Returns & Exchanges
Our policies for precious-metals transactions. Because bullion prices move continuously, every confirmed order is a binding agreement.
Exchange window
You have five business days from delivery to request an exchange. Requests made after that period cannot be accepted.
Items must be returned in their original sealed packaging and in mint condition. All exchanges are subject to the market loss policy set out below.
Market loss policy
Precious-metals prices fluctuate continuously. When you place an order, we lock our purchase price against the market at that moment. If you subsequently cancel or return the order and the market price of the metal has fallen since your purchase date, you are responsible for the difference. This is the market loss fee.
The fee is calculated as the difference between the metal value at the time of your purchase and the metal value at the time we process the cancellation or return, using the prevailing spot price. Where the market has risen, no market loss fee applies and no gain is payable to you.
Condition requirements
Returned items are inspected on receipt. To be accepted, they must arrive with:
- Original sealed packaging, unopened and undamaged.
- Assay cards and certificates of authenticity intact.
- Protective capsules and tubes in their original condition.
Items that have been opened, handled, cleaned or damaged cannot be accepted for exchange.
Binding agreements
Your order confirmation forms a binding agreement between you and Reserva Europe AB. Prices are locked at the moment of purchase and are not adjusted for subsequent market movements.
The statutory right of withdrawal for distance contracts does not apply to investment precious metals. Their price depends on fluctuations in the financial market that we do not control, which is an express exception under EU consumer law as implemented in Sweden. Cancellations are accepted at our discretion and may incur a market loss fee calculated at the prevailing spot price.
Exchange process
Contact us
Get in touch within five business days of delivery with your order number and the reason for the exchange. Contact us.
Receive authorisation
We issue a return authorisation number together with a written statement of any market loss fee that applies. Do not ship anything before you have this number.
Ship securely
Return the items in their original packaging by fully insured courier, and retain your tracking information until the return is settled.
Settlement
Once the items are received and inspected, we settle the refund less any applicable market loss fee within five business days.
Important information
- Precious-metals prices fluctuate continuously. Orders are binding once confirmed and prices are locked at the moment of purchase.
- Return shipping must be fully insured for the full replacement value of the items. Original shipping costs are not refundable.
- A market loss fee applies where the spot price of the metal has fallen since your purchase date.
- Items that are damaged, opened or improperly packaged will not be accepted.
- Incorrect or defective shipments are rectified at no cost to you. Your statutory rights in respect of faulty goods are unaffected by this policy.