Returns Policy

Returns Policy

This Returns & Cancellations Policy provides a summary of information of how returns and cancellations are handled. It is not part of your contract with us. If there is any inconsistency between this policy and our terms and conditions, then our terms and conditions will prevail.

At Gold Bank, we aim to provide high-quality precious metals and reliable customer service. Due to the nature of bullion products, this Returns & Cancellations Policy is designed to ensure transparency and fairness for all customers.

Bullion Products & Market Fluctuations

Gold bullion and precious metal products are subject to fluctuations in the financial markets which are beyond our control.

As a result, the statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to bullion products where price is dependent on market movements.

If you request cancellation after placing an order and we agree to cancel:

• A cancellation fee of 10% of the total order value (including delivery or storage charges) will apply; and
• An additional market loss adjustment fee may apply if the underlying metal price has moved against us.

This applies to:

• In stock bullion
• Awaiting stock
• Pre-order products

Refunds will only be processed in accordance with our terms and conditions.

Out of Stock Items

If a product you have ordered becomes unavailable, we will contact you to offer a suitable alternative or provide a full refund if you do not wish to proceed.

Non-bullion Products

For non-bullion items (such as gifts & accessories):

• You may return or exchange items within 30 days of receipt if they are faulty, damaged or not as described;
• Unused, unwanted items may be returned within 30 days of placing your order, provided they are in their original condition and packaging.

Your statutory rights under the Consumer Rights Act 2015 are not affected.

Eligible Returns

Returns will only be accepted in the following circumstances:

• The item received is damaged during transit
• The item received is incorrect
• The item has a manufacturing defect
• The item ordered is no longer available
• For non-bullion items, the item is returned in an acceptable condition within 30 days of placing your order.

Customers must notify Gold Bank as soon as reasonably practicable if you believe there is an issue with the order.

Return Conditions

To qualify for a return, items must:

• Be returned in their original packaging;
• Be unused and undamaged; and
• Include all certificates, documentation, and protective packaging.

Gold Bank reserves the right to refuse returns where these conditions are not met.

How to Request a Return

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 request is approved.

Refunds

Approved refunds will be processed once the returned item has been received and inspected by us.

Refunds are normally issued to the original payment method used for the purchase.

Please note that processing times may vary depending on your payment provider.

Return Shipping

If the return is approved due to damage in transit, incorrect items supplied to you, or our error, Gold Bank will cover the reasonable cost of return shipping.

For security purposes, we recommend using tracked and insured delivery services when returning precious metal products to us.

Contact Us

If you have any questions about our Returns Policy, please contact:

Phone: +44203 500 1111

Email: support@goldbank.co.uk

Last updated 06 April 2026