Refund policy
Returns
We accept returns for obvious errors or major flaws in any product within 30 days. You can start a returns process by contacting us via the contact page.
We take care to photograph all custom products so you can see them clearly before purchasing. Very small defects are common in hand produced products like ingots, so returns for this and change of mind will not be accepted.
In the event a return is accepted where a product is clearly not the correct item or faulty, we will offer a replacement, or if not replaceable immediately a full refund for the item cost. Buyers will be responsible for posting the items back to Great White Bullion to resolve the refund, at their cost.
* Any metal granules such as silver, copper, nordic gold - no returns are offered after purchase due to the nature of the product and return fraud.
Change of Mind Returns
- We will when possible provide a refund for change of mind. Please note if the order has already been fulfilled/packaged, we will charge a $5 or $10 restocking fee depending on the item size.
Lost Items Returns
Refunds are not provided for items lost in the mail that have tracking. Refunds will also not be given where an item is lost in the mail and tracking was not purchased.
We will work with you and guide you to raise a request with the postal company to file a missing item claim to try and achieve a refund via the postal company itself.
If you have purchased parcel tracking and insurance from us we will provide a return up to the insured amount purchased and file a missing item claim on your behalf.
Refunds will be given when the returns process has been completed.
Lost items are rare and we do our best in all cases to find them and achieve a good outcome for both parties. While rare, lost items are out of our control and we strongly recommend choosing tracked item and signature on delivery when having your items posted.
Fraudulent Returns
Refunds are not provided for items purchased fraudulently. We have little indication if an order is made fraudulently.
Where tracking is available we will provide proof of item location and handling by the postal company to assist in any investigation with your bank provider.
Missing Items
Where your order is received with missing items we will assist you to raise a missing item claim with the postal company.
When items are sent within Australia they transition from our business to the postal company. This transfers responsibility of the item to the postal company and this is who we recommend you raise a missing item claim and potential refund with.
We will work hard with you to help achieve resolution via finding the lost items or getting a refund for those items from the responsible postal company,
While we regret any missing items, we do our best to pack all items securely and always recommend buyers pay for tracking and signature on delivery to help avoid missing items. Ultimately we aren't in control of an item after we have posted it and are not responsible for items after we have dispatched them in the postal system.