Refunds and cancellations
Precious metals are exempt from the EU 14-day right of withdrawal because their price tracks the market (Directive 2011/83/EU, Article 16(b)). Refunds are issued for non-shipped orders (cancellation before label print), lost shipments, and returned undeliverable packages. Refunds are paid in the original cryptocurrency at the original USD value.
7 questions
Can I return a product I changed my mind about?+
No. Under EU consumer law (Directive 2011/83/EU, Article 16(b)) and equivalent statutes in other jurisdictions, precious metals are exempt from the right of withdrawal because their price depends on market fluctuations the seller cannot control. This is industry-standard across all bullion dealers.
When can I get a refund?+
Three cases: (1) you let the OxaPay invoice expire without paying — no refund needed since no payment was made; (2) order cancelled before FedEx label is printed — full refund in original crypto; (3) package lost in transit or returned undeliverable — refund issued once carrier claim resolves, minus return shipping if applicable.
How are refunds paid?+
In the same cryptocurrency you paid with, at the original USD value of the order. We send to the wallet that funded the OxaPay invoice (OxaPay records the sender address). Exchange-rate movements between purchase and refund are absorbed by us — you get back the USD value, even if BTC moved.
How long does a refund take?+
Cancelled-before-shipping: 1-2 business days. Lost-shipment claim: 14-30 days while the carrier claim resolves (FedEx 21-day clock + our processing). Returned-undeliverable: 5 business days after the package returns to our facility.
Is there a restocking fee?+
Only for orders that returned to us undelivered after the customer was unreachable (typically: refused delivery, wrong address, missed all three FedEx attempts plus the 5-day pickup window). The fee is 1% of the order value plus the return shipping cost, deducted from the refund.
What if my package arrives damaged?+
Photograph the tamper-evident packaging before opening and email us within 48 hours. We open a FedEx claim and replace the order at our cost. The Declared Value Coverage protects you fully.
What if the metal isn't what was ordered?+
Photograph the item + the assay packaging within 48 hours of delivery and email us. We've never had this happen — every SKU ships sealed in tamper-evident assay packaging from the mint or refiner — but if it does, we replace at our cost and investigate.
Other topics
- Orders — placing, tracking, modifying — How the order flow works from cart to delivery, what you can change after placing, and what happens at each step.
- Payment — cryptocurrencies, OxaPay, confirmations — How crypto payments work end-to-end via OxaPay, what each network costs you in confirmations and fees.
- Shipping — FedEx, insurance, customs — FedEx Priority International for every order, what we declare, what you pay in customs.
- KYC and AML thresholds — Identity verification thresholds, what data we collect, retention.
- Bitcoin specifics — BTC on-chain and Lightning — payment, confirmations, security.
- Monero (XMR) specifics — Why we accept XMR directly, how it works, discounts.
- Bullion quality — LBMA, fineness, authentication — What you actually get: refiner standards, security features, authentication.