Last Updated: 23/07/2025
1. Important Notice
Golds are investments, not regular products. Their value fluctuates daily. Due to this, we have specific rules regarding returns and refunds.
2. No Refunds for Normal Situations
We cannot Give Refunds For:
- Products that are exactly as described
- Price changes in the market
- Changing your mind after buying
- Needing money for other things
- Economic problems affecting metal prices
- Currency exchange rate changes
Why No Refunds:
- Precious metals are investments like stocks
- Prices change constantly
- Once you buy, it’s a final investment decision
3. When We Might Give Refunds
Product Problems Only: We may consider refunds if:
- Products are not as pure as stated (verified by independent testing)
- Products are fake (confirmed by experts)
- Products weigh significantly less than stated
- Products are damaged due to manufacturing defects
Delivery Problems: We may give refunds if:
- Products are damaged during shipping (report within 48 hours)
- Products are not delivered despite full insurance
- We sent it to the wrong address due to our mistake
Our Mistakes: Refunds available if:
- We sent the wrong product
- We charged you twice by mistake
- We processed an order after payment failed
4. How to Request a Refund
Steps to Follow:
- Email us within 7 days: returns@singaporegold.com
- Explain the problem clearly
- Send photos and any test results
- Keep all original packaging and certificates
- Wait for our Return Authorisation Number
- Ship products back with full insurance and tracking
What We Need:
- Clear description of the problem
- Photos showing the issue
- All original packaging and papers
- Proof of purchase
5. Our Refund Process
How Long Does It Take:
- We inspect returned products: 14 business days
- We tell you our decision: 3 business days
- We process approved refunds: 7-10 business days
- Total time: Maximum 30 business days
For Complex Cases: Some cases need independent testing, which may take up to 60 business days.
6. How We Calculate Refunds
If We Approve Your Refund:
- Full purchase price back
- Original shipping costs back (if our mistake)
- Return shipping costs back (if our mistake)
- No deduction for market price changes
For Minor Problems:
- Partial refund based on the problem
- Option to keep product with price adjustment
- We’ll discuss and agree on fair solution
7. Other Options
Buyback Service:
- We’ll buy back products you bought from us
- Based on current market prices
- Products must be in good condition
- Separate process from refunds
Exchange Service:
- Exchange for manufacturing defects only
- New products priced at current market rates
- You pay or receive difference in price
8. Non-Refundable Services
Consultation Fees: Cannot be refunded:
- Investment advice sessions
- Market analysis reports
- Storage and insurance advice
- Personal consultation meetings
9. Special Circumstances
When We Might Pause Refunds:
- Extreme market price swings (over 10% per day)
- Government changes affecting precious metals
- Natural disasters affecting our operations
- Major supply chain problems
During These Times: We’ll work with you to find fair solutions and may extend processing times.
10. If You’re Not Happy
Our Process:
- Contact customer service first
- Speak with our manager if needed
- Escalate to senior management
- Use Singapore mediation if still not resolved
- Singapore courts for final decisions
11. Important Records
What We Keep:
- All purchase and refund records for 7 years
- Photos and inspection reports
- Email and phone conversations
- Independent test results
Your Copies: You can request copies of your refund records anytime.
12. Policy Changes
How We Update This Policy:
- Major changes: 60 days notice
- Minor updates: Posted on website immediately
- Changes don’t affect completed transactions
13. Contact us
For Refund Questions:
Email: returns@singaporegold.com
Phone: +65 63735678
Hours: Monday-Friday, 9 AM to 6 PM Singapore time
For Management Issues:
Email: management@singaporegold.com
For Legal Matters:
Email: legal@singaporegold.com
13. Final Notes
Remember:
- Precious metals are investments, not regular purchases
- Prices go up and down – this is normal
- Most sales are final once completed
- We’re here to help with genuine problems
- Keep all your purchase documents safe
Our Commitment: We want you to be confident in your investment. While we can’t control market prices, we promise to treat you fairly and follow these policies consistently.
Compliance Statement
These policies follow Singapore laws, including:
- Personal Data Protection Act (PDPA)
- Consumer Protection Fair Trading Act
- Ministry of Law’s precious metals regulations
We review these policies regularly to make sure they stay current with laws and regulations.