1. Special Issues in the Precious Metal Industry re Guaranteeing a Refund and Return

A Refund and Return policy is a bit trickier in the precious metals industry. First, the usual refund and return policy that we as consumers are familiar with, is not permissible, to a degree. For precious metal companies this is an unusual area of law. The law prohibits every precious metals dealer from guaranteeing that they will repurchase the metals from the consumer at a later date. This can be a good thing as it precludes companies from making promises they may not be able to keep as they might not be around later. It is also good because the prices for metals change constantly. Therefore what are they actually guaranteeing? That they will buy them back at the price you purchased? That they will buy them back at what price?

The iconic monopoly man laid over an American Eagle gold coin carrying a bag of money while on the run demonstrates the need for a refund and return policy that meets various needs.

Such a guarantee is impermissible to every dealer, if they do, be weary. That said, we believe in offering what the law allows us to offer, that is reasonable and fair.

2. Refund and Return for a Change of Mind

We are sorry but gold is not like clothing, and therefore having a change of mind is not one of the acceptable reasons in our industry. Please be thoughtful of your budget and needs. Purchases are final. Customer assumes all financial responsibility upon remittance of payment. Only make purchases that are within your means.

3. Exchanges and Refunds for Products Purchased

Exchanges

If it should happen that you purchased items from us and what you received was something different, then this is of course a legitimate reason to request an exchange as you did not receive what you bargained for.

The nature of this industry requires a rather detailed accounting of every action that occurs. So when shipping a product, checking occurs two and even three times. To make sure that your order is what we ship to you. Still, mistakes do happen.

Example story:

That is not to say that the process does not involve humans and thus events can occur. As an example, Safe Haven Metal has a dear client that received 5 coins that did not match her order, and our custodian caught the error. The request pertained to Panda silver coins. Part of the order contained a discrepancy as to the weight difference between 30 gram coins and 1 troy ounce coins. In the end, our client received 5 grams more silver than her contract called for. With pleasure, Safe Haven Metal was able to call it an error benefiting the customer.

The result of checking over 5 times, revealing a beneficial error, also highlights how unusual such an occurrence is because of the many eyes involved. We are, after all, dealing with gold here.

Procedure summary:

But in case you find an issue with your product and it does not meet the contract you entered into, then you must immediately notify Safe Haven Metal within one business day of delivery. We require you to document the product with photographs and retain the original packaging so that we can investigate the matter and provide prompt assistance, more details that you must follow are in our shipping policy page. After shipping the product back to Safe Haven Metal LLC at 1000 Town Center Dr. Suite 300, Oxnard, CA 93036, then we can inspect the goods and communicate with our vendors to ensure we can fulfill the contract.

Once the error is verified, Safe Haven Metal will promptly ensure that the items you contracted for are delivered to you.

Refunds

In no event can we refund the purchase price as that would violate the first rule stated above.

But in the event that a product does not meet the contract terms, e.g., different than ordered, then Safe Haven Metal will work to make it right, see Exchanges above. Of course if it is an error in your favor we would love to hear about it and add it to our collection of fun stories that benefit our clients.

4. Fraud, Returns & Chargeback

Initiating or directing a refund, return, chargeback, or payment reversal after delivery constitutes a material breach of contract and triggers the stipulated damages provision as set forth in the Sales and Purchase Agreement.

5. BUY BACK POLICY

As noted, the law prohibits Safe Haven Metal from guaranteeing to repurchase Precious Metals that we sell, and we do not guarantee that we will repurchase any Precious Metal item that you may purchase; what Safe Haven Metal extends is the possible availability as a buyer at a later date. If and when you desire to sell, simply call Safe Haven Metal at (323) 676-0558 and let us know you desire to sell the Precious Metals purchased from us subject to the following procedure that must occur:

i.)         You must follow the shipping instructions on our sell to us page.

ii.)        Look up the price for your item on our site, we list the price we will pay for any item on all sales pages. You can find the price as shown here:

Image shows that on every product page, under the main description there is the spot price and sell to us price listed.

iii.)    The purchase is contingent on our examining the product to ensure it passes inspection (which is at our or our designated inspector’s sole good faith discretion as to current condition);   if the product is as described then we will honor the price as locked in, if not we will discuss any adjustments warranted by the condition, however misdescription is not a common occurrence. Please note, the offer is valid for 24 hours after inspection approval and new agreement sent.

iv.)      Once signed and returned to Safe Haven Metal the money is then released to you within 72 hours; if you reject the adjusted offer then you must pay for return shipping costs and the product will be returned to you. 

6. Key Take Aways

Our customers always come first, we would not be in business without you and we show that love and respect whenever given the opportunity. The law does treat this industry differently and we aim to abide the law when we must and assist the client when the law gives us room to maneuver. Please call us asap so we can see if your concerns are within our ability to assist. And please keep the following in mind:

  1. We cannot give refunds or make exchanges generally.
  2. Please only purchase what is within your financial means to spend.
  3. If a product is damaged or not what you ordered, contact us within one business day, document with pictures, save original packaging and ship it all back to us so we can investigate.
  4. If you would like to sell your metals back to Safe Haven Metal, we are committed to being available for this event, subject to the rules set out above.

Please read our full site terms and conditions as well as our contract terms and conditions for home delivery or substitute delivery (IRA deals), available below, to learn more.


Download Personal Delivery PDF
Download Substitute Delivery PDF