Returns and Cancellations

Issues with Your Purchase?

If you have a problem or concern with your purchase, please contact us within 30 days of the delivery date. As a sole trader, I personally handle all enquiries and will do my best to find a fair solution.

Cancellations

Please choose carefully before placing an order.

  • Discretionary Cancellations: Cancellations for "change of mind" (e.g., buyer's remorse, budgetary changes, or accidental purchases) are not legally required under Australian Consumer Law (ACL) and are granted at the sole discretion of Loose Change Coins.
  • Administration Fees: If a "change of mind" cancellation request is approved prior to dispatch, the refund will be subject to a fixed 10% administration fee to cover non-refundable merchant processing fees and handling costs.
  • Pre-Order Timing: Cancellations cannot be processed within three (3) days of a product’s official release date.

Returns and Refunds

We operate in strict accordance with the Australian Consumer Law (ACL).

  • Consumer Guarantees: If a product fails to meet a consumer guarantee (e.g., it is faulty, damaged in transit, unsafe, or significantly different from the description), you are entitled to a repair, replacement, or refund.
  • Major vs. Minor Failure: For a major failure, you choose the remedy (refund or replacement). For a minor failure, we may choose to repair the item or provide a replacement.
  • Learn More: For further information on your statutory rights, visit the ACCC website.

Return Conditions & Exclusions

To be eligible for a discretionary change-of-mind return or replacement (where approved):

  • Original State: For all collectible coins, original mint packaging, cards, display boxes, and certificates form an integral part of the product. Unless required under the ACL for a faulty item, return rights for change of mind are voided if the item has been removed from its original mint-sealed capsule, bag, or card.
  • Safe Transit: You are responsible for packaging returned goods securely. Returns must be sent in protective padding (e.g., bubble mailers or boxes). Change-of-mind refunds cannot be provided for items damaged in transit due to inadequate packaging, such as standard paper envelopes.
  • Customer Damage & Misuse: In accordance with the Australian Consumer Law, a statutory remedy may be refused if the product has been damaged through misuse, abnormal use, or a failure to take reasonable care of the goods (for example, cracked capsules, adhesive residue, or discarded/damaged original packaging).

Uncirculated & Mint Products

  • Uncirculated Definition: The Royal Australian Mint defines uncirculated coins as those not used as currency. These are mass-produced and may have minor marks, dents, or "bag marks" from the minting and machine-handling process.
  • Toning: Metal toning (oxidation) is a natural chemical process for physical metals and is not considered a manufacturing fault, particularly once a product has been opened or exposed to air.
  • Acceptance of Quality: By purchasing, you acknowledge that minor imperfections (bag marks) are a standard feature of uncirculated coins and do not constitute a "major failure" under the ACL. Except where required by law, refunds or exchanges will not be accepted for these minor industry-standard marks.
  • Milk Spotting (Silver Coins): Milk spotting (white cloudy marks) is a well-documented and natural occurrence that can develop on silver coins during or after the minting process due to the way the silver is cleaned and annealed at the Mint. As milk spotting is an inherent characteristic of silver bullion products and does not affect the silver content or the legality of the coin, it is not considered a manufacturing 'Major Failure' under the Australian Consumer Law.
  • Guarantees: Loose Change Coins cannot guarantee that silver coins will be free of milk spots, and change-of-mind refunds, exchanges, or price deductions will not be offered for coins that exhibit or develop this natural phenomenon.