Terms of service
Thank you for shopping with CoinGems.
These full Terms & Conditions govern all sales, pre-orders, shipments, and customer interactions across our online store.
They operate in conjunction with our Short Terms & Conditions available at checkout.
By purchasing from our store, you agree to the full policy below.
1. Business Information
CoinGems
ABN: 5499 5429 296
Email: info@coingems.com.au
Phone: +61 (03) 9191 4911
Postal Address: PO Box 396, Thomastown, VIC 3000, Australia
Website: www.coingems.com.au
2. Product Information & Description Accuracy
We source products from authorised dealers, Australian mints, and trusted global distributors.
We make every effort to ensure descriptions, specifications, and images are accurate; however:
- Minor variations in packaging, capsules, colour tone, and presentation may occur due to minting processes.
- Images may differ slightly from the physical product due to photography environment, lighting and sample coins provided by suppliers.
- Product availability may change without notice due to supplier limitations.
If an item materially differs from the description, customers must notify us within 48 hours of delivery.
3. New Releases, Backorders & Supplier Delays
Many new-release products depend on external dealer allocations and mint dispatch schedules.
Delays can happen due to:
- late arrival from Perth Mint or other mints
- distributor backlogs
- customs or freight delays
- inability of suppliers to fulfil allocations
- worldwide shortages on popular issues
If your item has not been supplied within 60 days of the expected release date, you will be offered:
- continued wait
- full refund
- or alternative item (if applicable)
Backorder deadlines or ETA changes will be communicated via email.
4. Order Acceptance & Payment Verification
We reserve the right to cancel or refund an order if:
- payment is not completed within 48 hours,
- suspicious or fraudulent activity is detected,
- stock becomes unavailable,
- pricing or listing errors occur,
- there are breaches of policy or system abuse.
If cancellation is due to an internal error or stock issue, the customer receives a full refund.
5. Pricing, Fees & Taxes
- All prices are listed in AUD.
- GST is included where applicable.
- Prices may change without notice due to market factors or supplier changes.
- Any payment surcharges charged by payment providers (PayPal, Afterpay, etc.) are non-refundable in the event of a change-of-mind cancellation.
6. Returns, Exchange & Refund Policy
6.1 Faulty or Incorrect Items
If an item arrives damaged, tampered, or incorrectly supplied:
- You must notify us within 48 hours of delivery.
- Provide clear photos of the item and packaging.
- We will assess the claim and offer either exchange, replacement, or refund.
6.2 Change-of-Mind Returns
Change-of-mind returns are accepted only if:
- The item is returned in mint-sealed, unused, and original packaging.
- No sign of tampering, opening, or capsule damage.
- Buyer ships back via tracked & insured post.
Refund will exclude:
- original postage cost
- any payment processing fees
- return shipping costs
Bullion products, items affected by spot price movements, and opened packaging cannot be returned unless defective.
6.3 Cancellations
Orders may be cancelled only if:
- the customer contacts us within 2 hours of purchase,
- the order has not been processed, packaged, or shipped,
- the order does not include bullion products.
7. Afterpay, PayPal and Processing Fees
For change-of-mind cancellations or returns:
- Payment processing fees are retained by the provider (PayPal/Afterpay)
- These fees are non-refundable
- Refund will be: item price minus fees minus postage
We strongly encourage customers to review their order carefully before completing checkout.
8. Loyalty Rewards Policy
- 1 point earned for every $1 spent (excluding bullion, shipping, discounts).
- Points cannot be exchanged for cash.
- Points cannot be earned or used on wholesale purchases.
- If misuse or fraud is detected (duplicate accounts, manipulation), CoinGems reserves the right to revoke reward points.
9. Shipping Policies
9.1 Dispatch Times
Orders are typically shipped within 1–3 business days, except during new-release periods or delays outside our control.
9.2 Signature & Insurance
- Orders above $500 require signature on delivery, so customer need to provide mobile/contact number.
- Orders above $500 include insurance as per our shipping policy.
- Insurance only covers loss/damage during transit.
9.3 Delayed Delivery
Australian Post or couriers may delay delivery due to peak periods, weather, or operational issues outside our control.
CoinGems is not responsible for postal delays once dispatched.
10. Lost or Damaged Parcels
A parcel may be considered lost if Australia Post or the courier confirms it as such after investigation.
If a parcel is lost or damaged:
- We lodge an investigation on your behalf
- Replacements or refunds will only be issued after the carrier completes their investigation
- Investigations can take time depending on the carrier
We cannot compensate for parcels marked as "delivered" unless the carrier investigation supports a claim.
11. Customer Conduct Policy
We reserve the right to cancel and refund any order where a customer engages in:
- abusive, threatening, or disrespectful communication
- aggressive or harassing behaviour
- excessive follow-up messages before dispatch timeframes
- behaviour undermining staff safety or business operations
CoinGems maintains a zero-tolerance policy to ensure a safe and respectful environment.
12. Errors, Omissions & System Issues
We reserve the right to:
- correct typographical errors
- fix pricing mistakes
- cancel incorrect listings
- update product information
- revise ETAs as needed
- cancel orders affected by system errors
Refunds are issued for any cancellations not caused by customer breach.
13. Privacy & Data Collection
- We collect customer data only for order processing, fraud prevention, analytics, and communication.
- We never sell customer data.
- Data is stored securely according to Australian Privacy Principles (APP).
- Payment data is processed only by certified secure gateways (Shopify Payments, PayPal, Afterpay, etc.).
A complete privacy policy is available on request or via our Privacy page.
14. Governing Law
These terms are governed by the laws of Victoria, Australia.
Any disputes will be handled under Victorian jurisdiction.
15. Store Credit & Bank Transfer Bonus Gift Cards
CoinGems may offer store credit or bonus gift cards for eligible bank transfer orders. Eligibility is determined at CoinGems’ discretion and is not guaranteed for all orders.
16. Contact Information
For enquiries, support or returns:
CoinGems – Customer Service
✉ info@coingems.com
✆ +61 (03) 9191 4911
PO Box 396, Thomastown VIC 3074
🌍 www.coingems.com
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