Returns & Refunds Policy
1. Your statutory right to cancel
When you buy from us as a consumer at a distance (for example, online or by email), you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Your cancellation period is 14 days from the day you receive the goods (or, where an order contains multiple items delivered separately, 14 days from the day you receive the last item).
2. How to cancel
To cancel, tell us in writing within the cancellation period. You can email hello@hartcoaurum.co.uk or use our Cancellation Form. Please include your name, order details and a clear statement that you wish to cancel.
3. Returning the goods
Once you have told us you are cancelling, you must return the goods to us without undue delay and in any event within 14 days of notifying us. You are responsible for the cost of returning the goods unless we have agreed otherwise, and we recommend returning valuable items by a fully insured, tracked and signature-required service.
Goods must be returned in their original condition and, where applicable, in their original sealed holder and packaging. We will confirm the return address and method with you.
4. Refunds
We will refund the price you paid for the goods, including the standard delivery cost, within 14 days of either receiving the goods back or receiving evidence that you have returned them (whichever is earlier). Refunds are made to the original payment method.
5. Condition of returned goods and diminution
You may inspect the goods as you would in a shop, but you are responsible for any loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. If a returned item's value is reduced by unnecessary handling, we may deduct an amount to reflect that reduction, in line with the law.
6. Faulty, misdescribed or damaged goods
Your cancellation rights are in addition to your rights under the Consumer Rights Act 2015. If goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement or refund, and to a full refund if you reject the goods within 30 days. If goods are damaged in transit, please contact us as soon as possible (see our Delivery Policy).
7. Exceptions to the right to cancel
Some goods are excluded from the right to cancel where a statutory exception applies, including goods that are personalised or made to your specification, and goods that have been unsealed where a health or hygiene exception applies. We will tell you clearly before you order whether a product falls within such an exception. This does not affect your rights in respect of faulty or misdescribed goods.
Please note: We do not state that all gold coin purchases are non-refundable. Standard products are subject to the normal 14-day cancellation right described above. Only products that genuinely fall within a statutory exception are excluded.
8. How refunds are paid
Refunds are paid to the same payment method you used for the original purchase, unless we agree otherwise. We will confirm when the refund has been processed.
Hartco Aurum Ltd · The Gold Consultancy · Last updated 18 September 2026