Refund policy

Cancellation and Returns

The right to cancel under Regulation 13 of the Consumer Protection (Distance Selling) Regulations 2000 does not apply to orders placed with BTBullion, as the prices of all goods we sell are dependent upon fluctuations in the financial markets that are beyond our control.

If you wish to cancel an order after it has been placed—whether due to a price fluctuation or for any other reason—you will be liable for a cancellation charge equal to 5% of the total order value, plus any losses incurred due to changes in the underlying metal price between the time of order and the time of cancellation. This cancellation policy applies to all orders, including in-stock items, pre-orders, and special orders.

We aim to ensure you are satisfied with your purchase. If there is an issue with your order, please contact us within 48 hours of receipt. We will offer a refund or exchange if the item is incorrect or significantly not as described.

If we determine the item meets the condition described at the time of sale, we cannot offer a refund, nor can we refund the cost of postage. If we agree the item falls below expected standards, we are happy to offer a refund or exchange, provided the item is returned in the same condition it was received.

Items Not Eligible for Return or Refund

Due to the nature of bullion products and their sensitivity to market prices, the following product types are non-refundable and non-returnable, unless physically damaged to a degree that the metal content is compromised:

  • Bullion Coins
  • Bullion Coins (Uncirculated)
  • Proof Coins
  • Pre-Owned Coins
  • Coins with Milk Spots
  • Gold Bars (all sizes and types)
  • Pre-Owned Gold Bars
  • Mint-sealed Gold Bars once opened

Packaging & Pre-Owned Items

Please also note:

  • Mint-issued packaging (e.g. plastic assay cards, capsules, or boxes) may arrive with minor blemishes or marks. BTBullion cannot be held responsible for the condition of this packaging.
  • Handling marks, minor scratches, or natural blemishes are common in both new and especially pre-owned items, and are not considered faults in bullion bars or coins. These will not qualify for refund or exchange.
  • Where applicable, pre-owned items may show signs of wear, and such details will be clearly stated in the product description prior to purchase.

We reserve the right to cancel any order at our discretion and refund the payment in full to the customer.