Refund policy

Last updated: 21 October 2026

1. About this policy

1.1 This policy explains your rights when purchasing physical gold from Gold Tier Advisory Limited ("we", "us" or "our"), company number 15579733, registered at The Harley Building, 77 New Cavendish Street, London, W1W 6XB. It is a summary and should be read together with our Terms of Service (the "Terms"), which take precedence if there is any difference. The clause numbers below refer to the Terms.

2. Enquiries carry no obligation

2.1 Coins are not listed for sale on our website and prices are provided on request. Asking for a price, submitting an enquiry, requesting our free Gold Coin Guide or booking a call does not place an order and involves no payment or obligation.

2.2 An order is only placed when you confirm to us that you wish to buy specific coins at the price we have quoted. It is only final once your payment has cleared. See clause 4 of the Terms.

3. Cancellations

3.1 Orders for precious metals are non-cancellable once placed. Because the price of gold is linked to live market rates, the statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to these goods (Regulation 28). See clause 10 of the Terms.

3.2 Please make sure you are happy with your order before confirming it. Our team is available on 0208 064 0076 if you would like to talk anything through first.

4. Your statutory rights

4.1 If you are a consumer, the Consumer Rights Act 2015 gives you rights if goods are faulty, not as described or not fit for purpose:

  • within 30 days of delivery, you can reject the goods and receive a full refund; and
  • after 30 days, you can ask for a repair or replacement and, if that is not possible or does not put things right, you can ask for a price reduction or a refund.

4.2 If a fault appears within 6 months of delivery, it is presumed to have been present at delivery unless we show otherwise. Your rights do not end at 6 months, although after that you may need to show that the fault was present at delivery. Nothing in this policy affects your statutory rights. See clause 11 of the Terms.

5. Damaged, faulty or misdescribed items

5.1 Every item we supply should arrive as described and in satisfactory condition. If any item arrives damaged, faulty or not as described, please tell us as soon as possible. We will provide return instructions so the item can be inspected and the matter resolved.

5.2 For coins certified by NGC or PCGS, the grade, authenticity and certification number shown on the holder are the representations of the grading service, not of us. A difference of opinion about a grade, or a change in the market premium for a grade, is not a fault. A holder that arrives cracked or tampered with should be reported to us in the same way as any other fault.

5.3 Approved refunds are made promptly to the original payment method once the returned item has been received and inspected.

6. Items we cannot accept back

6.1 We are unable to accept returns of correctly supplied precious metals for reasons of change of mind, or because the market price has moved after purchase.

6.2 This also applies to coins we are holding for you. Your purchase is complete once payment has cleared, so holding your coins does not create any right to cancel or receive a refund. See clause 9 of the Terms.

7. Selling your gold back to us

7.1 If you wish to sell coins back in the future, we offer a buyback service on coins we have supplied, including graded coins. We will provide a live market valuation on request. At our discretion we may also consider gold coins and investment grade 999.9 fine gold bars from recognised refiners not originally purchased from us. We do not sell gold bars.

7.2 Our offer is a fair market rate based on live pricing at the time of your request. All buybacks are subject to inspection, identity checks and the Terms. Graded coins must be returned in their original sealed NGC or PCGS holder to be valued as graded.

7.3 Once we have received and verified your coins, payment is made by bank transfer, normally within 24 hours. Full details are in clause 12 of the Terms.

8. Complaints

8.1 If something has gone wrong, please contact us first by phone or by email to info@goldtieradvisory.com with "Complaint" in the subject line. We will acknowledge your complaint promptly and aim to resolve it swiftly.

8.2 If we cannot resolve your complaint, we will tell you in writing the name of a certified alternative dispute resolution provider and whether we are prepared to use it. You can also get free, impartial help from Citizens Advice. Your right to take legal action is unaffected. See clause 16 of the Terms.

9. Contact us