We are happy to process returns, refunds and 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 firstname.lastname@example.org.
There are some circumstances in which we cannot process returns and we have outlined these below.
Cancellations and Amendments
We cannot cancel 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.
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.
Returned coins should be in the condition they were sent in unless a postage issue has been reported. Pre-dispatch photographs, taken for our records, will be used to confirm condition. All associated mint packaging like card boxes and certificates should also be returned in dispatch condition.
More information on returning specific types of products as well as faulty items can be found below.
Refunds for products you return to use 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, generally sooner.
Please note that unless your item is sub-standard we cannot refund return postage costs incurred when making your return.
If you would prefer to exchange an item you have purchased for a like 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.
We cannot offer exchanges for silver and cupronickel products that show evidence of toning or milk spots. Nor can we offer exchanges for items where the box but not the coin itself is damaged. Please see below for further details.
We always try to describe our products accurately. This includes providing high quality photographs, detailed descriptions and grades or grade ranges where relevant.
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.
If we find the item to be faulty then we will refund your outgoing postage costs as well as the cost of the item. We cannot refund outgoing postage costs for items that are not deemed to be below the described standard.
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.
Toning and Milkspots
Some 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 modern 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.
We cannot process exchanges for items where the mint-provided box is damaged or missing.
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.