This policy forms part of DCX Bullion (Pty) Ltd’s (“DCX Bullion”) Terms and Conditions.
DCX Bullion is committed to operate the business in compliance with the terms of the Consumer Protection Act and all policies are subject to the applicable law.
This Return Policy must be read in conjunction with the DCX Bullion Terms and Conditions, Shipping and Delivery, Cancellation and Refund policies and all definitions and interpretations must be read as defined in the Terms and Conditions Policy.
1. Liability for subsequent defects and returns Policy
1.1. This clause is only applicable to any Customised Goods and products other than the standard physical bullion which forms part of our standard product catalogue defined herein as Goods, for instance customised bullion products and / or special gift packaging, boxes or bullion casings.
1.2. In terms of our standard physical bullion / Goods as defined in our Terms and Conditions and set-out in our standard product catalogue, including the one ounce medallions of either Gold or Silver provided through the Monthly Medallion Club, the option to cancel your order and returns products is not available once you have received the Goods or your Goods have been delivered to the Vaulting facility in instances where you have selected the Vaulting option.
1.3. All our physical bullion as described in our product catalogues and defined herein under Goods, are of the highest quality as per the specified grade and components reflected on your bullion certificate received by you on purchase of the Goods. The DCX Bullion certificate received with your Goods serves as your warranty for the stipulated grade and quality of the product.
1.4. Should you dispute the quality of the Goods, the onus is on you to proof that the product is substandard. You can submit a formal complaint to firstname.lastname@example.org together with proof of your claim. Which complaint will be treated as a serious legal matter and dealt with by our legal department.
1.5. We will repair or replace Customised Goods which fail to comply with the provisions of the Consumer Protection Act 2008 or which show a defect. If you claim that the item is defective, the following conditions apply:
1.5.1 the defect must be reported to us within 7 (seven) days after receiving the Customised Goods;
1.5.2 the defect results only from faulty design or manufacture;
1.5.3 you have returned the defective Customised Goods or parts to us if we have so requested.
1.6. If we agree that we are liable, we will refund the cost of carriage and will repair or replace the Customised Goods free of charge.
1.7. If we repair or replace the Customised Goods, you have no additional claim against us either under this agreement or by statute or common law, in respect of the defect.
2. Customised Goods returned
These provisions apply if you return any Customised Goods as stipulated in clause 1 above to us for any reason:
2.1. We do not accept returns unless there was a defect in the Customised Goods at the time of purchase, or we have agreed in correspondence that you may return them.
2.2. The defect must be reported to us within 7 (seven) days after receiving the Customised Goods.
2.3. The Customised Goods must be returned to us as soon as any defect is discovered but not later than within 21 days after receipt of the Customised Goods.
2.4. So far as possible, Customised Goods should be returned:
2.4.1 with both Customised Goods and all packaging as far as possible in their original condition;
2.4.2 securely wrapped;
2.4.3 including our delivery slip;
2.4.4 at your risk and cost.
2.5. You must notify us by email message to email@example.com that you would like to return with return policy the Customised Goods, specifying exactly what Customised Goods and when purchased, and giving full details of the defect or other reason for return with the return policy. We will then issue a returns note. If you send Customised Goods to us without a returns note, we may not be able to identify sufficient details to enable us to attend to your complaint.
2.6. In returning faulty Customised Goods please enclose with it a note clearly stating the fault.
2.7. If we agree that the Customised Goods are faulty, we will:
2.7.1 refund the cost of returns carriage;
2.7.2 repair or replace the Customised Goods as we choose.
3. Contact information
To arrange an exchange or returns please email firstname.lastname@example.org with your order details as stipulated in the policy above.
Kindly ensure that you read this Return Policy in conjunction with our Cancellation and Refund policies to understand the process and your rights in terms of returns.