An Honest Policy.
Clearly Stated.
Gold and silver are live-priced commodities. Our returns policy exists to protect both parties in a market that never stops moving. We explain the reasoning here — not just the rules.
All Sales Are Final. Here Is Why.
Gold and silver are traded on live global markets. The price changes every second of every trading day. The price you pay at the moment of purchase reflects the live spot price at that exact moment — it is fixed to your order and cannot be revisited.
If we accepted returns, we would be exposed to a scenario where a customer purchases at a high price, the price falls, and they return the metal to receive a refund at the higher price. This is not a theoretical risk — it is a well-known vulnerability in the precious metals retail market. Our no-refund policy exists to protect the integrity of pricing for all customers.
This policy is consistent with every major gold retailer globally — from The Royal Mint and PAMP Suisse to regional dealers across the GCC. It is also consistent with Islamic commercial principles around price finality (thamanul mithl) in commodity transactions.
If your circumstances change after purchase, Amanah offers a sell-back option at live market rates — full details below.
Two Situations Where We Will Make It Right.
These are not loopholes in our policy — they are our obligations. If we made a mistake, or if a coin arrives damaged, we will resolve it without argument.
Wrong Item Shipped
If the item you receive is materially different from what you ordered — a different coin, a different weight, a different metal — contact us within 48 hours of delivery. Provide clear photographs and your order number. We will arrange collection and despatch the correct item at no cost to you. Where a replacement is not possible, a full refund will be issued.
Damaged on Delivery
If a coin or bar arrives with damage that is attributable to transit — not normal handling or the striking process — contact us within 48 hours of delivery. We require photographic evidence of both the outer packaging and the item itself. Damage must be clearly distinguishable from the natural characteristics of a struck coin. Each case is assessed individually and fairly.
Note: Normal striking characteristics — minor surface variations, edge marks, or toning — are not considered damage. Every coin is inspected and photographed before despatch. Tamper-evident assay seals that have been opened void all damage claims.
If Your Circumstances Change, Here Are Your Options.
A no-refund policy does not mean you are without options. Your gold retains its value and remains accessible through multiple routes.
Store It in the Vault
If you purchased for physical delivery but no longer need delivery, contact us before despatch and we will re-route your order to vault storage at no charge. If the item has already been despatched, it can be returned to vault storage once received — subject to standard vault registration.
About the Amanah VaultRequest a Sell-Back
Amanah offers a sell-back service at any time. We will quote you a buyback price based on the current live Dubai spot price, adjusted for minting, handling, and operational costs. Settlement is available in AED, GBP, or USD. See full sell-back terms below.
See sell-back policyGift or Transfer Ownership
Gold coins make exceptional gifts — for Mahr, Eid, weddings, or milestones. If you purchased and wish to transfer ownership, your IDCC certificate can be updated to reflect the new holder. Contact us to arrange a certificate transfer. No additional fees apply.
What Happens If Your Order Is Stopped at Customs?
International customs authorities operate independently of Amanah and occasionally hold, delay, or return precious metals shipments. This is outside our control and is not grounds for a refund.
If your shipment is returned to us due to unpaid customs duties, refused delivery, or government restrictions, your gold or silver will be re-registered under your vault account and treated as vaulted stock. Your ownership is never affected.
From the vault, you have two options: request re-delivery to a new address (new delivery fee applies), or request a sell-back at current market rates. Any settlement after a sell-back will exclude currency conversion fees, bank charges, or exchange rate differences.
We strongly recommend using Vault Storage if you are uncertain about your country's gold import regulations. Vault storage completely eliminates customs risk.
Design Fees Are Non-Refundable.
Custom minting involves significant upfront work — design, die creation, proofing, and specialist tooling. Once this work has begun, these costs cannot be recovered regardless of whether production proceeds.
Design fees and die fees are therefore non-refundable in all circumstances. Production timelines vary based on quantity and complexity — we will confirm timescales before work begins. All custom designs must comply with UAE regulations and Islamic principles.
Your Gold Always Has a Buyer.
Amanah offers a standing sell-back programme for all coins and bars purchased from us. If you wish to sell, contact us through your account or via email and we will provide a quote within one business day.
Sell-back prices are based on the live Dubai market spot rate at the time of the buyback request. We apply deductions to reflect minting, handling, and operational costs — consistent with industry practice at major global gold retailers. Amanah does not buy back at pure spot price.
Coins must be returned in their original tamper-evident assay card. Opened, damaged, or unsealed assay cards may affect the buyback valuation. Settlement is available in AED, GBP, or USD via bank transfer. Cryptocurrency settlement may be available on request.
In the Event of a Customer's Passing.
Gold is often purchased as a long-term asset and may form part of an estate. Amanah has a clear process for next-of-kin and estate representatives to claim or manage vaulted holdings.
In the event of a customer's death, a legal next-of-kin or estate representative must contact Amanah. The following documents are required:
- Death certificate (original or certified copy)
- Emirates ID or passport of the claimant
- Proof of legal authority — court order, inheritance certificate, or equivalent
Amanah will hold the assets for up to one year while awaiting official claim and verification. After one year, Amanah may liquidate the assets to cover storage, administrative, and legal holding costs. Any remaining balance will be held for the estate.
Sūrah Āl ʿImrān, 3:185
We will always give you a straight answer.
If you have a specific situation not covered here — a damaged item, an estate query, a customs issue, or anything else — please contact us directly. Every case is considered on its own merits.
