This policy explains when Agate Precious Metals accepts returns, exchanges, refunds, cancellations, and bullion buyback requests. Product eligibility depends on whether an item is bullion, a non-bullion accessory, a custom or limited-release item, or an order affected by shipping damage, a pricing error, or another error on our part.

1. Return Policy at a Glance

2. Eligible Non-Bullion Returns

Non-bullion items may include coin holders, display cases, tubes, capsules, storage supplies, and similar accessories. An eligible non-bullion item may be returned when all of the following conditions are met:

• You contact Agate within seven (7) calendar days of delivery.
• The item is unused, undamaged, and in resalable condition.
• The item is returned in its original packaging, when applicable.
• Agate authorizes the return and provides return instructions or an RMA number before shipment.
• The package is securely packed and shipped with tracking.

Refunds for eligible accessories

• A return received within three (3) calendar days of delivery may qualify for a full refund if the item is resalable.
• A return received on days four (4) through seven (7) may qualify for a refund less a 15% restocking fee.
• Return shipping costs are not refundable unless the return is caused by an Agate error, an incorrect item, or an item that arrived defective.
• Approved refunds are issued to the original payment method within five (5) business days after inspection.

Exchanges

An exchange may be available for an eligible accessory if the requested replacement is in stock. Any price difference will be charged or refunded as applicable. If the replacement is unavailable, we may process an eligible refund instead.

3. Bullion Sales and Buybacks

For this policy, bullion includes gold, silver, platinum, palladium, Goldbacks, bullion bars, bullion coins, rounds, and other products whose value is substantially connected to precious-metal content or current market prices.

Bullion sales are not eligible for ordinary returns or buyer’s-remorse refunds after purchase. This is because market prices can change after an order is placed and because bullion may be purchased, hedged, or reserved specifically for an order.

This restriction does not prevent a refund for an Agate error or a cancellation handled under the pricing and technical error provisions in Section 6.

Agate may offer a separate buyback transaction for qualifying bullion. A buyback is not a return or a refund of the original purchase. Buyback terms are quoted separately and may depend on:

• Current spot price and market conditions when Agate receives and inspects the metal.
• Authenticity, condition, packaging, product type, and market demand.
• A commission or spread, generally between 2% and 3% depending on the product and quote.
• Whether Agate is able to verify the item and complete the transaction.

To request a buyback quote, contact [email protected] before shipping. We will provide instructions, including the applicable quote, shipping requirements, and payment method. Do not send bullion without authorization. Items showing tampering, alteration, cleaning, damage, or authenticity concerns may be refused or assigned a reduced offer.

4. Damaged, Lost, Incorrect, or Defective Orders

Agate inspects order issues individually. If your package arrives visibly damaged, appears tampered with, contains the wrong item, or an item is defective, contact us as soon as possible.

1. Keep the shipping carton, packaging materials, labels, and contents.
2. Take clear photographs of the package, damage, packing materials, and product.
3. Contact [email protected] within 48 hours of delivery for a damaged-package report.
4. Wait for our instructions before discarding packaging or returning the product.

Agate may file a carrier claim when appropriate. A replacement or refund will be considered after the facts and, where applicable, the carrier claim are reviewed. For a package reported as lost, carrier investigation time may be required before a claim can be resolved.

5. Items Not Eligible for Return

Unless required by applicable law or caused by an Agate error, the following are not eligible for ordinary return or refund:

• Bullion and other market-priced precious-metal products, as described in Section 3.
• Custom, personalized, special-order, or made-to-order items.
• Limited-edition, presale, clearance, or products marked “final sale” at the time of purchase.
• Items used, altered, cleaned, damaged, or mishandled after delivery.
• Items returned without prior authorization.
• Eligible accessories requested or shipped after the seven-day return period.

6. Order Cancellations

Customer-requested bullion cancellations

A bullion order may be canceled within one hour of purchase if it has not been packed or otherwise committed. After that time, cancellation may be unavailable or may be subject to a market-loss charge reflecting a decline in the market value between the order and cancellation. We will disclose any applicable charge before processing the cancellation.

Customer-requested non-bullion cancellations

A non-bullion order may be canceled at no charge before it ships. Once shipped, the order is subject to the eligible-return rules in Section 2.

Pricing and technical errors

A genuine pricing or technical error may cause an item to display or process at an incorrect price. Examples include typographical or calculation errors, incorrect supplier pricing data, inventory update failures, and a system defaulting to an unintended price instead of marking an item unavailable.

To the extent permitted by applicable law, Agate may correct an incorrect listing and decline or cancel affected items before shipment, including when an automated order confirmation has been sent or payment has been collected. We will promptly notify you using the contact information provided with your order and explain the error and cancellation.

• If the entire order is canceled: We will refund the full amount you paid, including taxes, shipping, handling, and any other order charges.
• If only part of the order is canceled: We will refund the amount paid for the canceled items, related taxes, and shipping, handling, or other charges attributable to those items. We will not impose additional shipping charges because of our cancellation.
• No fees for our error: No restocking fee, market-loss charge, cancellation fee, or payment-processing fee will be deducted from a refund caused by an Agate pricing or technical error.
• Refund method and timing: We will issue the refund promptly to the original payment method and within the time required by applicable law. Your bank or payment provider may require additional time to post the refund. If payment was authorized but not collected, we will cancel the authorization rather than collect the payment.

We will not charge a higher price or substitute a different product without your express agreement. You may choose to place a new order at the corrected price, subject to availability; placing another order is not a condition of receiving your refund.

An ordinary change in precious-metal spot prices, or a valid advertised promotion or discount, is not by itself a pricing error. These provisions do not limit any rights or remedies available under applicable law.

Application of this subsection: These pricing-error cancellation terms apply to orders placed after this subsection is published. They do not retroactively change the terms of an earlier order.

7. How to Request a Return or Refund

The return authorization, shipping, and inspection steps below apply when an item needs to be returned. They are not required when Agate cancels an unshipped order because of a pricing or technical error.

1. Contact us at [email protected] or (716) 829-9997.
2. Provide your order number, the item involved, the delivery date, and the reason for the request.
3. Wait for written return authorization and shipping instructions.
4. Pack the item securely and use the shipping method specified by Agate.
5. Include the authorization or RMA number as instructed.
6. Agate will inspect the item after receipt and communicate the approved remedy.

Approved refunds are sent to the original payment method unless another method is agreed in writing. Banks and payment processors may require additional time to post the refund to your account.

Policy note: This page describes Agate Precious Metals’ current store procedures. It does not limit rights that cannot lawfully be waived under applicable law. Product availability, market pricing, carrier requirements, and payment-processing timelines may change. Please review the policy before placing an order.