Version 2.1 · Last updated September 2026. These terms cover buying bullion and coins, our Allocated Storage Service, and selling scrap precious metal to us.

• Bullion, Coin and Scrap Precious Metal Transactions.

  Please read these terms and conditions carefully before you create an account, place an order or send us items to sell. They explain who we are, how we will supply your products, how we buy items from you, and the rights and obligations that apply to both of us.

  1. WHO WE ARE AND SOME IMPORTANT DEFINITIONS
  1. 1.1 "We", "us" and "the Company" mean Group International Limited, a company registered in England and Wales under company number 04497345, whose registered office is at Innovation House, 410 Stafford Road, Wolverhampton WV10 6AJ. Our VAT registration number is GB942317924. We trade as UKBullion.com and operate this website. You can contact us by telephone on 01902 623256 or by email at [email protected].
  2. 1.2 We are a member of the National Association of Jewellers (NAJ). See section 16 for how this affects complaint handling.
  3. 1.3 In these terms:
     • "Metal" means precious metal of bullion quality that we offer for sale in the form of coins, bars or rounds, as a means of acquiring specific quantities of precious metal. Unless we describe a product otherwise, Metal is not offered as a decorative or display item.
     • "Live-Priced Metal" means any Metal whose price is calculated by reference to the current market price at the time you order. All bullion bars and coins on our website are Live-Priced Metal unless we clearly state otherwise.
     • "Fixed-Price Product" means any product sold at a set price that does not move with the market between ordering and delivery, for example certain collectable, gift or merchandise items where we state a fixed price.
     • "Order" means an order you place with us through this website.
     • "Locked-in Price" means the price offered to you for Live-Priced Metal at the point you place your Order, which we may cancel or amend if it is not taken up at that point.
     • "Precious Metal Products" means the scrap precious metal items, such as jewellery and scrap bars, that you send to us for testing and valuation under section 11.
     • "VAT" means value added tax at the prevailing rate, charged where applicable. We have no control over the rate.
     • "Investment Gold" means gold of a purity of not less than 995 thousandths in the form of a bar or wafer of a weight accepted by the bullion markets.
     • "Investment Gold Coin" means a gold coin minted after 1800 that is of a purity of not less than 900 thousandths, is or has been legal tender in its country of origin, and is of a description normally sold at a price that does not exceed 180% of the open market value of the gold it contains.
     • "Spot Price" means the regularly updated market prices for gold, silver, platinum and palladium displayed on this website.
     • "Working Day" means a day other than a Saturday, Sunday or public holiday in England and Wales.
  2. ELIGIBILITY AND YOUR DETAILS
  1. 2.1 You must be at least 18 years old and resident in the United Kingdom to buy from us or sell to us. We may ask for documentary evidence of your age, identity and address.
  2. 2.2 You must act on your own behalf. If you are buying as a trustee, attorney, deputy or personal representative of a deceased account holder, tell us before you order. We will accept a properly appointed representative once we have verified their authority, for example a grant of probate, a registered lasting power of attorney or a court appointment.
  3. 2.3 You must be the duly authorised holder of the UK debit or credit card, or UK bank account, used to pay.
  4. 2.4 You must give us all details we need to complete registration and any transaction, keep them complete and correct, and tell us promptly if they change.
  5. 2.5 If you do not provide information we reasonably request, we may pause your Order until you do, or cancel it. If we cancel an Order for Live-Priced Metal because required information was not provided, any market loss and reasonable costs may be deducted before we refund you (see section 6).
  6. 2.6 We hold your information in accordance with our privacy policy. We are registered with the Information Commissioner's Office under registration number Z1641079.
  7. 2.7 Multiple accounts. Each customer is permitted to hold and operate only one account with us at any one time. Customers must not create, register or operate multiple accounts using different email addresses, names or other contact details, whether for the purpose of placing orders, circumventing account restrictions, avoiding identity verification or Know Your Customer ("KYC") checks, or otherwise.
  8. 2.8 Customers must provide accurate and complete information when registering an account and must notify us if their personal details change. Where we reasonably believe that multiple accounts have been created or operated by the same customer, we reserve the right to link those accounts for verification, compliance, fraud prevention and transaction-monitoring purposes. We may aggregate purchases and transactions across linked accounts when assessing cumulative spending, applying our KYC and customer due diligence procedures, and determining whether further identity verification or other compliance checks are required.
  9. 2.9 We reserve the right, where reasonably necessary and proportionate, to require additional information or documentation to verify a customer's identity, suspend or restrict access to duplicate accounts, consolidate accounts, or decline or delay transactions pending satisfactory verification. We may also refuse the creation of further accounts or close duplicate accounts, subject to any applicable legal or regulatory requirements.
  10. 2.10 If you believe that more than one account has been registered in your name inadvertently, you must contact us so that the matter can be reviewed and the appropriate account retained. Nothing in this clause prevents us from authorising additional accounts in exceptional circumstances at our discretion, subject to satisfactory verification and compliance requirements.
  3. PRODUCTS AND AUTHENTICITY
  1. 3.1 We supply precious Metal of bullion quality in the form of coins, bars and rounds, as a means for buyers to acquire specific quantities of precious metal.
  2. 3.2 The images of products on our website are for illustration. Your product may vary slightly from those images, and product packaging may vary from that shown.
  3. 3.3 We warrant that every product we supply is genuine, authentic and of the purity, weight and description stated on our website at the time of your Order.
  4. 3.4 If a product we supply is not genuine, is faulty or is not as described, your rights are set out in section 14.
  4. PRICES
  1. 4.1 All prices are shown in Great British Pounds (GBP).
  2. 4.2 Where a price is identified as a "Live Price", it is based on information from third party suppliers. We take care to keep Live Prices accurate, but we do not generate the underlying data and accept no responsibility for the accuracy of the third party feed. A Live Price is not an indication of availability, which depends on market conditions and stock held by us or our wholesalers.
  3. 4.3 If we identify a pricing error after you have placed an Order, we will contact you and give you the option to cancel the Order or amend it to the correct price.
  4. 4.4 Buying and selling Metal is speculative. Prices fluctuate with market forces, political circumstances, demand and other factors, and the value of your Order may rise or fall. We accept no responsibility for losses you may incur through those movements. See section 17.
  5. HOW A CONTRACT IS FORMED
  1. 5.1 Orders must be placed through this website unless we agree otherwise in writing.
  2. 5.2 For Live-Priced Metal, the contract between us is formed when your Order and Locked-in Price are confirmed on screen and by our acknowledgement email. For Fixed-Price Products, the contract is formed when we send you written acceptance.
  3. 5.3 We are not obliged to accept an Order. We may decline an Order if, for example:
     • the Metal is not in stock;
     • we do not receive your bank transfer payment within the time in section 7.5;
     • there is an error in the price or the product details;
     • our suppliers or distributors have stock or distribution problems we cannot control; or
     • the delivery address is a PO Box, a virtual address, or is linked to a forwarding service.
  4. 5.4 Our obligation to dispatch an Order is conditional on:
     • cleared payment in full; and
     • completion of any identity or address verification we require under section 8.
  5. 5.5 You will receive an acknowledgement email when your Order is placed, and a dispatch confirmation email once your Order has been dispatched. Please check that the email address you give us is correct. If you do not receive an acknowledgement within 30 minutes, contact us straight away.
  6. 5.6 If you fail to verify your identity and make payment as required, that is a breach of contract and we may cancel the Order and recover our losses, including any market loss.
  7. 5.7 Unless we agree otherwise in writing, time is not of the essence in respect of any obligation under these terms.
  6. CANCELLATION
  1. 6.1 For most online purchases, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give a 14 day right to cancel. That right does not apply to a contract for goods whose price depends on fluctuations in the financial market which we cannot control and which may occur during the cancellation period (regulation 28(1)(a) of those Regulations). All Live-Priced Metal falls within that exemption, so there is no statutory right to cancel an Order for Live-Priced Metal.
  2. 6.2 If you buy a Fixed-Price Product, you have the usual 14 day right to cancel from the day after delivery, for any reason. To cancel, tell us clearly, for example by email to [email protected], and send the product back within 14 days of telling us. You may handle it as you would in a shop to establish its nature, characteristics and functioning. We may deduct any reduction in value caused by handling beyond what is necessary for that purpose, where the law permits. Please return all parts and accessories and package the product securely. You bear the direct cost of returning a product when you simply change your mind; this does not apply to returns for which we are legally responsible, such as faulty or misdescribed goods. We will refund the price and the cost of our least expensive standard delivery option, using the original payment method unless you expressly agree otherwise, without a refund fee. We will do so within 14 days of being told of your cancellation, but may withhold the refund until we receive the goods or evidence that you have sent them back, whichever is earlier.
  3. 6.3 If you want to cancel an Order for Live-Priced Metal, you may ask. Requests must reach us in writing within 6 hours of placing the Order, at [email protected]. We may agree as a matter of goodwill but we are not obliged to.
  4. 6.4 If we agree to cancel an Order for Live-Priced Metal, our Market Loss Policy applies:
     • we will charge the reduction, if any, in the value of the Order between placement and cancellation; and
     • we will charge an administrative fee of £120 to cover the cost of processing the Order, the payment and the refund.
     Any refund will be made to the original payment source, less those amounts, within 14 days of the cancellation being agreed.
  5. 6.5 If an Order is cancelled because required information or verification was not provided (see sections 2.5 and 8), the same charges may apply.
  7. PAYMENT
  1. 7.1 All payments must be made in GBP. If you pay from a non-sterling account, you are responsible for all conversion and transfer charges.
  2. 7.2 We cannot accept cash payments. Please do not deposit cash into our bank account under any circumstances. If cash is deposited, we will not return it until we are satisfied, at our discretion, of its ownership and origin, which may involve original documents and signed statements. The deposit may be notified to the National Crime Agency before any refund. Any repayment will reflect our bank charges and a fee of £250 plus VAT, and may take up to 30 days.
  3. 7.3 Orders up to £15,000 may be paid by UK-issued debit card or personal credit card through our secure payment portal, processed by our payment provider. We cannot accept cards issued or registered outside the UK, or commercial and business credit cards. If a commercial or business card is used, we may charge a fee of 2.5% of the transaction value and may cancel the Order, and we may retain goods until any fee is settled. Card payments are subject to validation and authorisation by the card issuer. We may also validate the information you supply using commercially available sources, including credit reference agencies and the Electoral Roll. These checks leave no mark on your credit file.
  4. 7.4 Payment may be made by bank transfer. Bank transfer payments must be made within 4 hours of placing the Order and must include the Order ID shown at checkout and in your acknowledgement email, in the format GIL followed by six digits. Our bank details are provided during checkout and in the acknowledgement email.
  5. 7.5 If payment in full has not been received within 4 hours of placing the Order, we may cancel the Order and, where the market has moved against us, recover our loss.
  6. 7.6 If you raise a chargeback claim that is not justified, you will be liable, within 28 days of the chargeback, for:
     • any sum repaid to you by our bank or card processor as a result of the claim, where the goods have been delivered or collected;
     • any charges made by our or your bank, card processor or card issuer in connection with the claim; and
     • our reasonable costs, losses and expenses in connection with the claim.
  7. 7.7 If you raise an unjustified chargeback, we may also end the contract for the goods in question and any other contract between us.
  8. 7.8 Legal and beneficial title to the goods passes to you when we have received payment in cleared funds. Risk in the goods passes to you on delivery (see section 9).
  8. IDENTITY VERIFICATION
  1. 8.1 We carry out identity checks to prevent fraud and meet applicable legal obligations, including the identification and record-keeping requirements for investment gold in HMRC VAT Notice 701/21 and anti-money laundering requirements where they apply. As our customer verification policy, we will ask you to verify your identity if:
     • the Order is worth more than £5,000; or
     • your purchases with us exceed £10,000 in any rolling 12 month period; or
     • a sale to us is worth more than £5,000, or your sales to us exceed £10,000 in any rolling 12 month period; or
     • we otherwise consider verification appropriate.
  2. 8.2 We use the Yoti digital identity service. You will normally be asked for a recent passport or photocard driving licence, and a proof of address such as a utility bill or bank statement dated within the last 3 months (mobile phone bills are not accepted). See our ID verification page for full details and alternative options.
  3. 8.3 Verification is usually completed in minutes using your smartphone. We may, at our discretion, accept original documents or certified copies of original documents instead. Certified copies must be signed by a responsible person who has seen the original, such as a bank official, doctor or solicitor.
  4. 8.4 We will hold payments and withhold dispatch until verification requested under this section is complete. Delays in verification will delay dispatch.
  9. DELIVERY
  1. 9.1 Delivery information is published on our free insured delivery page. Delivery timescales are indicative and not contractual, and time of delivery is not of the essence.
  2. 9.2 No Order is dispatched until payment in full has cleared and any required verification is complete.
  3. 9.3 We ship by Royal Mail or another approved carrier to the agreed delivery address.
  4. 9.3.1 Under the standard conditions of Royal Mail Delivery Service and other carriers, it is a duty to deliver the parcel to the address and not the person whose name is written or printed on the parcel. As such, if you are not available to personally receive the delivery (at the point of delivery), the onus is on you to ensure that there is an authorised person to receive the delivery. If there is no-one available to accept delivery, the courier will leave a failed delivery note which will detail the procedure for arranging re-delivery or collection of the parcel from a Royal Mail collection office or courier depot. Collection of a parcel from a Royal Mail collection office or courier depot will only be permitted by the addressee and on production of personal and address ID. The delivery will be considered as completed when the metal is received at the delivery address or at a collection point by a person who claims to be an authorised recipient. Persons claiming to be authorised recipients may be asked to verify their identity by the courier.
  5. 9.4 We may, at our discretion, require delivery to the named customer on production of ID. We will contact you before dispatch if so.
  6. 9.5 Please examine the parcel for damage or tampering before you accept it. If there is any sign of damage or tampering, reject the delivery and tell the carrier to return the parcel to us, then email us at [email protected]. If you have already accepted it, tell us promptly and keep the packaging and any photographs to help our investigation.
  7. 9.6 If you believe a parcel has not arrived, email [email protected] with your Order ID and any delivery notifications. We will investigate with the carrier.
  8. 9.6.1 It is our responsibility to conduct enquiries with the courier concerned, including Royal Mail. If we determine that the delivery is lost, we will commence an investigation and a claim with our insurers, who are totally independent of Royal Mail and our other approved carriers. You must not initiate contact with Royal Mail or an approved carrier in the event of an undelivered package as such contact could jeopardise any subsequent investigation. You agree to cooperate fully with any law enforcement agency, with us, and with any investigator or loss adjustor appointed by us or by our insurers in the investigation of an undelivered order. Such cooperation to include the timely provision of any requested information and any signed statements and/or declarations that may be requested. Following an investigation, a replacement order or refund may be offered depending on the outcome of the investigation. These options are at the discretion of the Company. Please note that the Company may charge you for the replacement order at completion of the investigation.
  9. 9.7 Where goods are replaced under section 9.6 and the original parcel is later delivered, we will ask you to either buy the duplicate product at the then current market rate or return it to us by insured Special Delivery at our expense.
  10. 9.8 In the event that a customer is found to have acted fraudulently (whether individually or with another) in relation to a report of non-delivery, the Company will not be obliged to attempt delivery of a replacement order or to refund the order's purchase price. The assumption of fraudulent activity may be based on: (a) any court or tribunal finding or decision; or (b) reasonable grounds for a suspicion established by any investigation by the Company, the Company's insurers or any law enforcement body.
  11. 9.9 If you live at a shared address, please make clear who you have nominated to receive your parcel.
  12. 9.9.1 The Company accepts no responsibility for the loss of the delivered goods in circumstances where someone other than you signs for the goods. You are obliged to ensure that you are available and present to collect the Metal at the nominated address. In circumstances where you are not available to sign for the Metal on the nominated delivery date, the onus is on you to ensure that you provide an alternative date for delivery.
  13. 9.10 If a parcel is returned to us as undeliverable, we will re-dispatch once you have provided valid photo identification and a recent utility bill or bank statement (no more than 3 months old). We may charge a further delivery or administration fee.
  14. 9.11 Our dispatch process is carried out under continuous video recording, retained for 3 months. This is a retention period only. It does not limit your right to make a claim under these terms or at law.
  15. 9.12 You may collect Metal from our Wolverhampton offices by appointment. You must bring two pieces of identification: photographic ID such as a UK passport or UK full driving licence (we also accept valid EU, US, Canadian, Australian, New Zealand or South African passports), and a bank statement or utility bill from the last 3 months. We retain copies of these documents and you will sign to confirm you have examined and taken possession of the Metal. Collection satisfies our delivery obligation.
  16. 9.13 As of 1 May 2025 we no longer ship precious metals to Northern Ireland. The Windsor Framework requires advance disclosure of parcel contents, values and destination addresses for shipments to Northern Ireland, which in our opinion creates an unacceptable security risk to the parcel and to our customers. Customers resident in Northern Ireland may still buy for storage, and may sell stored metal in situ, but we cannot ship to Northern Ireland. Except for VAT Free Storage items, stored goods can be collected by appointment from our Wolverhampton offices.
  10. SELLING TO US
  1. 10.1 We will normally buy back Metal products at the rates shown in the Selling section of our website, provided the items are in good and saleable condition, retain their original, complete and unopened packaging, and are accompanied by original certificates of authenticity where applicable. However, we are not obliged to buy Metal from you, even if you bought it from us.
  2. 10.2 Items that do not meet these requirements, and scrap precious metal items such as jewellery, are treated as a scrap consignment under section 11 and valued at the daily scrap rates.
  3. 10.3 We will pay sale proceeds by your choice of:
     • Faster Payments bank transfer, for which a fee of £5 is charged to clients holding compatible bank accounts. This is our preferred method.
     • CHAPS or telegraphic transfer for amounts over £5,000, for which a fee of £25 is charged.
     • Cheque, for which a fee of £10 is charged.
     Fees are deducted from the valuation.
  4. 10.4 Proceeds are normally paid within 7 working days of you accepting our offer. If payment has not arrived within that time, contact us and we will arrange payment or an alternative method. If a cheque we sent is not cashed within 6 months, contact us and we will re-issue it. You do not lose money owed to you.
  5. 10.5 If you decline our offer to purchase, or we make no offer, we will return your consignment by Royal Mail Special Delivery within a reasonable time, normally dispatching within 7 working days once return arrangements are confirmed and any agreed return charge has been paid. We may charge £10 per package for postage, packing and insurance. We may split consignments to meet applicable carrier and insurance limits. We will explain the number of packages and total return charge before asking you to pay. Returns will be tracked and sent with insurance appropriate to the consignment and a signature required on delivery. If we need further information or payment to arrange a return, we will contact you and explain what is required. Failure to respond or pay a return charge does not itself transfer ownership to us or authorise us to sell or dispose of your precious metal items.
  6. 10.6 We may set off any amount you owe us against any amount we owe you.
  7. 10.7 If we pay you more than you are entitled to, you hold the overpayment on trust for us and must repay it within 48 hours of our request.
  8. 10.8 Ownership of items we buy from you passes to us when you accept our offer.
  11. SELLING SCRAP PRECIOUS METAL TO US
  1. 11.1 This section applies when you send us Precious Metal Products (scrap jewellery and other scrap precious metal items) for testing and valuation. It applies in addition to the rest of these terms.
  2. 11.2 You warrant that you are the legal and beneficial owner of the Precious Metal Products, that they are free of any encumbrances or third party rights, and that you are acting on your own behalf. You agree to compensate us for any claim by a third party arising from a breach of this warranty.
  3. 11.3 Please send the items to us by fully insured Royal Mail Special Delivery in a tamper-proof package. Risk in the items remains with you until delivery to us is complete. We are not liable for loss of or damage to items caused by inadequate packaging, under-insurance or alternative shipping arrangements. We will confirm receipt by email or telephone. We may reject a parcel whose packaging appears damaged, opened or tampered with, and the carrier will return it to you in the same packaging.
  4. 11.4 By sending items to us, you authorise us to carry out non-destructive testing and valuation. If further testing would be destructive, we will explain the proposed method and any likely marks, damage or loss of material and obtain your permission before proceeding. You may decline that testing, in which case we may be unable to make an offer and will arrange a return under section 10.5. Any authorised destructive testing will be limited to what is reasonably necessary. We will not melt or refine your consignment before you accept our offer; permission to carry out a specified test does not authorise general processing of the consignment.
  5. 11.5 After receipt, we may make an offer to purchase based on the results of testing and our scrap buying rates at the time the items are tested, not when they are posted or received. The offer will explain the valuation and the payment fee under section 10.3, including the net amount payable to you. We do not charge assay, refining or other valuation fees as part of our current service. Any proposed additional charge will be explained and agreed with you before it is incurred or deducted. Any offer remains open for 24 hours from when it is communicated to you; we will state its expiry time and how to accept it. If you do not accept within that time, we may withdraw the offer and re-value the items to reflect movements in market prices. Silence is not acceptance.
  6. 11.6 Mixed carat consignments are welcome. We will sort, test, weigh and value the items, and give you a breakdown of values per carat type with any offer.
  7. 11.7 We do not purchase precious metal plated items or non-precious metal items.
  8. 11.8 We do not buy or return gemstones. You must remove any gemstones you wish to keep before sending items to us. Gemstones sent with your items will not be returned and may be removed and disposed of. Any removal needed for testing before you accept an offer that would damage an item requires your permission under section 11.4.
  9. 11.9 Where items contain or are attached to non-precious materials (other than gemstones), we will detach or separate those materials for disposal. If you want them back, notify us in writing on or before the date we receive the items, and we will return them. If detachment before you accept our offer would damage an item, we will obtain your permission before proceeding, as set out in section 11.4. We may charge our postage and packing costs under section 10.5. Any such charge must be paid within 14 days, failing which we may dispose of the materials.
  10. 11.10 Please complete and submit the Sell to us form on our website. Where there is any conflict between the form and the weights, type of metal or value we determine on testing, we will explain the differences with our offer. You may query the assessment or decline the offer. The sale becomes binding only when you accept our offer, whether or not the form is completed, partly completed or unsigned. Sending items or submitting the form does not itself bind you to sell or lock in a price.
  11. 11.11 The scrap value calculators on our website are for convenience only. They show an approximate price based on the information you enter and market prices at the time of use, not the time we test the items. A calculator price is not a binding offer. All items must be valued by our experts before a formal offer is made.
  12. 11.12 The cancellation rights in section 6 apply to purchases from us. Before accepting our offer, you may ask us to return your items under section 10.5. Items returned may bear marks or damage from destructive testing you authorised under section 11.4; the gemstone policy in section 11.8 also applies. Once you accept our offer, the sale is binding and there is no cooling-off right under section 6.
  13. 11.13 We will take reasonable care of your consignment while it is in our custody. We are responsible for reasonably foreseeable loss or damage caused by our breach of these terms or failure to take reasonable care. When assessing the value of lost or damaged precious metal, we will consider the available evidence of its weight, purity and scrap market value at the time of the loss or damage, including relevant photographs, receipts, hallmarks and independent assessments you provide. Our own assessment is not conclusive, and the absence of an assessment before a loss does not remove our responsibility. A disputed valuation can be raised under section 16 without affecting your right to seek a legal remedy. The Order-price cap and loss exclusions in section 15.2 do not apply to a scrap consignment. Nothing in this section limits liability which cannot lawfully be excluded or limited, as set out in section 15.1, or makes compensation conditional on payment by our insurer.
  12. OUR ALLOCATED STORAGE SERVICE
  1. 12.1 This section applies in addition to the rest of these terms. To protect stored items from unauthorised or fraudulent withdrawal, all Allocated Storage account holders must provide original proof of identity, proof of address and details of a nominated UK bank account, which is linked to the storage account. This ensures that only the account holder can benefit from the sale or delivery of stored items.
  2. 12.2 Legal and beneficial title to Metal held in storage remains with you at all times. Your Metal is held on an allocated basis: each item bears a unique identifier and is physically separated from other customers' items. Your Metal is not our property, is not used in our business, and would not form part of our assets if we became insolvent.
  3. 12.3 Your Metal is stored in a fully insured, secure vaulted facility operated by us. Vault contents are regularly audited to confirm the physical presence of your items.
  4. 12.4 Items for storage must be selected at checkout. Items eligible for storage cannot be combined with ineligible items in the same Order. A separate Order is required for items to be stored.
  5. 12.5 After your first storage purchase, your client account is upgraded to include an Allocated Storage Section showing the date and contents of your Orders, the current "Sell to Us" guide value of each item, and options to submit Sell to Us or Request Delivery instructions for each item. The guide value updates with the market Spot Price feed shown on our site and may be enhanced by demand for particular items.
  6. 12.6 When you select "Sell to Us" and confirm, our Admin Department is notified and will contact you to set the confirmed sale price based on the current market Spot Rate. Final offers can only be made between 09:30 and 15:30 Monday to Thursday, and 09:30 to 14:30 on Friday, excluding weekends, bank holidays and holiday closures. Once a price is agreed, the items are removed from your Storage Account and proceeds appear in your linked bank account within 3 working days. There is no charge for selling from storage. If you decline the final price, the request is cancelled and the items become active again.
  7. 12.7 Sell from Storage requests are normally accepted, subject to agreeing a final price based on the market Spot Rate. We reserve the right to decline in extremely unlikely situations such as extreme market volatility or disruption to our supply partner network. We decide, at our discretion, what constitutes such disruption.
  8. 12.8 When you select "Request Delivery", our Admin Team will calculate the most cost-effective delivery option based on the vault withdrawal fee and the value of your items, and contact you within 1 working day to agree the option and a delivery date. Delivery from vault is subject to vault handling, shipping and admin charges and we require payment of the charges before dispatch. Delivery is only made to the registered address on your account.
  9. 12.9 In certain circumstances, such as market volatility or restricted access to vaults, we may supply your goods from our own stock to enable faster, more cost-effective delivery.
  10. 12.10 Storage fees are charged under our published tariff:
      • Transfer of Metal from us into the vault: free of charge.
      • Storage after any introductory free storage period stated at checkout (currently 6 months for qualifying orders): 0.65% per annum plus VAT of the total value of items stored, calculated daily, invoiced quarterly in arrears, subject to a minimum charge of £8.50 plus VAT per calendar month. Part months are calculated pro rata.
      • Storage fee invoices are released to you after staff authorisation and are payable within 14 days of that authorisation, by the due date shown on the invoice. If an invoice remains unpaid after its due date and after reminders, we may pass the matter to debt recovery agents, whose costs will be added to the debt. As a last resort, we may sell the lowest value item or items in your account to settle the outstanding charges, and credit any balance to your linked bank account.
      • You may not sell or withdraw items if that would leave items in storage worth less than the charges outstanding on the account. Sale or withdrawal may be restricted automatically on that basis.
  11. 12.11 Additional service charges:
      • Manual password reset: £20.
      • Change of linked bank account details: £50, to cover re-validation under our Know Your Customer procedures.
      • Administering an account with the personal representatives of a deceased account holder: the higher of 1% of the account value or £250 as an initial fee, with any increase agreed with the administrators.
      • Other additional administrative services: £100 per hour, not exceeding one hour's work without your prior authorisation.
      • If validation documents for a storage account containing deposited items are not provided within 7 days of deposit, we may charge a late validation fee of £20 per month until validation is complete.
      • If we must contact your bank to verify information: £25.
  12. 12.12 We may change storage fees at our discretion, on one calendar month's written notice. If we notify a change and you do not accept it, you must give us written instructions within one calendar month of the notice to sell or deliver your stored items, at your cost. If we do not receive instructions within that time, you are deemed to have accepted the change.
  13. 12.13 We may withdraw the Allocated Storage Service for new allocations, and may terminate it for existing users on two calendar months' written notice. If we do, we will work with you to arrange shipment to alternative facilities you specify, at your expense, or to facilitate sale or delivery of your holding.
  14. 12.14 Our ability to provide storage and delivery services may depend on third parties such as couriers and vaulting partners. Services supplied by a third party are that third party's responsibility, and we are not liable for delay or non-performance caused by them.
  13. VAT FREE ALLOCATED SILVER
  1. 13.1 VAT Free Allocated Silver held under a Storage Account is housed in a secure, fully insured vault within the LBMA vault network, to preserve its VAT free status.
  2. 13.2 VAT Free Allocated Silver may be sold in situ using the process in section 12.6. It cannot be removed from the vault for delivery or collection.
  14. YOUR STATUTORY RIGHTS
  1. 14.1 Nothing in these terms affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015.
  2. 14.2 If goods we supply are faulty, not as described, or not genuine, you are entitled to a repair or replacement, or in some cases a refund. In broad terms, you have a short-term right to reject faulty goods within 30 days of delivery. Contact us at [email protected] and we will put things right. These statutory remedies are separate from, and unaffected by, the market risk provisions in section 4.4.
  3. 14.3 For free guidance on your consumer rights, contact Citizens Advice or visit citizensadvice.org.uk.
  15. OUR LIABILITY
  1. 15.1 We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot be excluded or limited under applicable law.
  2. 15.2 Subject to section 15.1, our total liability to you arising in connection with an Order is limited to the price paid for that Order. We are not liable for loss of profit, damage to reputation or goodwill, or other indirect or consequential loss.
  3. 15.3 We are not liable for movements in market prices. You accept that risk when you place an Order, as set out in sections 4.4 and 17.
  16. COMPLAINTS AND DISPUTE RESOLUTION
  1. 16.1 If you are unhappy with any part of your dealings with us, email [email protected] with "Complaint" in the subject line and as much detail as possible.
  2. 16.2 We will acknowledge your complaint within 1 working day and give you the name of the staff member handling it. We aim to resolve complaints within 5 working days. If we cannot, the complaint goes to a senior manager for review, and if it remains unresolved after a further 5 working days, to our CEO for personal attention.
  3. 16.3 We are members of the National Association of Jewellers (NAJ). If we cannot resolve your complaint to your satisfaction, you may refer it to the NAJ's independent dispute resolution service. Details are available at naj.co.uk or on request from us.
  4. 16.4 Using our complaints process, or the NAJ's dispute resolution service, does not affect your right to take legal action.
  17. RISK NOTICE AND NO ADVICE
  1. 17.1 All investments involve risk. We buy and sell Metal based on global market prices, which are outside our control and change frequently. The historical performance of market prices is not a reliable indicator of future prices. The value of Metal can go down as well as up.
  2. 17.2 We are not authorised or regulated by the Financial Conduct Authority and we do not provide investment, financial or tax advice. If you need advice, please contact a regulated independent financial adviser or a suitably qualified tax adviser.
  3. 17.3 Statements we make about the tax status of Metal are based on our understanding of UK tax. We cannot be held liable if UK tax rules change.
  18. ONLINE REVIEWS
  1. 18.1 We welcome honest reviews, including critical ones. You do not need to use our complaints process before leaving a review, and leaving a review will never affect how we handle your orders, refunds or claims.
  2. 18.2 We will never offer an incentive to change, remove or post a review, and we will not ask you to remove a review as a condition of any refund, replacement or remedy.
  3. 18.3 Where a review contains statements we believe are factually wrong or defamatory, we may respond publicly and may ask the platform to remove the content under its own terms.
  19. DATA PROTECTION
  1. 19.1 We process personal data in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003. For the purposes of UK GDPR, the data controller is Group International Limited.
  2. 19.2 Our privacy policy explains what we collect, why, how long we keep it, and your rights, including free access to your data. Our ICO registration number is Z1641079.
  3. 19.3 Retention periods depend on the record and the applicable legal requirement. Investment-gold records covered by HMRC VAT Notice 701/21 are retained for at least 6 years from the transaction; regular-customer records covered by that notice are retained for 6 years following the most recent supply of investment gold. Where anti-money laundering record-keeping requirements apply, the usual period is 5 years after the business relationship ends or the occasional transaction is completed. Other tax, accounting or legal requirements may require different periods. Our privacy policy explains our retention practices; we do not retain personal data indefinitely simply because you have bought from or sold to us.
  20. OTHER IMPORTANT TERMS
  1. 20.1 Force majeure. We are not liable for any failure or delay caused by events outside our reasonable control, including war, terrorism, civil unrest, strikes, fire, flood, storm, epidemic, failure of transport or telecommunications networks, or the acts of any government.
  2. 20.2 Intellectual property. All content on this website is owned by or licensed to us and is protected by copyright. You may copy or print parts of the site for your personal, non-commercial use only, provided you do not modify the content.
  3. 20.3 Communications. We may contact you by email, post or telephone using the details on your account. It is your responsibility to keep those details up to date. Emails we send are deemed received by you, and we keep a record of every email sent. If your email address is wrong, you accept responsibility if we cannot contact you.
  4. 20.4 Transfer. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens, and the transfer will not affect your rights.
  5. 20.5 Severance. If any provision of these terms is found invalid, illegal or unenforceable, that provision will be treated as modified to the minimum extent necessary, or deleted, and the rest of the terms will remain in force.
  6. 20.6 Waiver. If we do not insist immediately that you do anything you are required to do, or if we delay in taking steps against you, that does not mean you do not have to do it, and it will not prevent us taking steps later.
  7. 20.7 Third party rights. No person who is not a party to these terms has any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of them.
  8. 20.8 Changes to these terms. The current version is always on our website. We may change these terms from time to time, and the version in force when you place an Order is the version that applies to it. For a scrap consignment, the version made available to you when you send the items applies to their testing, valuation and any resulting sale; a later website update does not change those terms retrospectively. For an existing storage agreement, publishing revised terms does not by itself amend that agreement; any change must follow its applicable notice and variation provisions and the law. We recommend you save or print the applicable terms for your records.
  9. 20.9 Governing law and jurisdiction. These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute. If you are a consumer, you may also bring proceedings in the courts of the part of the United Kingdom in which you live.