Refund policy

Refunds, Returns and Cancellations Policy

Delivery and Inspection

Please inspect your order as soon as possible after delivery.

If the outer packaging appears visibly damaged, we recommend refusing delivery where possible and contacting us immediately. Failure to do so will not affect your statutory rights.

If you believe an item has been damaged during transit, is defective, or is not the item you ordered, please contact us as soon as reasonably possible at info@castlecoins.co.uk. To help us investigate your claim promptly, please provide clear photographs and a brief explanation of the issue.

Where a product is found to be faulty, damaged, or not as described, we will arrange an appropriate remedy in accordance with your statutory rights, which may include a replacement, repair, or refund.

All items are photographed prior to dispatch to record their condition before shipment.

Bullion Products

The following products are generally classified as bullion products:

  • Gold Britannia coins

  • Silver Britannia coins

  • Gold Sovereigns

  • Gold bars

  • Silver bars

  • Other investment-grade precious metal products priced according to live precious metal market rates

The price of these products is directly linked to fluctuations in the precious metals market.

Under the Consumer Contracts Regulations 2013, consumers do not have the standard 14-day cancellation right for goods whose price depends on fluctuations in the financial market that cannot be controlled by the trader and which may occur during the cancellation period.

Accordingly, once an order for bullion products has been confirmed, it cannot be cancelled, returned, or exchanged simply because you have changed your mind.

This does not affect your statutory rights where goods are:

  • Faulty

  • Damaged in transit

  • Not as described

  • Not of satisfactory quality

Collectable and Numismatic Products

The following products may be classified as collectable or numismatic products:

  • Limited edition coins

  • Proof coins

  • Presentation coins

  • Numbered precious metal bars

  • Special release products

  • Collectable gold and silver products sold primarily for their rarity, presentation, or numismatic value

Unless otherwise stated on the product listing, collectable and numismatic products may be returned within 14 days of delivery if:

  • You notify us within 14 days of receiving the item;

  • The item remains unopened, unused, and in its original packaging;

  • The item is returned in the same condition in which it was supplied.

Customers are responsible for return postage costs unless the item is faulty, damaged, or not as described.

Refunds will only be issued after the returned item has been received and inspected.

We reserve the right to refuse a return where an item has been opened, used, altered, damaged after delivery, or is not returned in its original condition.

Products Not Eligible for Change-of-Mind Returns

The following items are not eligible for change-of-mind returns unless faulty, damaged, or not as described:

  • Bullion products

  • Personalised or customised products

  • Gift cards

  • Any product specifically marked as non-returnable on the product listing

Milk Spots and Bullion Characteristics

Certain silver bullion products may develop milk spots during or after the minting process.

Milk spots are a recognised characteristic of silver bullion products and do not affect the precious metal content, authenticity, or weight of the item.

Unless specifically stated otherwise in the product description, milk spots shall not be considered a fault or defect and do not qualify a product for return or refund.

How to Request a Return

To request a return, please contact:

info@castlecoins.co.uk

Returns should not be sent without prior authorisation.

Approved returns should be sent to:

Castle Coins
PO Box 875
Fareham
PO14 1RH
United Kingdom

We will provide instructions for returning your item once your request has been reviewed.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

Approved refunds will be processed to the original payment method used for the purchase within 10 business days.

Please note that your bank or card provider may require additional time to process and display the refund.

If more than 15 business days have passed since we approved your refund, please contact us at info@castlecoins.co.uk.

Your Statutory Rights

Nothing in this Refunds, Returns and Cancellations Policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable consumer protection legislation.