Refund and Returns Policy

We want you to shop with confidence. This policy explains your rights when you buy gold products from us online in the United Kingdom, including your legal rights if an item is faulty, not as described, or not of satisfactory quality.

1. Change-of-mind returns

If you buy from us online, you usually have the right to cancel your order within 14 days of receiving your item, without giving a reason.

To exercise this right, you must tell us within 14 days of delivery that you want to cancel. Once you tell us, you then have a further 14 days to send the item back to us.

If your cancellation is valid, we will refund the price you paid for the item and the cost of our standard outbound delivery within 14 days of receiving the item back (or within 14 days of receiving evidence that it has been sent back, where applicable).

Note: Returned items must be sent back in a secure condition. You may inspect and handle the item only as you would in a shop. If an item has been handled more than necessary and this reduces its value, we may make a deduction from your refund where the law allows.

2. Items excluded from change-of-mind returns

Your legal right to cancel for change of mind does not apply to certain goods, including:

items made to your specification;
personalised or engraved items;
bespoke, resized, altered or custom-made products prepared specifically for you.

In some cases, cancellation rights may also be excluded where the price of goods is directly dependent on fluctuations in financial markets outside the trader’s control. This can be relevant to certain bullion or investment-style precious metal products.

These exclusions apply only to change-of-mind cancellations. They do not affect your legal rights if a product is faulty, misdescribed, or otherwise breaches consumer law.

3. Faulty, damaged or misdescribed items

Under UK consumer law, goods must be of satisfactory quality, fit for purpose, and as described.

If your item is faulty, damaged, or not as described, please contact us as soon as possible with your order number and details of the issue.

If you report a qualifying fault within 30 days of receiving the item, you may be entitled to reject it for a full refund.
After 30 days, you may be entitled to a repair or replacement first.
If a repair or replacement is not possible, is unsuccessful, or cannot be provided within a reasonable time, you may be entitled to a price reduction or refund.

Where an item is faulty or incorrect, we will cover the reasonable cost of return in line with your legal rights.

4. How to start a return

Please email returns@aurummarketing.info with:

your full name;
order number;
the item(s) you want to return;
whether the return is for cancellation or because the item is faulty; and
if faulty, a brief description and clear photos where possible.

We will provide return instructions. For your security, please do not send high-value items without using the return method we specify.

5. Return conditions for non-faulty items

For non-faulty returns made under your cancellation rights:

items should be returned with any original packaging, certificates, tags and accessories where possible;
items must not be engraved, resized, altered, worn beyond inspection, or otherwise used in a way that goes beyond what would be permitted in a shop;
you are responsible for the cost of returning the item unless we state otherwise.

We recommend using a tracked and insured service appropriate to the value of the goods.

6. Refunds

Refunds will be made to your original payment method unless we agree otherwise.

If you cancel within the legal cancellation period, we will refund:

the price paid for the returned item; and
the cost of our standard delivery service for sending the item to you.

We do not have to refund any upgraded or express delivery surcharge beyond the cost of standard delivery.

7. Contact us

Email: returns@aurummarketing.info

Postal returns address: Commodore House, 51 Conway Road, Colwyn Bay, Conwy. LL29 7AW

Customer services: +44 7346 809453

This policy is intended to summarise your key rights for online purchases in the UK. It does not limit or exclude any rights you have under applicable law.