FAQ about exchange, revocation and complaints

Table of contents

• Can you cancel your order?
• Can you exchange your order?
• What is the best way to complain about an order? 

Can you revoke your order?

No, when purchasing precious metals the legal right of revocation is excluded according to § 312 g para. 2 No. 8 German Civil Code (BGB). Your order is therefore binding.

If this legal regulation did not exist, customers could speculate against precious metal dealers: If the prices fall after ordering, you revoke your order and the precious metal dealer is left "sitting" on the price loss.

But as always, there are two sides to every coin: We also adhere to the price agreed upon at the time of ordering. If the price increases after your order has been accepted, you can be happy that you have made a bargain.

Can you exchange your order?

Due to the exclusion of the right of withdrawal according to § 312 g para. 2 No. 8 of the German Civil Code (BGB), the right of exchange does not apply. In individual cases, an exchange may be made as a gesture of goodwill. Please note that we will in any case charge you the shipping costs incurred for the pickup and reshipment.

What is the best way to complain about an order?

In such a case, we are sorry that despite careful packing in four-eyes principle under camera recording, it obviously came to a complaint reason. Together with you, we would like to ensure that your complaint is processed quickly, efficiently and to your satisfaction.

Please send us an e-mail to info@goldsilbershop.de with a description of your complaint concern. For example, if an item was damaged during shipping, we ask that you include photos as this is the quickest way for us to arrange replacement.

Has your question not been answered?
We will be happy to answer your individual question. Please contact us for this purpose:
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