General terms and conditions

  1. Scope


The General Terms and Conditions of Sale (hereinafter ‘GTCS’) apply to all the orders placed and agreements concluded (hereinafter ‘order’) via the online shop (hereinafter ‘’). reserves the right to modify the GTCS. The version of the GTCS that applies is the one valid when ordering. It cannot be unilaterally modified for the concerned order.

2. Offer


The offer is aimed at private or legal persons who have their residence or home office in Switzerland, Liechtenstein or in a EU country. The products can only be delivered to addresses that are located within the above-mentioned geographical territories.

The offer is valid as long as it appears on the online shop, within the limit of available stocks. Changes in prices and ranges are possible at any time. The images that appear in adverts, flyers, on the online shop, etc., and all the information about the products are presented for illustrative purposes only and are not contractual. The specific information on the product packaging are decisive.

3. Prices


The prices appear in the currencies available on the online shop, value added tax (VAT) included, if applicable.

The price of the ordered product is freely determined by the company, on the basis of the spot price of the metal concerned; the spot price is updated several times per day by the company. The price of the order includes, in addition to the price of the product, file and seals fees which are fixed at a flat rate according to the information that appears on the final order.

The price which is indicated on the online shop when ordering prevails.

The additional chargeable services such as delivery, excess weights, insurance, etc., appear separately in the cart and on the invoice.

General Terms and Conditions of Sale

4. Order


Displaying products on the online shop is not legally binding. The online catalogue is presented for information purposes, in order to encourage customers to order products through this means. reserves the right to restrict delivery quantity for some products or cancel delivery should a product be unavailable for sale and delivery. cannot guarantee product supply at any time. Our company cannot be held responsible for supply restriction which may not call into question the validity of the order or allow the customer to submit any claim. In case a product ordered by to their suppliers is not available, the company informs the customer as soon as possible. The customer may either choose to buy another kind of product, within the limit of available stocks, or wait until the product is available again, at the same price. Within three months at the latest, should the ordered

product still be unavailable, would refund the customer with the initial amount that appears on the order form of the item concerned.


Any order is considered as an application for conclusion of a contract with

Once the order is placed, the customer will automatically get a receipt of notice which will confirm that has received the order. The customer will not have the possibility to complete or cancel the order any more once the order has been processed in one of our logistics centres. may, without any justification, refuse all or any part of the order. In that case, the customer will be informed and paid back for the potential payments already made. The products which are temporarily out of stock cannot be booked unless it is explicitly mentioned on the online shop.

General Terms and Conditions of Sale

5. Conclusion of the contract

Conclusion of the contract

The contract is concluded upon actual receipt of an email confirming the order from Once the order is ready to be shipped from the logistics centre, the customer will receive a shipping confirmation by email. The customer will then be able to follow his/her order on the ‘Dashboard’ page of his/her account on

General Terms and Conditions of Sale

6. Delivery


Delivery area

The customer’s delivery address must be located either in Switzerland, Liechtenstein or in a EU country.

Delivery times

General Terms

Products can be delivered either in a Gold Service office or at the customer’s home address. The company sends the products by registered mail with an acknowledgement of receipt and against signature; the products ordered are insured. The shipping costs will be charged to the customer and may be modified at any time by should the value and/or the weight of the parcel be outside the price list accepted when ordering. The product delivery will only be possible against full payment of the order. Failing that, the company may withhold the delivery and respectively claim damages. Should the customer be unable to collect his/her order on the delivery place chosen and/or within 4 weeks after ordering, may charge the client for shipping (return delivery), guards, storage insurance, since we cannot keep products in our offices beyond the 4-week deadline.



There will be no shipping on Sundays or any national public (Switzerland and France) or canton (Switzerland) holiday.

If the customer is not on site upon delivery of the products and if he/she has not given any specific instructions for delivery, the products will be sent back to the sender or stored in a collecting point chosen by The customer is responsible for the products delivered, even if he/she has not taken delivery himself/herself.

Delivery in a Gold Service office

The customer may request order delivery in a Gold Service office. In that case, the customer will choose an available collecting point in the drop-down list when filling in the delivery address. The customer must go, within 4 weeks, to the Gold Service office which will have been notified beforehand.

No responsibility is accepted for any damages suffered by the customer in the event of loss, theft, abuse, etc., after collection of the parcel.

Any order which has not been collected on time will not be refunded. The customer will be solely responsible for any order that is collected late; warranty claims shall not apply in the event of defects.

The customer must check the quality of the product as soon as it has been delivered. If no dispute is raised within 24 hours after the collection of the parcel or on checking before an employee of the company, the customer shall be deemed to accept the product as is and will lose all his/her rights to any warranty and further contestation.

Returns are not accepted. For any further information or claim, the customer should only address the customer service of

Delivery costs

The delivery costs depend on the value of the products ordered. The delivery costs that apply are those communicated on the online shop during the order process. The delivery costs appear in the cart and on the invoice as separate entries. will be discharged from its delivery obligation in the event of force majeure, in particular in the event of war or strike. In that case, the order will be cancelled and the price of the product (excluding file, seals, shipping and insurance costs) will be refunded to the customer within ten working days, by bank transfer to the account communicated by the customer.

General Terms and Conditions of Sale

7. Guarantee

Guarantee guarantees that its products come directly from refineries and/or suppliers that have certifications and accreditations from the main national or supranational authorities on product quality and process, environment, resources, training and security.


There is no general right of return for defect-free and correctly delivered products.

General Terms and Conditions of Sale

8. Claims


Should some products be delivered with damages visible on the packaging or the content, the customer shall immediately inform the deliverer and refuse receipt notwithstanding his/her rights to guarantee against defects. The customer shall imperatively request a damage confirmation notice from the deliverer. All damage caused by shipping must be immediately noticed to the customer service of


Furthermore, it is the responsibility of the customer to check the products ordered immediately upon receipt. In the event of defects or deviation from the order, the customer shall inform the customer service of on the day of delivery, either by phone (+41 32.910.90.50) or email ( reserves the right to require defect proof.

General Terms and Conditions of Sale

9. Right of withdrawal

The right of withdrawal does not apply to the purchase of products or services which have a price that depends on the changes in the financial market rates which may occur during the withdrawal period (example: purchase of precious metals).

General Terms and Conditions of Sale

10. Payment options

Payment options

Payments must be made in the currency chosen on order validation.

Electronic payments

We do accept the following means of payment: credit card (Visa, Mastercard), debit cards (Postcard, Maestro) and all bank transfers.

If the customer is overdue in making full or partial payment, the order will neither be prepared nor delivered until it is fully paid by the customer.

In case of late payment or dispute about an existing order, has no obligation to accept any new order or deliver any pending order.

In the event of late payment, reserves the right to charge the customer with reminder fees and interest rates. The customer will be charged with all the costs linked to debt recovery. In case of unsuccessful warnings, the amounts invoiced may be transferred to a debt collecting agency. The debt collecting agency will assert the amounts outstanding in its own name and for its own account. It may charge additional file costs and interest rates from the due date.

General Terms and Conditions of Sale

11. Applicable law and place of jurisdiction

Applicable law and place of jurisdiction

Swiss substantive law shall apply to the legal relationship between the company that represents and the customer, excluding the provisions on legal disputes and those of the Vienna Convention.

The place of jurisdiction for private and legal persons is La Chaux de Fonds.

General Terms and Conditions of Sale

12. Contact and customer service

Contact and customer service

Do you have any question? Visit our FAQ page to read the most common questions and answers!

For any other question, please contact the customer service of either by phone (+41 32.910.90.50) or email (