Refund and cancellation policy

Draft for review. This policy is being finalised with our legal advisors before launch.

Failed payments

If money is debited but the gold is not credited, the transaction is reversed automatically once the gateway confirms the status, normally within 3 to 7 working days depending on your bank. No gold is credited for a failed payment.

Gold purchases

A successful gold purchase cannot be cancelled, because the metal is bought at the rate of that moment. You may sell the gold back at the prevailing sell rate at any time; because of the difference between buy and sell rates this may return less than you paid.

Saving plans

You can pause or cancel a plan at any time with no cancellation fee. Savings already completed remain as gold in your account.

Physical gold and jewellery orders

An order can be cancelled before it is packed; the gold is returned to your account and any charges collected are refunded. Once shipped, an order can only be returned if the item is damaged, of the wrong specification, or the seal is broken on arrival — report it within 48 hours with photographs of the unopened package.

How refunds are paid

Refunds go back to the original payment method. Where that is not possible, they are paid to your verified bank account.