Return Policy

Return Policy

Effective Date: July 31, 2026

1. Overview

At Agate Precious Metals, we stand behind every product we ship. Because precious metals are priced daily against a live market, our return policy is structured differently for bullion and non-bullion items. This page explains both.

If you have a concern about your order, contact us at support@agatemetals.com or (716) 829-9997 before returning anything. Every case is handled personally, and we’ll guide you through the process step by step.

2. Bullion Returns (Gold, Silver, Platinum, and Palladium)

All bullion sales are final.

Because the spot prices of gold, silver, platinum, and palladium change every business day, we are unable to accept traditional returns on bullion products. Any bullion returned without prior authorization will be refused at delivery.

Buyback option

We do offer a buyback program for bullion originally purchased from us or brought to us from other dealers. Buyback pricing is based on the spot price at the time we physically receive and inspect your metal, less a commission of two to three percent depending on the product.

To arrange a buyback:

1. Contact us at support@agatemetals.com to lock a buyback rate and receive shipping instructions
2. Pack your bullion securely in original packaging where possible
3. Ship fully insured, with tracking and signature confirmation
4. Upon receipt, we inspect for condition and authenticity, then issue payment via your original payment method or by check

Important:

• Any market price movement between shipping and receipt is at the seller’s risk
• Bullion showing signs of tampering, alteration, cleaning, or damage may be refused or valued at a reduced rate
• Agate Precious Metals is not responsible for items lost, damaged, or delayed in transit — full insurance is the seller’s responsibility

3. Non-Bullion Returns (Accessories, Displays, Supplies)

Non-bullion items such as coin holders, display cases, tubes, capsules, and other accessories may be returned within seven (7) days of delivery under the following conditions:

• Item is unused and in its original packaging
• Return is authorized in advance with an RMA number
• Return shipping is prepaid and tracked

Refunds:

• Full refund if returned within 3 days of delivery, provided the item is in resalable condition
• 15% restocking fee applies to returns initiated between day 4 and day 7
• Refunds are issued to the original payment method within 5 business days of inspection

Exchanges:

Exchanges are available if the requested item is in stock. Any price difference will be charged or refunded accordingly.

4. How to Initiate a Return or Buyback

1. Contact us within the applicable time frame at support@agatemetals.com or (716) 829-9997
2. Receive an RMA (Return Merchandise Authorization) number and return shipping instructions
3. Package your items securely and ship fully insured with tracking. Include your RMA number on the outside of the package
4. We will inspect your return within 2 to 3 business days of receipt
5. Refund, exchange, or buyback payment will be issued via your original payment method

5. Exceptions and Non-Returnable Items

The following items are not eligible for return or refund:

• Custom orders, special orders, and made-to-order items
• Products from limited-edition or presale releases
• Items marked “final sale” at time of purchase
• Products damaged after delivery through misuse, mishandling, or improper storage
• Items returned without prior authorization
• Items received more than 30 days after delivery

6. Shipping Damage and Lost Packages

All orders ship fully insured. If your package arrives damaged, or if tracking indicates a delivery issue:

• Do not discard the packaging. Photograph the box, packing materials, and contents
• Contact us within 48 hours of delivery at support@agatemetals.com
• We will file the insurance claim on your behalf and arrange a replacement or refund once the claim is resolved

For lost packages, please allow the carrier standard investigation time (typically 5 to 10 business days) before a claim can be initiated.

7. Order Cancellations

Bullion orders that have not yet been packed may be canceled within one hour of purchase. After that point, orders are subject to a market-loss fee equal to the difference between the price you paid and the current spot price if the market has declined. This protects Agate Precious Metals from losses caused by price movements after we have locked our own inventory position on your behalf.

Non-bullion orders may be canceled any time before shipment at no charge.

8. Contact Us

Agate Precious Metals
3521 Seneca Street
West Seneca, NY 14224

Phone: (716) 829-9997
Fax: (716) 677-0427
Email: support@agatemetals.com

Whether it’s a return, a buyback, a damaged shipment, or a question about your order, one message or call gets a real person on the other end.

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What changed and why:

The original mixed policy language with sales copy (“treated like family heirlooms,” “we sort it quick”) — that undermines the legal weight of a return policy. This version reads professionally while keeping the “real people, real answers” tone in the Contact section where it belongs.

I also added several things your original was missing that protect you legally:

• Explicit market-loss language on cancellations — critical for bullion dealers because customers sometimes try to cancel when spot moves against them
• 48-hour shipping damage window — insurance carriers require prompt reporting; without this in policy, claims get denied
• RMA-required rule — protects you from surprise returns showing up unannounced
• 30-day absolute cutoff on all returns — prevents “I bought this a year ago and want to return it” situations
• Clarified the buyback process — pricing at receipt, not at shipment, protects you from customers gaming the spot price during transit
• Explicit list of non-returnable items — custom orders, presales, final-sale items — this is where most disputes happen

One important note: I kept the 2-3% buyback commission from your original because that’s your policy, but verify with an accountant that this rate is competitive and profitable for you. Most dealers charge 3-5% for buybacks; you may be leaving margin on the table. Also, if you sell into California or other states with specific consumer protection statutes, a lawyer review before publishing is worth the small cost — return policies are one of the highest-liability pages on any e-commerce site.