This page sets out how The Britannia Coin Company facilitates returns, refunds and order cancellations in line with your consumer rights.
If you are planning to return an item, for whatever reason, we ask that you contact us in the first instance, either by phone on 01793 205 007 or by emailing us on coins@britanniacoincompany.com.
There are some circumstances in which we cannot process returns, exchanges and cancellations and we have outlined these below.
Cancelling Or Amending Your Order
We cannot amend orders after payment has been taken. If you need to change the address or other details related to your order please contact us immediately using the details listed above.
How To Make A Return
If you contact us within 14 days of receiving your coins, telling us that you would like to return your order, we can issue a refund or exchange in most circumstances.
To return items to The Britannia Coin Company for a refund or exchange please package the item securely and address the package to:
FAO: Returns, The Britannia Coin Company, 143 High Street, Royal Wootton Bassett, Wiltshire, SN4 7AB
Enclosing a note listing your name and order number (found on your dispatch note and confirmation email) helps us process your return faster. We may ask for proof of purchase.
We cannot cover return postage costs upfront or as part of a refund, unless you are returning a faulty product.
Returned coins should be in the condition they were sent, unless a postage issue (e.g. damage to a package) has been reported. Pre-dispatch photographs, taken for our records, will be used to confirm the condition of the item. All associated mint packaging like card boxes and certificates should also be returned in dispatch condition.
More information on returning faulty items can be found below.
Receiving Your Refund
Refunds for products you return to us will be issued to the payment method used to purchase the items, minus the outgoing postage cost if relevant. Refunds will be issued within 14 days of items being received.
Please note that unless your item is faulty or otherwise not as described we cannot refund outgoing postage costs or costs incurred when making your return.
Making An Exchange
If you would prefer to exchange an item you have purchased for a different product please contact us before posting a return, quoting your order number. We ask you to do this because we cannot always guarantee an alternative product will be available. Contact us first so we can explore options with you.
Please note that postage costs associated with exchanging non-faulty products are the responsibility of the customer.
Faulty And Misdescribed Products
We strive to describe our products accurately. This includes providing high-quality photographs, detailed descriptions and grades or grade ranges where relevant, as well as identifying whether the product is new or pre-owned.
If you consider a product purchased through our website to be faulty or misdescribed then we are happy to accept a return and provide you with a refund or exchange. We recommend contacting us immediately if you intend to return a faulty item, quoting your order number.
Our new proof coins are sourced from the manufacturer and are subject to quality control procedures before they are supplied to us and upon receipt in our offices. These proof coins are supplied in mint-issued condition. This does not guarantee that the coin would receive a perfect 'PF 70' or similar if supplied to a third-party grading service. New coins may display striking errors under magnification and we do not consider such coins faulty.
Older proof and BU coins can display toning, also known as tarnishing, or milk spots. These are the result of natural chemical processes that can impact the appearance of a coin. These issues are particularly prevalent in pre-owned UK silver coins, especially when these coins are a few years old. We provide a disclaimer on all of our decimal silver and cupronickel products making customers aware of these facts. This disclaimer also states that we cannot process exchanges for these products.
If the coin you have received is faulty or otherwise not as described then we will refund your outgoing postage costs as well as the cost of the item.
Cancelling Or Returning Bullion
The prices of our bullion and 'best value' products fluctuate depending on the health of the precious metals market: factors beyond our control. As such, the right to cancel your order in a defined period under Regulation 13 of the Consumer Protection (Distance Selling) Regulations 2000 does not apply.
If you wish to cancel an order for a bullion or 'best value' item you have paid for, a charge of 2.5% of the total order value, plus a fee covering consequential loss owing to changes in the market will be deducted from your refund.
The exception to this is if a bullion product contains less than the stated amount of precious metal. In which case we will offer a full and unconditional refund, including postage costs.
Items Damaged In Transit
We package our products carefully to ensure that they do not become damaged through the normal postal process.
If you suspect that a product has become damaged during transport please report this issue by contacting us, quoting your order number, and make contact with the relevant courier, using the tracking number provided by email as a reference.
If an item is found to be damaged or missing due to how it has been handled by the courier then then an insurance claim should be made through the procedures detailed by the carrier.
Concerns And Complaints
If you are having an issue with a return, refund or exchange or would like to raise concerns regarding these processes please contact The Britannia Coin Company using the phone number or email address provided above and at the top of this page.
