REFUND & CANCELLATION POLICY: PRIMES PRECIOUS METALS
Last updated: April 27, 2026
This Refund Policy is an integral part of our Terms of Service and applies to all orders placed with Primes Precious Metals, whether conducted online, in person, or via telephone, email, or text message. By placing an order, you confirm your acceptance of the terms outlined below.
1. MARKET VOLATILITY AND CONTRACTUAL COMMITMENT
The valuation of our products is directly linked to the live spot price of precious metals. Because these prices fluctuate second-by-second, we must immediately secure and hedge the metal at the moment your order is confirmed.
Consequently, once an order is placed, it is a legally binding contract. It cannot be cancelled, amended, or revoked, regardless of whether payment has been completed. Our commitment to fulfill your order begins the moment the price is locked.
2. EXEMPTION FROM CANCELLATION RIGHTS
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Financial Services (Distance Marketing) Regulations 2004, investment products whose price is dependent on fluctuations in the financial market are exempt from the right to cancel.
This exemption applies to all gold, silver, platinum, or palladium investment products, including all coins and bars. By placing an order with Primes Precious Metals, you acknowledge that no statutory “cooling-off” period applies.
3. DISCRETIONARY RETURNS & REFUNDS
Any request for a return or refund is at the sole discretion of Primes Precious Metals and will only be considered in exceptional circumstances.
Unauthorized Returns: Items sent back without prior written authorization will not be accepted.
Condition: If a return is authorized (e.g., for incorrect goods), the items must be in their original, unaltered condition, including all original packaging, capsules, and certificates.
Security & Authenticity: For the protection of all our clients, we cannot accept returns of bullion that has been handled or removed from its protective packaging, as this compromises the item’s integrity and resale value.
4. DAMAGES AND DISCREPANCIES
Please inspect your delivery immediately upon arrival. If an item is damaged, defective, or incorrect, you must notify us within 24 hours of receipt at [Insert Email, e.g., sales@primespreciousmetals.com].
To resolve your claim, please provide:
Your Order Number.
High-resolution photographs of the external packaging and the item itself.
A detailed description of the discrepancy.
5. PROCESSING REFUNDS (IF APPROVED)
If a refund is approved following our inspection of the returned goods, it will be issued via the original payment method within 14 business days.
We will not issue refunds to third-party accounts or alternative payment methods.
Market Loss Deduction: Any refund resulting from a discretionary cancellation may be subject to a deduction to cover market loss, hedging costs, and administrative fees.
6. BREACH OF CONTRACT (NON-PAYMENT)
If you fail to provide payment within the timeframe specified at the time of your order, the contract remains enforceable. Primes Precious Metals reserves the right to:
Recover Losses: Charge you for any market or hedging losses incurred due to your default.
Debt Recovery: Pursue legal action or engage debt recovery services to reclaim losses, administrative costs, and legal expenses.
Offset: Retain any deposits or partial payments to offset the aforementioned losses.
Contact Primes Precious Metals For inquiries regarding this policy, please reach out to our team at info@primespreciusmetals.com.
