Refund, Return, and Exchange Policy

Gold is a live-market commodity. Because prices fluctuate continuously, our policy on refunds, returns, and exchanges differs from standard retail. Please read this policy carefully before placing an order.

Policy overview

At Gold Vault Store, all sales are treated as final upon order confirmation and payment receipt, due to the commodity nature of gold and its continuously fluctuating spot price. However, we recognize that exceptional circumstances arise — including delivery errors, defective products, or items that do not match their description.

This policy outlines the narrow conditions under which refunds, returns, and exchanges are permitted, as well as the process for initiating a claim.

Eligibility at a glance

The following table summarizes which scenarios are eligible for a refund, return, or exchange:

Scenario	Refund	Return	Exchange
Wrong item delivered	Yes	Yes	Yes
Manufacturing defect	Yes	Yes	Yes
Damaged in transit	Yes	Yes	Case by case
Change of mind	No	No	No
Market price declined	No	No	No
Opened / tampered packaging	No	No	No
Customs seizure	No	No	No

Refunds

Approved refunds are calculated at the prevailing gold spot price at the time we receive and inspect the returned item — not at the original purchase price. This reflects the commodity nature of gold.

Once an eligible return is received and passes inspection, we will process your refund within 10 business days. Refunds are issued via the original payment method where possible. For bank transfers, refunds are sent to the verified originating account.

• Credit/debit card refunds may take an additional 3–7 business days to appear, depending on your bank
• Cryptocurrency refunds are issued at the USD equivalent of the spot price on the day of processing — not at the original crypto amount paid
• Any applicable transaction or processing fees from your payment provider are non-refundable
• Shipping costs are non-refundable unless the return is due to our error

Returns

A return will be considered only if your claim is filed within 5 business days of the confirmed delivery date, and the item meets all of the following conditions:

• Product is in its original, factory-sealed condition with all tamper-evident packaging intact
• All certificates of authenticity, assay cards, and original documentation are included
• The item has not been handled, tested with chemicals, or exposed to conditions that alter its surface
• The return is authorized in writing by Gold Vault Store prior to shipment

Unauthorized returns — items sent back without prior written authorization — will not be accepted and will be returned to the sender at their cost. Do not send items until you receive a Return Authorization (RA) number.

We reserve the right to refuse any return that does not comply with the above conditions, or where we reasonably suspect the item has been substituted, tampered with, or is not the original product shipped.

Exchanges

Exchanges are offered at our discretion when the wrong product was delivered or a documented manufacturing defect is confirmed. We do not offer exchanges for:

• Change of mind or preference for a different product
• Minor cosmetic variations within industry-accepted tolerances (e.g., light surface marks on bullion bars)
• Products where the gold spot price has moved since the original purchase

Where an exchange is approved, the replacement item will be dispatched only after the original item is received, inspected, and confirmed eligible. If the replacement item has a higher market value than the original at the time of exchange, a price difference invoice will be issued. If lower, a partial refund at the current spot price will be applied.

Exchange requests are subject to stock availability. If the exact product is unavailable, we will offer a comparable alternative or a full refund at the current spot price.

How to initiate a claim

Follow these steps to submit a refund, return, or exchange request:

Claims submitted after the 5-business-day window will not be accepted under any circumstances. We recommend inspecting all items immediately upon delivery and photographing the sealed packaging before opening.

Return shipping

All return shipments must meet the following requirements:

• Shipped via a fully insured, tracked courier service — we recommend specialist precious metals couriers
• Insured for the full replacement value of the item at the current spot price
• Packed securely in tamper-evident packaging, identical or equivalent to original packaging
• Clearly marked with your authorized Return Authorization (RA) number on the outer packaging

Gold Vault Store accepts no responsibility for items lost, stolen, or damaged during return transit. We strongly advise using specialist precious metals logistics providers.

Damaged & defective items

If your order arrives damaged or with a defect, please take the following steps immediately:

• Photograph the outer packaging before opening — this is critical for transit damage claims
• Photograph the item itself, clearly showing the damage or defect
• Do not attempt to clean, repair, or alter the item in any way
• Contact us within 5 business days with your photographic evidence and order number

Transit damage claims are supported by our carrier insurance. Where transit damage is confirmed, we will cover the full cost of return shipping and either replace the item or issue a full refund at your choice.

Manufacturing defects — such as incorrect hallmarking, significant weight discrepancy, or authenticity failures — are treated with the same urgency. We may request an independent assay report for high-value items before processing a claim.

Non-eligible situations

The following situations are explicitly excluded from our refund, return, and exchange policy:

• Gold price declined after purchase — commodity price risk is assumed by the buyer at order confirmation
• Change of mind, buyer’s remorse, or preference for a different product
• Goods seized, delayed, or impounded by customs authorities in the buyer’s jurisdiction
• Items returned without a valid Return Authorization number
• Items with opened, damaged, or missing tamper-evident seals or assay packaging
• Claims submitted after the 5-business-day window from confirmed delivery
• Products purchased during clearly advertised limited sales or clearance events
• Damage arising from improper storage or handling by the buyer after delivery

Contact & claims

To initiate a claim or ask questions about this policy, please reach out to our customer support team:

• Claims email

claims@goldvaultstore.com

• Support email

support@goldvaultstore.com

• Business hours

Mon – Fri, 9:00 AM – 6:00 PM GMT

Include your order number, a description of the issue, and photographic evidence in your initial message to avoid delays. Claims submitted without supporting evidence may be declined.

Gold Vault Store

© 2026 Gold Vault Store. All rights reserved.

This policy was last updated on April 7, 2026.

This document does not constitute legal advice. For jurisdiction-specific guidance, consult a qualified attorney.

Refund, Return, and Exchange Policy