Cancellation, Returns & Refund Policy

Cancellation, Returns & Refund Policy

At Compass Bullion, we are committed to providing high-quality bullion and numismatic products together with excellent customer service. Due to the nature of precious metals markets, our cancellation and returns policy differs between investment bullion products and collectible numismatic items.

This Policy forms part of the Compass Bullion Terms & Conditions.

1. Australian Consumer Law

Nothing in this Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL) or any other applicable legislation that cannot lawfully be excluded.

Where a product is faulty, damaged, not of acceptable quality or not as described, you may be entitled to a repair, replacement or refund in accordance with your statutory rights.

2. Bullion Products

For the purposes of this Policy, bullion products include investment-grade precious metals whose value is primarily determined by the prevailing market price of gold, silver, platinum or other precious metals.

Examples include:

• Gold bullion bars
• Silver bullion bars
• Gold bullion coins
• Silver bullion coins
• Platinum bullion
• Palladium bullion
• Investment-grade minted and cast bars
• Other investment bullion products sold by Compass Bullion
• Because bullion prices fluctuate continuously and Compass Bullion immediately commits to purchasing inventory or managing market exposure once an order is accepted:
• all accepted bullion orders are final;
• change of mind cancellations are not accepted;
• change of mind returns are not accepted;
• exchanges due to market price movements are not accepted.

Customers are encouraged to carefully consider their purchase before placing an order.

3. Numismatic Products

Numismatic products include collectible coins, proof coins, graded coins, historical coins, medallions, collectible sets and other products whose value is influenced primarily by rarity, collectability or condition rather than precious metal content.

Subject to this Policy, Compass Bullion may, at its sole discretion, accept the return of eligible numismatic products.

To qualify:

• the return request must be made within seven (7) days of delivery;
• the item must remain unopened where sealed;
• the product must be unused;
• the product must remain in its original packaging;
• certificates of authenticity, presentation boxes and accessories must be included;
• the product must be received in resaleable condition.

Returns received without prior approval may be refused.

4. Restocking Fee

Where Compass Bullion agrees to accept the return or cancellation of an eligible numismatic product for reasons other than a fault or a customer’s statutory rights under the Australian Consumer Law, a minimum restocking fee of 30% of the original purchase price will apply.

This fee contributes towards the costs associated with:

• administration;
• order processing;
• product inspection;
• repackaging;
• inventory management;
• merchant transaction fees;
• price depreciation;
• and other reasonable costs incurred by Compass Bullion.

Where Compass Bullion’s actual losses exceed the minimum restocking fee, Compass Bullion reserves the right to recover its actual reasonable losses to the extent permitted by law.

Original shipping, insurance, payment processing fees and return freight are non-refundable.

5. Order Cancellations

Orders may only be cancelled with the prior written approval of Compass Bullion.

Compass Bullion is under no obligation to accept any cancellation request.

Where a cancellation is approved:

• applicable merchant fees;
• shipping costs;
• insurance costs;
• administration costs;
• supplier cancellation fees;
• market losses (where applicable); and
• any applicable restocking fee

may be deducted from any refund to the extent permitted by law.

6. Customer Default

If a customer fails to complete payment for an accepted order, Compass Bullion reserves the right to:

• cancel the order;
• resell the product;
• recover any actual losses arising from the customer’s default, including market losses on bullion products;
• recover merchant fees, administration costs, storage costs, legal costs (where recoverable by law), debt recovery costs, shipping and insurance expenses.

Compass Bullion will take reasonable steps to minimise any losses before seeking recovery.

7. Non-Returnable Products

Except where required by Australian Consumer Law, Compass Bullion does not accept returns or exchanges for:

• Bullion products;
• Special orders;
• Pre-order products;
• Products manufactured or ordered specifically for a customer;
• Products that have been opened, altered or tampered with;
• Products with damaged or missing packaging;
• Coin rolls where the original seal has been broken;
• Gift cards;
• Clearance or final sale items;
• Products showing signs of misuse or damage after delivery.

8. Return Process

Customers seeking to return an eligible product must first contact Compass Bullion to obtain return authorisation.

Unauthorised returns may be refused and returned to the sender at the customer’s expense.

Customers are responsible for ensuring returned items are securely packaged and adequately insured during transit.

Compass Bullion accepts no responsibility for returned goods lost or damaged before they are received.

9. Refunds

Once an approved return has been received and inspected, Compass Bullion will notify the customer whether the return has been accepted.

Where approved, refunds will generally be processed using the original payment method within a reasonable period.

Refunds may be reduced by any applicable:

• restocking fee;
• merchant processing fees;
• shipping costs;
• insurance charges;
• supplier fees;
• administration costs;
• other reasonable deductions permitted under these Terms and applicable law.

Processing times may vary depending upon the customer’s financial institution.

10. Incorrect, Damaged or Faulty Products

Customers should inspect all deliveries immediately upon receipt.

If a product:

• is damaged during transit;
• is faulty;
• is not the product ordered; or
• does not match its description,

the customer should notify Compass Bullion within 48 hours of delivery, providing photographs where appropriate.

Compass Bullion will work with the customer to provide an appropriate remedy in accordance with the Australian Consumer Law.

11. Contact Us

If you have any questions regarding cancellations, returns or refunds, please contact Compass Bullion through the contact details published on our Website before returning any goods.