Returns, Replacements and Cancellation Policy

Effective Date: 15 June 2025

This policy outlines the terms for returns, replacements, and order cancellations for products purchased from Aegis Aurum ("we", "us", "our").

1. Our General Policy & The Right of Withdrawal

The Products we sell are collectible items whose value is directly dependent on fluctuations in the financial gold market, which is outside of our control.

Due to this, our Products fall under the exemption outlined in the EU Consumer Rights Directive (2011/83/EU). Therefore, the standard 14-day right of withdrawal (or "cooling-off period") does not apply to purchases made on our Site.

All sales are considered final once the order has been dispatched. We are unable to accept returns or offer refunds for reasons of buyer's remorse or changes in the market price. We urge you to consider your purchase carefully before placing an order.

2. Damaged or Incorrect Items

While all sales are final, customer satisfaction and the integrity of our products are paramount. We stand behind the quality of every item we ship.

If you receive an item that is damaged in transit or is incorrect (not what you ordered), please contact us within 48 hours of delivery at our support email address.

To process a claim for a damaged or incorrect item, you must provide:

• Your Order Number.
• A clear description of the issue.
• Photographic evidence of the damage or the incorrect item.

Upon verification of the issue, we will provide you with instructions for returning the item. In these specific cases, we will cover the cost of return shipping. You will be offered a choice of a full replacement of the same item or a full refund.

We reserve the right to inspect all returned items to verify the fault. All original packaging, certificates, and cases must be returned with the item.

3. Order Cancellations (Before Dispatch)

If you wish to cancel an order that has been placed but not yet dispatched, you must contact us immediately.

Please be aware that all cancelled orders are subject to a Market Loss Policy plus a processing fee of 5% of the order total or a flat fee of 25 €.

• Market Loss Policy: If the market price of gold has decreased from the time you placed your order to the time you cancel it, you will be liable for the difference in value.
• You are not entitled to any market gain if the price of gold has increased.

The final cancellation fee will be deducted from your refund.

4. Refund Processing

For approved refunds (e.g., for damaged items), you should expect to receive your refund within 10-15 business days after we have successfully received and inspected the returned goods. Refunds will be issued to the original method of payment where possible.