Returns and Cancellations

Returns and Cancellations Policy

Issues with Your Purchase?

If you have a problem or concern with your purchase, please contact me 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

We understand that circumstances change; however, please choose carefully.

  • Discretionary Cancellations: Cancellations for "change of mind" (e.g. buyer's remorse, budgetary issues, or accidental purchases) are not legally required under the ACL and are granted at the sole discretion of Loose Change Coins.
  • Administration Fees: If a "change of mind" cancellation is approved, the refund will be subject to an administration fee of 10% (up to a maximum of 20%) to cover non-refundable merchant fees and processing time.
  • Pre-Order Timing: Cancellations cannot be processed within three days of a product’s official release date.

Returns and Refunds

I 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, unsafe, or significantly different from the description), you are entitled to a repair, replacement, or refund.
  • Major vs. Minor: For a major failure, you choose the remedy (refund or replacement). For a minor failure, I may choose to repair the item or provide a replacement.
  • Learn More: For further information, visit the ACCC website.

Return Conditions & Exclusions

To be eligible for a refund or replacement, items must be handled with care while in your possession.

  • Original State: For all collectible coins, the original mint packaging, cards, and certificates are part of the product. The right to a refund is 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). I cannot provide refunds 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 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 process 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." 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.
  • Loose Change Coins cannot guarantee that silver coins will be free of milk spots, and refunds, exchanges, or price deductions will not be offered for coins that exhibit or develop this natural phenomenon.