Express Gold Refining – Return Policy
At Express Gold Refining, we are dedicated to providing our clients with products and services of the highest standard. As precious metals are prone to swift price changes in the global markets, please carefully review our return policy before making a purchase.
1. Final Sale on Precious Metals
- All sales of gold, silver, platinum, and palladium bullion (bars, coins, and rounds) are final.
- Once an order is placed, it cannot be cancelled, refunded, or returned.
2. Damaged or Incorrect Shipments
- If you receive an item that is incorrect or damaged during transit, please notify us immediately with pictures of the original packaging.
- Items must remain in their original packaging and unaltered condition.
- Express Gold Refining will arrange an exchange for the correct product or issue store credit, at our discretion.
3. Authenticity Guarantee
- Every product sold by Express Gold Refining is guaranteed to be genuine and sourced from reputable mints and refiners.
- In the unlikely event that a product is proven not to be authentic, we will issue a full refund or replacement.
4. Market Loss Policy
- Should a customer attempt to cancel or return an order, they will be responsible for any market loss resulting from changes in spot pricing.
- A restocking fee of up to 10% may apply depending on the product type.
5. Shipping & Insurance
- Customers are responsible for return shipping costs unless the return is due to our error.
- All returns must be shipped via insured, trackable methods. Express Gold Refining is not responsible for packages lost or damaged during return transit.
6. Non-Returnable Items
- Bullion bars, coins, and rounds are non-returnable except in cases of error, authenticity concerns, or damage reported immediately.
- Custom or special-order products are strictly non-refundable.
7. How to Request a Return Authorisation
- Contact our Customer Service team at info@xau.ca or call 416-366-4000 within 48 hours of delivery.
- Could you provide your order number, details of the issue, and photographs of the packaging
- Returns will not be accepted without prior written authorisation.
Summary for Clients: Precious metals transactions are generally final due to live market pricing. Returns are only accepted for damaged, incorrect, or non-authentic items reported immediately.