1. Completed purchases
1.1 Once a purchase is completed, it cannot be cancelled or refunded. The metal is bought for you at that moment's price.
1.2 If you change your mind, you can sell at the current sell price at any time. Because of the spread and any price movement, you may get back less than you paid.
2. Payments that arrive too late
2.1 Each quote lasts 3 minutes. If your payment is confirmed after the quote has expired, nothing is bought.
2.2 We refund that payment in full automatically, with no fee, within 5 working days. You do not need to ask.
3. Failed and duplicate payments
3.1 If a payment fails, nothing is bought. If money left your account anyway, it is returned to the same card or account.
3.2 If you are charged twice for the same purchase, we refund the extra payment in full to the method you used.
4. Trades at a wrong price
If a trade is made at a price that is obviously wrong because of a system or market error, we may cancel or correct it. We put your money and metal back as they were before and tell you why.
5. Delivery orders
5.1 You can cancel a delivery order before it is sent out. We return the grams to your account and refund the minting charge, delivery fee and VAT.
5.2 Once sent, an order cannot be cancelled.
5.3 If the first delivery fails, we try once more. If the second attempt also fails, the order is cancelled. The grams go back to your account and the minting charge is refunded. The delivery fee (AED 45 within Dubai, AED 65 elsewhere in the UAE) and its VAT are kept.
5.4 Any metal bought as part of the order stays in your account. It is not turned back into cash.
6. Damaged or opened packaging
6.1 Check the sealed packaging before you sign. If the seal is broken or the package looks damaged or tampered with, refuse the delivery and tell us straight away. We will investigate and send a replacement or return the grams to your account.
6.2 Once you have signed for the delivery, the items cannot be returned for credit.
7. Card fees
When we cancel a purchase and refund a card, Apple Pay or Google Pay payment, we refund the 3% card fee and its VAT with it.
8. How refunds are paid
8.1 Refunds go back to the card or account the money came from. We do not refund to a different person or account.
8.2 Your bank or card provider may take a few extra days to show the money.
9. How to ask
9.1 If you think you are owed a refund, contact us through the app or at [email protected]. Include the transaction reference from the app.
9.2 We aim to reply and, if a refund is due, send it within 7 working days.
9.3 If you are not happy with our answer, you can make a complaint as set out in the Terms and Conditions.