Refund Policy

Where the Australian Consumer Law applies, our products come with consumer guarantees that cannot be excluded. If an item has a major failure, is faulty, differs substantially from its description, or otherwise fails an applicable consumer guarantee, you may be entitled to a remedy such as a refund, replacement, repair or compensation, as required by law.

Nothing in this Refund Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded. Where a term of this policy conflicts with a non-excludable right, that right prevails.

Outside of your non-excludable consumer rights, we do not generally provide refunds or exchanges where you:

• simply changed your mind about the purchase
• found the same or a similar item cheaper elsewhere
• no longer want the item
• ordered the wrong item or variant
• decided you do not like the item
• saw the market value of the coin, bullion or collectable fall after you bought it

The last point matters especially with coins and precious metals: values move with the market, and a fall in value after purchase is not a fault and is not, on its own, a reason for a refund. This section always remains subject to any rights you have under applicable consumer law that cannot be excluded.

Please contact us promptly if:

• the wrong item was supplied
• the item arrived damaged
• the item is materially different from its description
• the item appears faulty

We may ask for photographs or other reasonable evidence so we can assess the issue quickly and arrange the appropriate remedy. Asking for evidence does not affect or reduce your statutory rights.

For returns we accept voluntarily — that is, returns not required by applicable consumer law — please contact us within 30 days of receiving the goods. Do not send anything back before contacting us and receiving return instructions, as unauthorised returns may be delayed or refused. Rights available to you under consumer law are not limited to this 30-day window.

Contact us before returning any item. We will confirm whether the return can be accepted, explain the process, and provide a return reference so your parcel can be matched to your order when it arrives. Please include that reference with the return.

Once a return has been approved, unless we tell you otherwise, please send it to:

Always contact us before posting a return. Depending on the item and your location we may provide a different return address or a different procedure.

For voluntary or change-of-mind returns that we choose to accept, return postage is generally your responsibility, and we recommend a tracked and insured service. Where you are entitled to a remedy under the Australian Consumer Law or other applicable law, we will handle return shipping costs consistently with those obligations — including covering the cost of return where the law requires it.

Where applicable, voluntary returns should be:

• in substantially the same condition as supplied
• securely and appropriately packaged for transit
• accompanied by any certificates, cases, capsules, packaging and accessories originally supplied

With collectable coins this is particularly important, because the certificate of authenticity, presentation case, capsule, bonus item, gift or accessory may form part of the item's collectible value. Please return those elements with the item where reasonably required for a voluntary return. This section does not affect your rights in relation to faulty or misdescribed products.

The value of coins, precious metals, bullion and collectables fluctuates. A later change in the gold price, the silver price, any precious metal spot price, collector demand, market value or resale value does not make a product faulty and is not, by itself, grounds for a refund, return or price adjustment. As with the rest of this policy, this remains subject to any applicable consumer rights that cannot be excluded.

If we source or order a product specifically for you, we will identify it clearly as a special order before you purchase. Special orders may carry more restrictive cancellation or voluntary return conditions, to the extent permitted by law. Your consumer guarantees still apply to special orders — including where an item is faulty or not as described.

Once a refund has been approved and processed, it is normally returned using your original payment method where that is possible. After we process it, refunds typically take around 3–10 business days to appear, depending on your bank or payment provider; those timeframes are outside our control and we cannot guarantee them.

We ship worldwide. If you are outside Australia, please contact us before returning any product so we can confirm the correct process and address. For voluntary returns, international return postage is generally your responsibility, and we recommend a tracked and insured service.

We are not responsible for delays caused by international banks, customs authorities or postal services outside our reasonable control. Customs duties, import taxes and similar government charges are set by your own country: where they have been paid, whether they can be recovered depends on your local customs authority, so we cannot promise that such charges will be refunded. We will provide reasonable documentation to support a claim you make locally.

If you have mandatory consumer rights under the law of your own country, this policy does not exclude them.

To start a return or ask about a refund, contact:

Please include your order number, the item concerned and a short description of the issue so we can respond quickly.