Returns, Refunds & Terms & Conditions

Gold Factory's current Terms & Conditions are available on www.goldfactory.co.uk.

The current Gold Factory Terms & Conditions apply together with any specific terms shown for the product, service, promotion, auction, Click & Reserve, Sell Your Gold, Gold Loan (Buy Back), Lay-By or other transaction you choose.

Yes. Gold Factory's own policies do not remove statutory rights that apply under UK consumer law.

Yes. Bespoke jewellery, personalised jewellery, bullion, auctions, Click & Reserve, Lay-By, Sell Your Gold, Gold Loan (Buy Back), repairs and other services can have transaction-specific terms in addition to the general Terms & Conditions.

For eligible distance purchases, Gold Factory applies the statutory 14-day cancellation framework. The customer generally has 14 days after receiving the goods to notify Gold Factory of cancellation, then a further 14 days to return them, subject to legal exclusions.

No. Gold Factory follows the 14-day statutory framework rather than offering a general longer voluntary period.

There is generally no automatic change-of-mind right for a non-faulty in-store purchase. Gold Factory may, at management discretion and depending on the item, offer an exchange or credit note.

No. They depend on the item and circumstances and are at Gold Factory management discretion, subject to statutory rights.

The ordinary change-of-mind cancellation right may not apply to jewellery made to the customer's specification, personalised, engraved or altered specifically for them. Faulty or incorrectly made goods remain subject to statutory rights.

It depends on the circumstances. If resizing was carried out specifically for the customer, change-of-mind rights may be restricted. Faulty or incorrectly altered items are treated differently.

For online sales, Gold Factory uses tamper-evident hygiene seals. Once the hygiene seal on earrings, nose jewellery or other sealed hygiene-sensitive items has been broken, a change-of-mind return may be excluded. Faulty or misdescribed goods remain subject to statutory rights.

Where the seal remains intact, applicable online cancellation rights continue to apply, subject to the normal return conditions.

Contact Gold Factory promptly. Statutory consumer rights apply to faulty, misdescribed or non-conforming goods and are not removed by Gold Factory's change-of-mind policies.

Contact Gold Factory promptly and preferably within 48 hours, quoting the order details and providing photographs where useful. The 48-hour request helps with courier investigation and does not remove statutory rights.

Return the jewellery securely with original packaging, certificates, accessories and promotional items where reasonably possible. Missing items can affect a discretionary return or exchange outside statutory rights.

Where the law permits and this was disclosed before purchase, the customer may be responsible for the direct cost of returning a change-of-mind item. Faulty-goods return costs can be different.

For change-of-mind distance returns, handling beyond what is reasonably necessary to inspect the item can affect the refund where the law permits. Faulty-goods rights depend on the cause of the problem.

Yes. Returned jewellery can be weighed, photographed, tested and compared with original product records, hallmarks, security footage, certificates and other identifying details before a refund or exchange is approved.

Gold Factory uses strong security because jewellery-return fraud can involve substitution of a different item. Inspection protects genuine customers and Gold Factory.

If Gold Factory voluntarily accepts a non-faulty return outside statutory change-of-mind rights, a reasonable commercial adjustment may apply under the applicable terms. This does not reduce or remove statutory rights.

Yes, in a voluntary buyback, part exchange or discretionary arrangement outside statutory refund rights, value can reflect making charges, stone weights, stone values, wear, missing certificates and current precious-metal prices.

Once Gold Factory has processed the refund, allow approximately 2-4 working days for it to appear, although bank processing times can vary.

If Gold Factory has confirmed the refund was processed, allow the normal bank processing period. If it remains missing after that, the customer may need to check with their bank and Gold Factory.

Where Gold Factory offers a discretionary non-faulty diamond-jewellery exchange, it may require the exchange to be against qualifying diamond jewellery. Statutory rights for faulty goods are unaffected.

No blanket 7-day limit overrides statutory rights. Customers are encouraged to report issues promptly, but qualifying statutory rights can continue beyond seven days.

There is no general additional fixed Gold Factory warranty beyond the customer's statutory rights unless a specific product or service expressly states otherwise.

Gold Factory does not provide a fixed additional workmanship guarantee. This does not remove any legal rights that apply to the service provided.

Yes, before the purchase is completed. The Click & Reserve 10% reservation payment is fully refundable if the customer changes their mind.

No. Click & Reserve has its own refundable 10% policy. Bespoke and special orders normally require at least 50% and may involve committed design or manufacturing work, so different cancellation terms apply.