Refund policy
Last updated: October 2025
This Refund Policy forms part of our Terms of Service and applies to all orders placed with Aegis Vaults Ltd (trading as Cardiff Gold), whether made online, in person, by phone, email, or text message.
By placing an order with us, you confirm that you have read and agreed to this policy.
1. IMPORTANT INFORMATION
The price of our products is determined by the live spot price of the relevant precious metal at the time your order is placed.
As these prices fluctuate constantly and are beyond our control, we must immediately purchase or hedge the corresponding metal to honour your agreed rate (see Section 3 – Contract Formation and Section 4 – Price Fluctuation and Non-Cancellation of our Terms of Service).
Accordingly, once an order is placed, it becomes legally binding and cannot be cancelled or altered. This applies whether payment has yet been made or not, as we have committed to purchasing the underlying product to fulfil your order.
2. CANCELLATION RIGHTS
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and in accordance with the Financial Services (Distance Marketing) Regulations 2004, you do not have a right to cancel any order for investment products whose price is dependent on financial market fluctuations beyond our control.
This includes all gold, silver, platinum, or palladium investment products, such as coins, bars, and bullion.
By placing an order with Cardiff Gold, you acknowledge and accept that no statutory or discretionary right of cancellation applies once your order is confirmed.
3. CANCELLATIONS, RETURNS & REFUNDS
All requests for cancellations, returns, or refunds are considered at the sole discretion of Aegis Vaults Ltd and only in exceptional circumstances.
Items returned without prior written authorisation will not be accepted or refunded.
If a return is approved (for example, in the case of verified damage or incorrect goods supplied), we will provide you with return instructions. Returned items must remain in their original, unaltered condition, including packaging, certificates, and seals where applicable.
For security and authenticity reasons, we cannot accept returns of bullion products that have been opened, handled, or removed from their packaging, unless the product was received in damaged condition or is demonstrably incorrect.
4. DAMAGES AND ISSUES
Please inspect your order immediately upon receipt.
If you believe an item is defective, damaged, or incorrect, please contact us within 24 hours of delivery at sales@cardiffgold.co.uk
To assist us in resolving your issue promptly, please include:
- Your order number;
- Clear photographs of the packaging and item; and
- A brief description of the issue.
We will evaluate the matter and, where appropriate, arrange repair, replacement, or refund in accordance with this policy.
5. REFUNDS (IF APPROVED)
Once your returned item (where applicable) has been received and inspected, we will notify you of the outcome.
If a refund is approved, it will be processed via the original payment method within 14 business days.
Please note that:
- Banking or card processing times vary and may delay the appearance of funds.
- We will not issue refunds to alternative payment methods or third-party accounts.
- Refunds are not applicable to price fluctuation or market losses following an order cancellation or payment failure (see Section 4 of our Terms of Service).
6. FAILURE TO PAY
If payment is not received within the agreed timeframe, the order remains binding and enforceable under Section 3 of our Terms of Service.
Cardiff Gold reserves the right to:
- Recover any market or hedging losses incurred in reliance on your order;
- Retain any deposit or partial payment made; and
- Pursue legal or debt recovery proceedings to recover losses, administrative costs, and reasonable expenses.
7. CONTACT INFORMATION
For all enquiries regarding returns, refunds, or order disputes, please contact:
🏢 Aegis Vaults Ltd (trading as Cardiff Gold)
14–18 City Road, Cardiff, CF24 3DL
Company No. 13859360 | VAT No. GB406442617