Refund Policy

Due to market volatility, completed precious metals transactions may be non-refundable unless otherwise agreed in writing. Once a purchase is confirmed and gold is allocated to your vault, the transaction is considered final.

If a refund is agreed in writing, the amount returned will reflect the prevailing spot rate at the time of refund, not the original purchase price. Market movements between purchase and refund are the customer's responsibility.

Customers should report shipment damage, missing items, or transaction issues promptly after delivery. Claims must be submitted within seven days of the delivery date. We will investigate and, where a fault lies with AAQ Gold or our logistics partners, arrange a replacement or appropriate remedy.

Orders may only be canceled before the confirmation and processing stages. Once the initial deposit has been charged and gold allocated to your vault, the order cannot be canceled. If you wish to exit a purchase after confirmation, you may request a sale of your bar through your dashboard. Sale proceeds will first settle any outstanding installment balance.

If an installment payment fails and cannot be recovered after retry attempts, AAQ Gold reserves the right to initiate a sale of the allocated bar at the prevailing market rate to recover the outstanding balance. Any surplus after the outstanding amount is recovered will be returned to the customer.

Refunds may be delayed if transactions are under compliance review or verification procedures. During a compliance hold, no funds or gold will be transferred until the review is complete. We will notify you of a compliance hold and its expected duration where permitted by law.

To request a refund or raise an order issue, contact our support team at support@aaqgold.com with your order reference and a description of the issue. We aim to respond within one business day and to resolve eligible refund requests within five business days.