Returns, Refunds & Buy-Back Policy

At Bullion Exchange, we are committed to transparency and customer satisfaction. This policy outlines the procedures for returns, refunds, and our discretionary buy-back service. Due to the nature of the bullion market, our policies are designed to be fair while reflecting market realities.

Refunds & General Returns

Please note that due to the fluctuating nature of the precious metals market, we cannot accept returns or offer refunds on bullion products once an order is placed and confirmed.

The right to cancel under the Consumer Contracts Regulations (which replaced the Distance Selling Regulations) does not apply to goods where the price is dependent on fluctuations in the financial markets, which cannot be controlled by the trader. All goods sold on this website fall into this category.

When you place an order with Bullion Exchange, you are entering into a legally binding contract. We will pursue payment for all orders placed.

Incorrect or Damaged Goods (Warranty)

We warrant that on delivery, the Goods will be of satisfactory quality and free from material defects. This warranty is valid for a period of 14 days from the date of delivery.

In the unlikely event that you receive an item that is damaged, faulty, or not what you ordered, please follow these steps:

• You must notify us in writing by emailing info@bullion-exchange.co.uk within 24 hours of receiving your delivery.
• In your email, please provide your order number, a description of the issue, and photographic evidence of the fault and the packaging.
• We will investigate the issue and provide you with instructions for returning the item. Do not return any items without prior authorisation.
• Upon receipt and inspection of the returned item, we will, at our discretion, either replace the defective Goods or provide a full refund.

This warranty does not cover defects arising from fair wear and tear, wilful damage, negligence, or failure to follow storage instructions.

Dispute Policy

We aim to resolve any issues quickly and fairly. If you have a complaint or dispute, please contact our customer service team first so we can try to find a resolution. You can reach us by:

• Phone: 0204 620 1780
• Email: info@bullion-exchange.co.uk

All contracts and disputes are governed by the laws of England, and the parties submit to the authority of the English Courts.

Discretionary Buy-Back Service

As a service to our customers, Bullion Exchange may, at its sole discretion, offer to purchase Goods that were originally bought from us.

• This is not a guaranteed returns service but an offer to purchase based on current market conditions.
• If you wish to sell items back to us, please contact our team to discuss the process.
• We will determine a purchase price based on the live market price on the day the items are received and inspected by us.
• The customer is responsible for all costs and risks associated with shipping the items to us, including secure packaging and insurance.
• Payment will only be made after we have received, inspected, and authenticated the Goods.