Returns and refunds

This is how returns and refunds work for anything you buy from the shop or by arrangement with us. The full terms are in our Terms of sale; if the two ever differ, the terms apply. Nothing here takes away your rights under the Consumer Rights Act 2022.

Damaged in the post

Every parcel is registered and insured with a signature on delivery, and we photograph the contents before sealing it.
If it arrives damaged, email andrew@liffeymetals.com within 2 working days with photos of the outer packaging and the contents, and keep everything as it came. We claim on the insurance, not you.
We replace the goods or refund you in full, including the postage you paid. Your choice.

Wrong or faulty item

If what arrives is not what you ordered, or is not as described, tell us within 2 working days of delivery. We send you a prepaid, insured registered-post label; do not post it back any other way, because an uninsured parcel of metal is not covered if it goes missing.
Weight and purity are checked by XRF before dispatch. If you believe an item is not as described we test it again when it comes back, on camera if you ask, and refund in full if we got it wrong.
Sealed products (a coin in its capsule, a bar on its assay card, a sealed tube) are tested before any refund if the seal has been opened.

Lost in the post

If your parcel has not arrived within ten working days of the dispatch email, tell us and we open a trace with the carrier. If it is confirmed lost we send a replacement or refund you in full, whichever you prefer. You never have to chase the carrier yourself.

Changed your mind

Gold grain, coins and bars are priced off the live London market, which we do not control. For that reason the law (Regulation 13 of the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013) does not give a 14-day right to cancel a bullion order, and we do not take bullion back for a change of mind once it has been posted.

Before we post: ask us and we will cancel where we can. We fix your metal the moment you pay, so if the market has fallen in between we may deduct the difference from the refund; we tell you the figure first.
After delivery: we are always happy to buy the metal back at our published buy price that day, paid by bank transfer like any other sale to us.
Any product that is not priced on the metal market (its page says so) can be returned within 14 days of delivery, unused and in its original condition, for a refund of the price and standard postage.

How refunds are paid

Refunds go back to the card you paid with, through Stripe. We cannot send them to a different card or account.
We issue the refund within 14 days of agreeing it or of receiving the goods back, whichever is later; it is usually the same day. It then takes five to ten working days to show on your statement, which is the card network’s timing, not ours.
Your order page (the link in your confirmation email) shows the refund once it has been made.

Items you sent us to sell

This page is about things you buy from us. If you posted us gold or silver to sell and decide not to accept our offer, your items are returned to you free of charge, insured, under the Postal Selling Terms and the Seller Agreement. You have 30 days from our offer to decide before we send the items back anyway.

Questions

Email andrew@liffeymetals.com or WhatsApp +353 87 326 9923 and we will sort it out. If you are not satisfied with our answer you can contact the Competition and Consumer Protection Commission (ccpc.ie) or use the District Court’s Small Claims procedure.