Return Policy

At CoinGems, we take great care to ensure all products are securely packaged and delivered in the best possible condition.
This Refund Policy outlines when returns, refunds, or exchanges may apply under Australian Consumer Law (ACL).

Change-of-Mind Returns

We offer change-of-mind returns under the following conditions:

• The item must be returned in original, sealed, mint condition
• No signs of opening, tampering, capsule damage, or handling
• Return request must be lodged within 14 days of receiving the item
• Buyer must ship the item via tracked and insured post
• Buyer is responsible for return shipping costs

Change-of-mind refund exclude:

original shipping/postage fee
payment provider processing fees (PayPal, Afterpay, etc.)

Returns that show signs of use or tampering will not be eligible for a refund.

Bullion products cannot be returned for change of mind unless required under ACL.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or materially different from what was ordered:

• Notify us within 48 hours of delivery
• Include clear photos of:
• the item
• packaging any damage or defects
  
  We will assess the claim and advise next steps

If approved:

We will replace the item (if stock is available)
Or issue a full refund
Return postage will be reimbursed if the item is confirmed faulty or incorrect

Important:
Australia Post investigations may be required for lost/damaged parcels.
Refunds/replacements are issued after courier investigation is completed.

Items Returned Without Approval

Items returned without prior authorization:

will not be accepted
will not qualify for a refund
may be returned to sender at the buyer’s expense

Always contact us before returning any item.

Insurance & Lost Parcels

If you purchased "Postage with Insurance”, your order is insured for its full value.

Without purchased insurance:

Australia Post provides a maximum of $100 compensation
Refunds cannot exceed this amount if the parcel is lost or damaged in transit

CoinGems cannot compensate beyond the insured value.

Refund Processing Time

Once your return is approved and the item is received back:

Refunds are issued promptly
Processing time for funds to appear depends on your bank or payment provider

PayPal, Afterpay, and bank delays are outside our control.

Exchanges

If you wish to exchange an item:

Return the item under the conditions above
Once accepted, you may place a new purchase for the replacement item

Exchanges cannot be processed directly through the returns system.

COINGEMS STORE CREDIT & GIFT CARD POLICY

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Store Credit & Gift Card Policy

At CoinGems, we aim to offer a smooth and customer-friendly experience for all purchases.
To support this, we provide Store Credit via Gift Cards as a flexible way to reward our customers or offer alternatives to refunds.

All store credit issued by CoinGems is provided in the form of a CoinGems Digital Gift Card, which can be redeemed on any future order.

How Store Credit Works
Store credit is issued as a CoinGems Gift Card.

• It does not expire.
• It can be used partially or fully, and any remaining balance will automatically stay available.
• Multiple gift cards can be used in one order.
• Store credit cannot be redeemed for cash.
• Store credit can be used on  coingems.com only and cannot be used at any other merchant or store.
  
  When We Issue Store Credit
  1. Bank Transfer Bonus (Eligible Orders Only)

Some orders paid via Bank Transfer (EFT) may receive a CoinGems Bonus Gift Card as part of our promotional or loyalty program.

This bonus is not automatically applied to every bank transfer order.
Eligible orders or selected products may receive a small bonus amount (e.g., 1.5% of the order value) issued as a CoinGems Gift Card, which can be used on future purchases.

Eligibility is determined by CoinGems based on:

• Order value
• Product type
• Transaction history
• Current promotions
• Store policy at the time of purchase

If an order qualifies, the customer will receive the bonus gift card by email after payment is confirmed.

Refund Alternative (Store Credit Instead of Refund)

If a customer requests a refund, CoinGems may offer store credit as an alternative.
Store credit issued for refunds:

Will match the full refundable amount
Can be used on any future purchase
Keeps you protected from PayPal/Shopify fee deductions
Encourages continued loyalty

Store credit for refunds will be clearly marked as “Refund Credit”.

How to Redeem Store Credit
Add items to your cart
During checkout, enter your Gift Card Code
The credit will automatically apply
Any remaining amount stays available for future orders
You may combine store credit with other payment methods

Important Terms

• Store credit is non-refundable once issued
• Store credit cannot be converted back to cash
• Store credit is closed-loop (usable only at CoinGems)
• CoinGems will not replace lost or deleted gift card emails, but we can re-send the code upon request
• Gift card balances must remain fully funded by CoinGems (Shopify requirement)
  Transparency & Compliance

CoinGems follows all Shopify, ACCC, and Australian Consumer Law guidelines regarding:

• Promotional store credit
• Refund alternatives
• Gift card management
• Non-expiring gift cards
• Fair disclosure to customers

For further assistance, you may contact us.

Contact Us

For all refund or return enquiries:

CoinGems - Customer Service
📧info@coingems.com
📞 (03) 9191 4911
 PO Box 396, Thomastown VIC 3074
🌐www.coingems.com