risk Notice in clause 12 for more details.
Note: You may opt to terminate your order at any point prior to the delivery or collection of your items under clause 14. Termination will incur additional charges, including but not limited to, a termination fee and any losses due to adverse movements in the underlying commodity price of your items.
14. Termination and Changes
•Change or Withdrawal of Your Order: Once you have submitted your order, it cannot be changed or withdrawn unless a change is made by us under clause 7, prompting us to ask you to confirm or withdraw your altered order.
•Termination of Contract by You: You may terminate a transaction or service at any time, which will be treated as a request for our termination service and will incur a fee. We will confirm acceptance of your termination request in writing or verbally. For details on the process and applicable charges, see clause 15 and the relevant sections of our terms and conditions. Termination is otherwise only possible if you provide written notice following a material breach by us or as allowed by the specific section of these terms and conditions related to the transaction or service.
Note: To validly terminate due to a material breach by us, you must provide evidence of the breach upon request, if it is reasonable to do so under the circumstances.
•Termination of Contract by Us: We aim to remedy any default or issue before considering termination. If the problem cannot be resolved, or if it remains unaddressed within a reasonable timeframe, or due to uncontrollable factors outlined in clause 20, we reserve the right to terminate. This will be communicated to you in writing. We may also terminate the contract or a particular transaction or service under specific conditions as detailed in the relevant sections of these terms and conditions.
•Changes to Your Details: If you are an account user, you must promptly notify us of any changes to the details we required to set up your account. This includes notifying us if you lose your account card. Failure to do so may result in suspension or termination of services or accounts, as outlined in clause 16.
•For Non-Account Users: If there are discrepancies between your current order details and previous order details we hold, we may require full and fresh ID verification as a precondition for the new contract.
15. Consequences of Termination or Remedies
If the contract is terminated by you or us, the following consequences apply to the terminated portion of the contract:
- You are responsible for any adverse movement in the underlying metal price from when your order was placed to when termination is accepted, multiplied by the precious metal content of your items.
- A termination fee will be charged.
- Additional service payments, such as delivery fees, may be required.
- All sums owed to us up to the termination date must be paid immediately, including those outlined in (1) above, and any applicable fees and charges.
- Our obligations under the terminated contract will cease, including completing transactions and providing services.
- We are not liable for breach of contract or other obligations purely by virtue of terminating the contract or any part of it, provided termination is valid. The same applies to you if you terminate validly.
- Termination does not affect accrued rights and remedies, and provisions that survive termination will remain in effect.
16. Our Remedies
We will exercise our rights fairly and proportionally. If there is a default, problem, or material breach by you, or if we suspect insolvency, we may:
• Suspend processing of your orders, offers, or transactions.
• Suspend or stop your use of account facilities.
• Suspend or stop providing services.
• Refuse to receive payments or process orders from you.
• Cancel your user account and associated direct debits.
• Block your access to our website and helpline facilities.
We will inform you if we are exercising these rights, either by email, phone, or formal notice.
Insolvency in Relation to You
If you experience insolvency before becoming the legal owner of the items, or we reasonably believe insolvency is imminent, we may:
- Not complete any requested storage, collection, or delivery services.
- Reclaim the items, which you must return immediately if asked.
- Enter premises you own or control to retrieve the items if necessary.
If we reclaim the items, we may either not process your payment or reimburse it to you.
Indemnity Against Tax
You must indemnify us against any taxes, duties, or similar charges payable by you in any jurisdiction in relation to the contract. If we make such a payment on your behalf, you must reimburse us.
Our Right to Withhold Your Property
We may retain any items you own or order if you owe us any payment. We will not provide collection or delivery services until outstanding sums are paid in full.
Set Off
We may set off any money you owe us against any money we owe you. This applies whether or not the liabilities arise under the contract. If we validly exercise this right, it constitutes a default or problem, and you must pay our tariff. We will provide written notice at least 5 working days prior to exercising this right.
Set Off Against Items
If you use our storage service, we may exercise our right of set off against your stored items. This means we may deduct from your goods up to the value of the money you owe us. We will pay you for any remaining fractions. Valid exercise of this right constitutes a default or problem, and you must pay our tariff.
Excessive Outstanding Charges and Tariff
If the outstanding charges and tariff exceed the value of the goods we store for you, we may cancel your account and status as an account user. This constitutes a default or problem, and you must pay our tariff.
Exclusion of Certain Statutory Rights
We exclude terms implied into contracts by the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982, to the fullest extent permitted by law.
Unclaimed Funds
If we cannot contact you after several attempts over a reasonable period, we may cash in your items and donate any remaining sums to a charity after settling our fees and charges.