Return & Cancellation Policy

Return Policy

Aurora Gold & Silver accepts returns on eligible items within 5 business days of confirmed delivery. To be eligible for a return, the item must be in its original, unaltered condition and in its original packaging. Items that have been removed from sealed packaging, altered, or show signs of handling beyond reasonable inspection are not eligible for return.

 

Shipping charges paid at the time of the original order are non-refundable. The customer is responsible for return shipping costs unless the return is due to an error on our part.

 

Returns are processed within 3–5 business days of receipt of the returned item. Refunds are issued to the original payment method.

 

All returns are subject to the Market Loss Policy described below.

 

Exchange Policy

If you are not satisfied with your purchase, we will exchange it for another item of equal or greater value within 5 business days of confirmed delivery, provided the item is in its original packaging and condition. To initiate an exchange, contact our customer service team by phone or email. Contact information is listed on our website.

Order Cancellations

Because precious metals prices are locked at the time of order confirmation, cancellation requests are subject to our Market Loss Policy. Once an order has been confirmed with a confirmation number, you may not cancel the order without accepting responsibility for any market loss incurred.

 

To request a cancellation, you must contact us by phone before your order has been shipped. Cancellation requests submitted after shipment cannot be accepted — the item must be returned following our Return Policy once delivered.

 

Market Loss Policy

The market loss policy exists to protect Aurora Gold & Silver from financial exposure caused by price movements between order confirmation and cancellation or return.

 

When a cancellation or return is approved, Aurora Gold & Silver will calculate the current market value of the returned items at the time the cancellation or return is processed. If the current market value is lower than the price paid at the time of order confirmation, the customer is responsible for the difference. This amount will be deducted from any refund issued.

 

If the current market value is higher than the price paid at confirmation, no market loss fee applies and the full purchase price is refunded (less original shipping charges).

Items Damaged in Transit

If your order arrives damaged, do not discard the original packaging or any packing materials. Contact us within 3 business days of delivery with your order number and photographs of the damaged item and packaging. We will file a claim with the carrier and work to resolve the issue, including replacement or refund as appropriate.

 

Incorrect Items

If you receive an item that does not match your order confirmation, contact us within 5 business days of delivery. We will arrange for the correct item to be shipped and provide a prepaid return label for the incorrect item at no cost to you.