Summary
A refund returns money for a purchase that was not completed, or for coins that did not reach you as ordered. Once digital gold has been allocated to you, the purchase is complete, and the way to turn it back into money is a sell-back at the buyback rate, which is not a refund.
| Situation | Outcome |
|---|---|
| Failed payment | No order; any debit reversed |
| Duplicate payment | Extra payment refunded in full |
| Paid, but gold not allocated | Order cancelled; full refund |
| Payment after quote expiry | New quote offered, or full refund |
| Supplier failure | Order cancelled; full refund |
| Unauthorised payment | Investigated; refunded where confirmed |
| Coin order cancelled before dispatch | See the coin cancellation section below |
| Coin parcel lost, refused as damaged, or not delivered | Replacement or full refund |
| Completed purchase | See the completed-purchase section below |
All refunds go to the original payment method. Refund timeline: To be published. Final timelines will be set after legal and payment-gateway review. Your bank may take additional time to credit the amount.
Failed payment
If a payment fails, no order is created. If your account was debited, the bank or payment gateway normally reverses it automatically. If SMG did receive the funds, we will refund them in full. Contact support with your transaction reference if the reversal does not appear.
Duplicate payment
If you are charged more than once for the same order, we will refund each duplicate payment in full once identified, whether or not you report it.
Payment successful but gold not allocated
Payment confirmation and gold allocation are separate steps. If gold cannot be allocated to your paid order for any reason, the order is cancelled and the full amount paid, including GST and any fee, is refunded. No gold is credited to your holdings for a cancelled order.
Quote expiry
If your payment is confirmed after your quote has expired, we will not apply a different price without your agreement. We will offer you a new quote at the current rate; if you do not accept it, we will refund your payment in full.
Supplier failure
If our supplier fails to deliver gold for your order and we cannot allocate gold from confirmed inventory, the order is cancelled and refunded in full.
Unauthorised payment
If you believe a payment was made without your authorisation, tell us and your bank immediately. We will investigate, may freeze the related order and account pending the investigation, and will refund confirmed unauthorised payments to the original payment source. Gold bought with an unauthorised payment may be reversed.
Gold coin orders: cancellation before dispatch
Coin prices are fixed at the time of your order, and SMG buys or sets aside the coins for you straight away. You may ask to cancel a coin order before it is dispatched by contacting support.
Gold coin orders: delivery problems
- Lost in transit: we send a replacement or refund the full amount paid for the affected coins, at your choice.
- Parcel looks opened, damaged or tampered with: please refuse it and tell us straight away. Once the courier returns it to us, we send a replacement or refund in full.
- Problem found after opening (for example, the wrong coin, or a coin missing or damaged): tell us within the period stated in the final policy, keeping all packaging and taking photographs. We will investigate with the courier and our packing records, and replace or refund confirmed shortfalls.
- Failed delivery: if a parcel comes back to us because delivery could not be completed, we will arrange re-delivery or a refund. Any re-delivery charge is agreed with you first.
Gold coin returns
Whether, and on what terms, delivered coins in perfect condition can be returned is being decided with legal counsel, and will be stated here before coin orders open. Any return terms will comply with consumer protection law.
Completed gold purchases
Once digital gold has been allocated and invoiced, or coins have been delivered, SMG has procured physical gold at the price you accepted and the purchase is complete.
Sell-back is not a refund
If you no longer want gold you hold, you can sell eligible gold back to SMG at the buyback rate on that day under the Gold Sell-back Policy. This is a new sale: you receive the buyback value, which may be more or less than what you paid, and GST paid on purchase is not returned.
How to request a refund
Contact support with your registered mobile or email, the order ID and the payment reference. Escalations follow our grievance redressal process. Nothing in this policy limits your statutory rights.