Legal
Returns and Refund Policy
Version 1.0 Effective OGN Group (Hong Kong) Limited
This Policy explains when gold can be returned, what we do if something is wrong with your order, and how and when refunds are paid. It forms part of the Terms and Conditions of Sale, and words defined there have the same meaning here.
Summary of key points
- Gold cannot be returned or exchanged for a change of mind or because the price has moved. There is no cooling-off period.
- If an item is damaged, incorrect, incomplete or not as described, tell us within 48 hours of receipt and we will put it right.
- A refund for a faulty item is the price you paid for it, not the market price on the day of the refund.
- Refunds are paid only to the account the payment came from, by bank transfer or FPS. Never in cash.
- We initiate refunds within 2 Hong Kong Business Days of the event that makes them due.
This summary is for convenience only. The full text below is what applies.
Contents
1.No returns for a change of mind
Gold is a commodity whose price changes constantly. Once your order has been priced we have committed to our supplier at that price. For this reason we do not accept returns or exchanges because you have changed your mind, ordered by mistake, found a lower price elsewhere, or because the market price has moved after your order.
Hong Kong law does not give a cooling-off period for online purchases of goods, and we do not offer one.
Your right to cancel before the gold is supplied is separate, and is set out in the Shipping, Delivery and Cancellation Policy. In summary, you may cancel in your account until 8 pm Hong Kong time on your Pricing Date.
We do not operate a buy-back service. A request to return gold that is not faulty will be declined.
2.When we will put things right
We will provide a remedy where, at the time it was handed over, an item:
- was not the product you ordered, or was of the wrong weight or fineness;
- was missing from the consignment;
- was damaged, or its sealed mint packaging was broken or tampered with; or
- did not correspond with its description on your invoice.
The following are not faults: minor surface marks, variations in finish, handling marks and toning that are normal for bullion; differences in mint, year, serial number, packaging or assay card design from the image on the website, unless the product page specified them; and damage caused after handover.
3.How to make a claim
Notify us within 48 hours of receipt, using the contact details below. Give your order number, say what is wrong, and attach photographs.
A continuous video of the sealed parcel being opened is strong supporting evidence and we recommend making one. It is not a condition of your claim, and we will consider every claim on its evidence.
If the parcel itself was torn, opened or tampered with on arrival, you should have refused it or noted the condition on the carrier's record. Tell us if you did.
Keep the item, its packaging, seals and assay card exactly as received. Do not remove an item from its sealed mint packaging, and do not send anything back until we give you return instructions. Gold must never be returned by ordinary post.
We may need to inspect, weigh or test the item, and to make a claim on the carrier or insurer. You must give us any information they reasonably require. We will tell you the outcome as soon as we reasonably can.
A claim made after 48 hours will still be considered, but delay makes it harder to establish that the problem existed at handover, and may prevent a claim on the carrier or insurer.
4.What we will do
Where a claim is accepted we will, at our option and at our cost, collect the item and either replace it with the product ordered or refund the price you paid for it.
A replacement is of the same product, weight and fineness. It is supplied at no further charge and is not repriced.
If a replacement cannot be supplied within a reasonable time, we will refund the price you paid for the item.
We bear the reasonable cost of returning an item under an accepted claim, using the method we specify. An item returned without our instructions, or by a method we did not specify, travels at your risk.
If on inspection we find that the item is as ordered and undamaged, or that the damage happened after handover, we will return it to you and may charge our reasonable, documented costs of inspection and redelivery.
Nothing in this Policy limits any right you have as a consumer under the Sale of Goods Ordinance (Cap. 26), including the implied terms that goods correspond with their description and are of merchantable quality, or any other right that cannot lawfully be excluded.
5.How the amount of a refund is worked out
The amount of a refund depends on why it is being made. It is never recalculated by reference to the gold price on the day it is paid.
| Reason for refund | Amount refunded | Deductions |
|---|---|---|
| Final Price lower than the Estimate paid | The difference shown on your Final Invoice | None |
| Overpayment | The excess over the amount due | None |
| Cancelled by you before the Cancellation Deadline | The amount received for the order | None |
| Cancelled at your request after the Cancellation Deadline, where we agree | The amount received for the order | Our documented costs, itemised |
| Cancelled by us because we cannot supply | All amounts received for the order | None |
| Payment refused: payer could not be verified | The amount received | None |
| Late payment where you choose a refund, or do not respond | The amount received | None |
| Accepted claim for a faulty or incorrect item | The price you paid for the item, with the delivery charge where the whole order is refunded | None |
| Cancelled by us for your breach, including an unpaid Top-up | The amount received for the order | Our documented loss, itemised |
"Documented costs" and "documented loss" mean amounts we have actually and reasonably incurred, such as a loss on reversing the purchase with our supplier, bank charges and reasonable administrative costs. We give you an itemised statement. We do not charge a fixed penalty or a restocking fee.
We do not pay interest on any refund.
6.How refunds are paid
Every refund is paid in Hong Kong dollars by bank transfer or FPS to the account from which the payment was received, in the name of the original verified payer. Where a third party paid for your order, the refund goes to that third party.
We do not refund in cash, by cheque, as store credit, to a different account or to a different person. We will not act on a request to redirect a refund.
If the original account has been closed, we will need to verify the payer again before paying to another account in the same name.
Your bank or an intermediary bank may make its own charge on an incoming refund, which we do not control.
7.When refunds are paid
We initiate a refund within 2 Hong Kong Business Days of the event that makes it due: the issue of your Final Invoice, your cancellation, our cancellation, our refusal of a payment, or our acceptance of a claim and receipt of the returned item.
"Initiate" means that we give the payment instruction to our bank. When the money reaches the receiving account depends on the banks involved and is outside our control.
Where an order or payment is on hold for a compliance reason, a refund is made only after a compliance review and only where the law allows. The period above does not run while the hold continues.
8.Contact us
To report a problem with an order or ask about a refund:
| Company | OGN Group (Hong Kong) Limited |
|---|---|
| Address | Flat E, 5/F, Block 13, Yee Lok Court, 13 South Horizons Drive, Ap Lei Chau, Hong Kong |
| [email protected] | |
| Telephone | [Contact phone] |
| Website | ogngold.com |