GOLD FACTORY

Terms & Conditions

Privacy, Delivery, Returns & Website Policies

Last updated: 17 August 2026

These Terms & Conditions apply to purchases and transactions made in-store at Gold Factory, 294 Farnham Road, Slough, through normal online shopping at www.goldfactory.co.uk, through Click & Reserve, and through any other Gold Factory sales channel expressly offered by us. Normal online shopping and Click & Reserve are separate ordering routes and the terms that apply to each are set out below.

Gold Factory Limited

Company Number: 03910743

Registered Office & Store: 294 Farnham Road, Slough, England, SL1 4XL

Telephone: 01753 536800

Email: sales@goldfactory.co.uk

Website: www.goldfactory.co.uk

1. ABOUT GOLD FACTORY AND THESE TERMS

Gold Factory Limited is a UK jewellery retailer. Our current activities covered by these Terms include the sale of gold, silver, platinum and diamond jewellery; natural and laboratory-grown diamonds; gold bullion; made-to-order and bespoke jewellery; CAD jewellery design; personalisation and engraving; jewellery repairs, restoration, cleaning, polishing and plating; valuations & estimates; gold, silver, platinum and diamond buying; jewellery part exchange; piercing; Click & Reserve; delivery; returns; and related website services that are expressly offered by Gold Factory.

These Terms & Conditions form the principal terms governing:

• use of www.goldfactory.co.uk;

• online purchases;

• in-store purchases;

• normal online shopping and full-payment website orders;

• Click & Reserve reservations;

• pre-orders and made-to-order jewellery;

• bespoke, CAD-designed, personalised, engraved, altered and resized jewellery;

• jewellery repairs and workshop services expressly offered by us;

• valuations & estimates;

• jewellery part exchange;

• gold, silver, platinum and diamond buying;

• gold bars, coins, sovereigns and other bullion products;

• promotional offers expressly shown by us;

• customer accounts;

• delivery;

• returns and refunds;

• privacy and personal data;

• cookies and marketing preferences; and

website content and intellectual property.

By using our website, placing an order, making a reservation, requesting a service, selling an item to us, entering into a part-exchange transaction or otherwise entering into a contract with Gold Factory, you agree to the applicable provisions of these Terms.

Nothing in these Terms removes or restricts any statutory right that cannot lawfully be excluded or restricted.

PART A – DEFINITIONS AND GENERAL CONDITIONS

2. DEFINITIONS

In these Terms:

“Gold Factory”, “we”, “us” and “our” mean Gold Factory Limited.

“Website” means www.goldfactory.co.uk.

“Normal Online Order” means a website order where the customer completes the purchase online by paying the full amount due through the payment method offered for that transaction and the goods are supplied by delivery.

“Click & Reserve” means the separate website reservation service under which the customer pays 10% online to reserve an eligible item and completes the purchase in person at Gold Factory by paying the remaining balance in store.

“Customer”, “you” and “your” mean the person purchasing, ordering, reserving, selling, part-exchanging, commissioning or otherwise dealing with Gold Factory.

“Consumer” means an individual acting mainly for purposes outside their trade, business, craft or profession.

“Trade Customer” means a person or organisation acting for business or commercial purposes.

“Goods” or “Products” include jewellery, gold, diamonds, gemstones, precious-metal products, bars, coins and other products offered by Gold Factory.

“Bespoke Product” includes jewellery manufactured, personalised, engraved, resized, altered or otherwise produced specifically to a customer’s instructions.

3. CONSUMERS AND TRADE CUSTOMERS

Some provisions of these Terms apply differently to consumers and businesses.

Where UK consumer law gives a consumer rights that cannot legally be excluded or restricted, those rights take priority over any conflicting provision of these Terms.

Trade customers may be subject to separate written business-to-business terms for the relevant transaction or workshop service.

4. CHANGES TO THESE TERMS

Gold Factory may update these Terms from time to time to reflect:

• changes in law;

• changes to our services;

• changes to our website;

• security requirements;

• payment changes;

• delivery changes;

• new products or services; or

changes to our business practices.

The current version will be published on www.goldfactory.co.uk.

Changes will not retrospectively remove rights already acquired under an existing contract where the law does not permit this.

PART B – WEBSITE USE

5. WEBSITE INFORMATION

We take reasonable care to ensure that information appearing on www.goldfactory.co.uk is accurate.

However, our website may contain occasional:

• typing errors;

• price errors;

• weight errors;

• incorrect photographs;

• outdated stock information;

• incorrect specifications;

• technical errors;

• incomplete information; or

other unintended inaccuracies.

We may correct such errors when discovered.

Website information is provided for general information and purchasing purposes and should not automatically be treated as professional, financial, investment, tax, legal or other specialist advice.

6. WEBSITE AVAILABILITY

Gold Factory aims to keep the website operating reliably.

We cannot guarantee that the website will always be:

• uninterrupted;

• available;

• error-free;

• compatible with every browser or device; or

free from temporary technical problems.

We may temporarily suspend or restrict parts of the website for maintenance, security, updating or other legitimate reasons.

7. LIVE GOLD PRICES AND CALCULATORS

Where Gold Factory displays precious-metal prices, gold prices, bullion prices, jewellery calculations, valuation tools, Zakat calculations or similar information, that information is provided as a current or indicative guide as appropriate to the particular page or tool.

Where the live Gold Factory gold price feed is displayed, it is refreshed approximately once per minute. Precious-metal prices can change rapidly, including between refreshes.

A displayed metal price or calculator result does not by itself constitute an offer by Gold Factory to purchase or sell a particular item at that figure. The final applicable price will be the price confirmed for the particular transaction.

Any Zakat calculator, valuation calculator or similar tool is provided for general informational assistance and does not constitute financial, tax, legal or religious advice.

8. THIRD-PARTY SERVICES

Our website may use independent services necessary for functions such as:

• payment processing;

• fraud prevention;

• delivery;

• website hosting;

• communications;

• social-media interaction;

• finance applications;

• analytics; and

security.

Gold Factory is not responsible for an independent third-party website or service outside our control except where applicable law provides otherwise.

No external website address forms part of these Terms.

The official Gold Factory website is:

• www.goldfactory.co.uk

PART C – COPYRIGHT AND INTELLECTUAL PROPERTY

9. OWNERSHIP OF WEBSITE CONTENT

Unless otherwise stated, all rights in Gold Factory’s:

• name;

• logos;

• branding;

• website design;

• layout;

• product photographs;

• jewellery photographs;

• videos;

• graphics;

• descriptions;

• written content;

• catalogues;

• product presentations;

• CAD presentations;

• promotional materials; and

• other original website content

belong to Gold Factory or are used by Gold Factory with appropriate permission.

Gold Factory London® is a registered trade mark. No permission to use that registered trade mark, the Gold Factory name, logos or confusingly similar branding is granted by access to this website or by a purchase from Gold Factory.

10. RESTRICTIONS ON USE

Customers may view website material and may print or save reasonable extracts for personal, non-commercial use.

Unless Gold Factory provides written permission, website content must not be:

• copied for commercial use;

• reproduced;

• republished;

• sold;

• modified;

• distributed;

• scraped on a substantial scale;

• incorporated into another website;

• used to create derivative commercial material; or

represented as belonging to another person or business.

11. CUSTOMER REVIEWS, PHOTOGRAPHS AND OTHER CONTENT

Where customers submit reviews, photographs, videos, comments, testimonials or other material to Gold Factory, the customer must have the right to submit that material.

The customer remains responsible for their submission.

Unless otherwise agreed, by voluntarily submitting material for publication you grant Gold Factory a non-exclusive, royalty-free permission to reproduce, display and use that material for legitimate Gold Factory business, website and promotional purposes.

Gold Factory may decline, edit or remove content where reasonably necessary because it is:

• unlawful;

• abusive;

• defamatory;

• misleading;

• fraudulent;

• infringing;

• offensive;

• irrelevant;

• spam; or

otherwise inappropriate.

PART D – PRODUCT INFORMATION

12. PRODUCT PHOTOGRAPHS

Gold Factory makes reasonable efforts to display jewellery accurately.

However, the actual appearance of jewellery can vary from photographs and videos because of:

• screen settings;

• lighting;

• photography;

• reflections;

• image enlargement;

• display technology;

• polishing;

• natural gemstone characteristics; and

individual manufacturing variations.

Product photographs should therefore be treated as a visual guide.

13. PRODUCT SCALE

Jewellery is frequently enlarged in photographs so customers can see workmanship, settings, gemstones and design details.

A product shown on screen is not necessarily displayed at actual physical size.

Customers should refer to stated measurements where available.

If a particular size or measurement is important, please contact Gold Factory before ordering.

14. NATURAL STONES AND HAND-FINISHED JEWELLERY

Natural diamonds, gemstones, pearls and other naturally occurring materials can vary in:

• colour;

• clarity;

• inclusions;

• pattern;

• tone;

• shape;

• size;

• symmetry; and

appearance.

Handmade and hand-finished jewellery can also have small differences between individual pieces.

These natural and manufacturing variations do not automatically amount to a defect.

15. JEWELLERY WEIGHTS

Unless expressly stated otherwise, a jewellery weight may include the weight of:

• diamonds;

• gemstones;

• pearls;

• beads;

• enamel;

• kundan;

• settings;

• decorative components; and

other materials forming part of the finished item.

Where a customer collects jewellery in person, the customer is encouraged to check the invoice, quantity and available weight information before leaving the store.

This does not affect statutory rights.

16. IMPORTANT – 5% MADE-TO-ORDER JEWELLERY MANUFACTURING WEIGHT TOLERANCE

For jewellery that is in stock and offered as a specific ready-to-sell item, the weight shown is intended to be the recorded weight of that item at the time it is listed, subject to ordinary scale rounding and correction of any genuine listing error under these Terms. The 5% manufacturing tolerance below is not intended to create a general 5% variation for ordinary in-stock jewellery.

Made-to-order, specially manufactured, handmade, cast, resized or customer-specific jewellery cannot always be finished to an exact tenth or hundredth of a gram. Unless an exact finished weight has been expressly guaranteed in writing, the final finished weight of a made-to-order or specially manufactured item may vary by approximately 5% above or below the quoted or estimated weight.

For example:

Estimated weight: 10.00 grams

An ordinary manufacturing range may be approximately:

9.50 grams to 10.50 grams

The variation can result from:

• casting;

• polishing;

• finishing;

• soldering;

• stone setting;

• sizing;

• handmade construction;

• component tolerances; and

other normal jewellery manufacturing processes.

The 5% tolerance relates to finished jewellery weight and does not alter the stated precious-metal purity. A product described as 22ct gold must still comply with the applicable standard for its stated fineness.

• Final Weight and Price Adjustment

For a made-to-order or specially manufactured item whose price has been calculated using an estimated weight, the final price will be adjusted to the actual finished weight using the applicable pricing basis for that order.

If the final finished weight is lower than the estimated weight, the corresponding difference will be deducted from the balance or refunded where the customer has already paid it.

If the final finished weight is higher than the estimated weight, the corresponding additional amount will be added to the balance payable. Gold Factory will confirm a material additional balance before completion, collection or dispatch.

• Bullion Exclusion

The 5% jewellery manufacturing tolerance does not apply to investment gold bars, coins or other bullion products sold according to a stated bullion weight.

PART E – HALLMARKING AND PRECIOUS-METAL DESCRIPTION

17. UK HALLMARKING

Gold Factory complies with applicable UK hallmarking requirements.

Where required by law, precious-metal articles described as gold, silver or platinum will carry an appropriate recognised hallmark unless a legal exemption applies.

The current UK minimum weight exemptions are: gold below 1 gram, silver below 7.78 grams and platinum below 0.5 gram. Articles at or above the applicable threshold generally require hallmarking when described and supplied as that precious metal, subject to any other legal exemption.

Hallmarking is separate from the manufacturing weight tolerance described in these Terms.

18. PRECIOUS-METAL FINENESS

Descriptions such as 9ct, 14ct, 18ct, 21ct, 22ct and 24ct gold, sterling silver and platinum refer to the represented precious-metal fineness of the relevant product and not simply to its colour or appearance.

Gold Factory sells jewellery in a range of precious-metal finenesses. Product descriptions will identify the relevant metal and fineness where applicable.

PART F – PRICES AND SPECIAL OFFERS

19. CURRENCY AND VAT

Unless stated otherwise, consumer prices are quoted in Pounds Sterling (£/GBP) and include VAT where applicable.

Currency conversion charges or exchange-rate differences imposed by a customer’s bank or payment provider are the customer’s responsibility.

20. PRICE CHANGES

Gold prices, diamond prices, gemstone prices, manufacturing costs and currency exchange rates can change.

Gold Factory may change prices before an order has been accepted.

A price change will not ordinarily affect an order already accepted unless there has been an obvious error or the customer has expressly ordered an item on an actual-weight or variable precious-metal price basis.

21. PRICING ERRORS

We take reasonable care when publishing prices.

If an obvious pricing, description, weight, discount or technical error occurs, Gold Factory may correct it.

Where an order has not yet been validly accepted, we may offer the customer the choice of:

• proceeding at the correct price; or

cancelling the order.

If an order genuinely cannot be fulfilled because of an obvious website error, any payment properly due back to the customer will be refunded.

22. ONLINE AND IN-STORE PRICES

Offers and prices may occasionally differ between the website and the physical Gold Factory store.

An online promotion does not automatically apply to an in-store transaction and an in-store offer does not automatically apply online unless expressly stated.

23. GOLD PRICE OR MAKING-CHARGE QUERIES

Any concern regarding:

• gold rate;

• jewellery weight;

• making charge;

• labour charge;

• part-exchange calculation; or

• invoice calculation

should be brought to our attention as soon as possible and preferably within 7 days so that it can be investigated promptly.

This does not limit any statutory right that continues beyond seven days.

24. LABOUR-FREE AND SPECIAL OFFERS

Any No Labour, Labour-Free, Zero Labour or similarly described promotion applies only to the specific items or transactions expressly identified by Gold Factory as qualifying.

Labour-free availability is item-specific and is not an automatic entitlement on all jewellery.

Where a special labour-free or reduced-price offer has been applied, any further discount remains subject to the particular offer and the price agreed for that transaction.

PART G – STOCK AND AVAILABILITY

25. PRODUCT AVAILABILITY

All products remain subject to availability until the order is accepted and stock is allocated.

Website availability information is an indication rather than an absolute guarantee.

26. SHARED ONLINE AND STORE STOCK

Some jewellery may simultaneously be available through:

• our website;

• our physical store;

• enquiries; or

other authorised Gold Factory sales channels.

A unique item may therefore occasionally sell through another channel before the website has updated.

If this happens, we will contact the customer and may offer:

• a suitable alternative;

• manufacture or sourcing of another item;

• a pre-order;

• a refund; or

another mutually agreed solution.

PART H – ORDERS AND CONTRACT FORMATION

27. QUOTATIONS

A quotation or estimate does not automatically create a binding sales contract.

Unless expressly stated otherwise, a contract is formed when Gold Factory accepts the customer’s order.

Because precious-metal and gemstone prices fluctuate, quotations may be:

• time-limited;

• subject to confirmation; or

subject to final weight.

28. PLACING AN ORDER

After an order is submitted, we may check:

• customer details;

• payment;

• cardholder information;

• billing address;

• delivery address;

• identity;

• product availability;

• price;

• product specification;

• fraud risk;

• sanctions risk; or

other information reasonably necessary to process the transaction.

29. ORDER ACKNOWLEDGEMENT

An automated email, payment acknowledgement or website confirmation acknowledging receipt of an order does not necessarily constitute final acceptance of that order.

30. ORDER REFUSAL OR CANCELLATION BY GOLD FACTORY

Gold Factory may refuse or cancel an order for a legitimate reason including where:

• stock is unavailable;

• there is an obvious pricing error;

• there is an obvious product-description error;

• payment fails;

• payment cannot be verified;

• fraud is suspected;

• identity verification fails;

• sanctions concerns arise;

• there is a technical error;

• the customer has attempted misuse;

• the order exceeds reasonable purchase limits;

• fulfilment would be unlawful; or

fulfilment becomes impossible.

Where we cancel an order after receiving payment, money properly due back will be returned to the customer.

31. PURCHASE LIMITS

Gold Factory may reasonably limit the quantity of products sold to one:

• individual;

• household;

• account;

• business; or

• transaction,

particularly for:

• limited stock;

• bullion;

• promotional products;

• clearance stock; or

products experiencing unusual demand.

PART I – PAYMENT

32. PAYMENT METHODS

Gold Factory accepts the payment methods expressly displayed at checkout or confirmed for the relevant transaction.

In store, our confirmed payment methods include Visa, Mastercard, cash and bank transfer. American Express is not accepted.

For online orders, debit and credit card payments are processed through our secure online payment arrangements. Klarna and Clearpay may also be offered where shown on the website, subject to eligibility and the separate terms of the relevant provider.

Bank transfer may be available for appropriate transactions where confirmed by Gold Factory. Cash is an in-store payment method and is subject to any legal or internal limits that apply.

33. PAYMENT SECURITY CHECKS

Card and electronic payments may be subject to:

• authorisation;

• address verification;

• identity checks;

• fraud-prevention checks;

• cardholder verification; and

payment-provider security procedures.

Such checks can occasionally delay an order.

34. CARDHOLDER REQUIREMENTS

Gold Factory may require a payment card to be used by its authorised cardholder.

For higher-value transactions or where fraud-prevention concerns arise, we may request additional identification.

35. PAYMENT SURCHARGES

Gold Factory will not impose a consumer payment surcharge where the law prohibits it.

Where a particular charge is legally permitted in a business-to-business transaction, that charge must be disclosed before the transaction is completed.

36. DEPOSITS, PRE-ORDERS AND MADE-TO-ORDER PAYMENTS

Deposits may be required for reservations, pre-orders, made-to-order jewellery, bespoke jewellery, CAD work, personalisation, engraving, alterations or other work commissioned specifically for the customer.

For bespoke and made-to-order jewellery, Gold Factory normally requires a minimum 50% deposit before manufacture or CAD work begins, unless a different amount is expressly agreed for the particular order.

For an out-of-stock design ordered as a Pre-Order, a minimum 50% payment may be required, with the balance payable once the item is ready and its final weight has been confirmed where weight-based pricing applies.

Where the customer cancels and Gold Factory has already ordered materials, allocated stock, started design or manufacture, carried out alterations, incurred third-party costs or otherwise suffered direct loss, Gold Factory may retain a reasonable amount of the payment to cover the direct loss arising from the cancellation where legally permitted.

Gold Factory will not rely on an automatically non-refundable deposit where doing so would be unlawful or unfair. This does not affect the separate statutory exclusion that can apply to goods made to a customer’s specification or clearly personalised.

37. ADVANCE PAYMENTS

Where an advance payment is made and a customer subsequently cancels or fails to collect an order, Gold Factory may deduct an amount reasonably reflecting direct losses or costs incurred because of the cancellation where legally permitted.

PART J – NORMAL ONLINE SHOPPING

38. NORMAL ONLINE SHOPPING ROUTE

Gold Factory offers normal online shopping separately from Click & Reserve. Under normal online shopping, the customer chooses an available product on www.goldfactory.co.uk, selects any applicable options, completes the website checkout and pays the full amount due for the order. The order is then processed for delivery. Click & Reserve is not required for a normal online purchase.

Where a customer wants to collect an eligible item in person rather than complete a normal full-payment online order for delivery, the customer can choose Click & Reserve. Collection from our shop is only available with Click & Reserve.

39. ONLINE CHECKOUT AND FULL PAYMENT

Before submitting a normal online order, the customer should check the product, quantity, size or other selected options, delivery details, total price and any delivery charge shown at checkout. The website will provide an opportunity to correct order details before the order is submitted.

The customer must pay the full amount due using a payment method offered for that transaction. An online payment or automated acknowledgement does not by itself override the separate order-acceptance provisions in these Terms.

40. ONLINE ORDER ACCEPTANCE AND SECURITY

Normal online orders remain subject to the stock, pricing, order-acceptance, payment-authorisation, fraud-prevention and identity-verification provisions in these Terms. Gold Factory may carry out reasonable checks before accepting or dispatching an order, particularly for higher-value jewellery and bullion.

If Gold Factory cannot accept an order, for example because stock is unavailable, payment cannot be verified, there is an obvious error or fulfilment would be unlawful, the customer will be informed and any money properly due back will be refunded.

41. NORMAL ONLINE ORDERS – DELIVERY AND TRACKING

A normal online order is supplied by delivery. In particular, where jewellery or other qualifying goods are paid for in full by debit or credit card through www.goldfactory.co.uk, the order must be delivered and cannot be collected from the Gold Factory store.

Customers who wish to collect an eligible item personally can choose Click & Reserve. Collection from our shop is only available with Click & Reserve. Delivery charges, dispatch times, tracking, delivery security, international delivery and responsibility for goods in transit are governed by the Delivery and Shipping provisions in these Terms.

42. NORMAL ONLINE ORDERS – CANCELLATION, RETURNS AND FAULTY GOODS

Normal online purchases are distance sales. Where the statutory change-of-mind cancellation right applies, an eligible consumer generally has 14 days after receiving the goods to tell Gold Factory that they wish to cancel and a further 14 days to return the goods. The detailed return and refund provisions in these Terms apply.

The ordinary change-of-mind right may not apply to goods made to the customer’s specification or clearly personalised, and a separate market-fluctuation exception may apply to qualifying bullion or other products whose price depends on financial-market movements outside Gold Factory’s control. These exceptions do not remove statutory rights where goods are faulty, misdescribed or otherwise do not conform to the contract.

PART K – CLICK & RESERVE

43. Click & Reserve Service

Where the option is available, customers may select Click & Reserve when purchasing through www.goldfactory.co.uk. Click & Reserve is an online reservation option and reservations under this scheme must be placed through the website.

Click & Reserve allows a customer to temporarily reserve selected jewellery by paying 10% of the item value online, rather than paying the full purchase price at checkout.

Once the reservation has been accepted by Gold Factory, the selected item will normally be removed from general availability for the applicable reservation period.

The remaining balance is payable in person at the Gold Factory store at:

Gold Factory

294 Farnham Road

Slough

UK

SL1 4XL

Click & Reserve is a reservation service. Payment of the 10% reservation amount does not require the customer to complete the purchase if they subsequently change their mind.

44. Refundable 10% Reservation Payment

The 10% Click & Reserve payment is fully refundable if the customer changes their mind before completing the purchase.

If the customer decides not to proceed, the reservation will be cancelled and the reservation payment will be refunded using an appropriate payment method.

Once the reservation expires or is cancelled, Gold Factory may return the item to general sale.

45. Standard Jewellery Reservation Period – Maximum 3 Days

Unless Gold Factory expressly agrees otherwise, jewellery reserved through Click & Reserve will be held for a maximum of:

3 days, not counting Sundays and bank holidays, when our showroom is closed (a reservation made on a Saturday is held until Wednesday)

The reservation period begins when Gold Factory confirms that the reservation has been accepted.

If the customer does not attend Gold Factory and complete the purchase within the three-day reservation period, Gold Factory may:

• cancel the reservation;

• release the jewellery back into available stock; and

refund the 10% reservation payment.

A request to extend a reservation may be considered by Gold Factory, but any extension is entirely at Gold Factory’s discretion and is not guaranteed.

46. Gold Bullion Reservation Period – Maximum 1 Day

Gold bars, qualifying gold coins and other bullion products may be reserved through Click & Reserve for a maximum of:

1 day

Bullion is subject to a shorter reservation period because its value is directly affected by movements in the gold and precious-metals markets.

If the bullion purchase is not completed within the one-day reservation period:

• the reservation may expire;

Gold Factory may release the bullion back into available stock;

• a new reservation may be required; and

any later purchase will be subject to the applicable price at that time.

47. Gold Bullion Price Fluctuation

A 10% Click & Reserve payment for gold bullion reserves the physical item but does not fix or guarantee the final bullion price, unless Gold Factory expressly confirms otherwise.

If the applicable Gold Factory bullion selling price increases between the time the reservation is made and the time the customer attends the store to complete the purchase, the final purchase price will be adjusted to reflect that increase.

Gold Factory will confirm the revised purchase price before the customer pays the remaining balance.

The customer’s original 10% reservation payment will be credited against the revised final purchase price.

If the customer does not wish to proceed because the bullion price has increased, the customer may cancel the reservation and receive a full refund of the 10% reservation payment.

The customer will therefore not be required to complete the transaction at an increased bullion price if they no longer wish to proceed.

If the applicable Gold Factory bullion selling price falls after the reservation is made, the reserved purchase price will not be reduced. The price applicable when the bullion was reserved remains the minimum final purchase price because the item has been removed from sale and held for the customer during the reservation period. In practical terms, the final bullion price is the reservation price if the market falls, or the higher applicable Gold Factory selling price if the market rises before completion.

48. Bullion Pricing Information Before Reservation

Where Click & Reserve is offered for bullion, Gold Factory will make clear before the customer makes the 10% reservation payment that:

• the reservation secures the bullion item for a maximum of one day;

• the reservation does not automatically fix the gold price;

the final purchase price may increase if the applicable Gold Factory bullion selling price rises before the purchase is completed in store;

if the applicable Gold Factory bullion selling price falls, the original reservation price will not be reduced; and

if the customer does not wish to accept an increased price, the reservation may be cancelled for a full refund of the 10% reservation payment.

49. Payment of the Remaining Balance

The outstanding balance of a Click & Reserve purchase must be paid in person at Gold Factory before the jewellery or bullion is released.

Where the original 10% reservation payment was made using a debit or credit card:

• the cardholder must attend Gold Factory personally;

the same payment card used for the 10% reservation must be brought to the store; and

the remaining balance must be paid using that same card.

Gold Factory may refuse to complete the transaction where the original payment card cannot be satisfactorily verified.

50. Cardholder Only Collection

A Click & Reserve order may only be collected by the cardholder who made the original reservation payment.

Another person cannot collect the jewellery or bullion on behalf of the cardholder.

This applies even where another person claims to have the cardholder’s permission.

The cardholder must attend Gold Factory personally and present the same payment card used for the original reservation.

This policy forms part of Gold Factory’s fraud-prevention and payment-security procedures.

51. Identification for Purchases Above £300

For Click & Reserve purchases with a total value above £300, the cardholder must provide valid photographic identification before the jewellery or bullion is released.

Acceptable photographic identification may include a valid:

• passport; or

photographic driving licence.

The identification must satisfactorily correspond with the person who made the reservation.

Gold Factory may also request identification for a transaction of £300 or less where reasonably necessary for fraud prevention, payment security or verification.

Gold Factory may refuse to release jewellery or bullion where the identity of the cardholder or authenticity of the transaction cannot be satisfactorily verified.

PART L – PRE-ORDER, MADE-TO-ORDER, PERSONALISED AND BESPOKE JEWELLERY

52. CUSTOM, PRE-ORDER AND MADE-TO-ORDER PRODUCTS

A product will generally be regarded as customised where it is specially manufactured, personalised, engraved, resized specifically for the customer, altered, made to a customer’s measurements, produced from a customer-approved CAD design or otherwise created specifically to the customer’s instructions.

Pre-Order and made-to-order products may be produced in a requested size, weight, colour, metal or design where Gold Factory confirms that this is possible.

Lead times depend on the item and design complexity. Gold Factory does not promise a standard completion period unless a specific timeframe has been expressly confirmed for that order.

53. CANCELLATION OF CUSTOM PRODUCTS

Where permitted by law, the ordinary online change-of-mind cancellation right does not apply to goods made to a customer’s specification or clearly personalised.

This does not affect rights where the product is:

• faulty;

• materially different from what was agreed; or

incorrectly manufactured by Gold Factory.

54. ALTERATIONS

Additional alterations requested after an order specification has been approved may result in additional charges.

55. CAD AND CUSTOMER APPROVAL

For bespoke jewellery, Gold Factory may provide drawings, CAD renders, dimensions, stone specifications, engraving wording or other design information for approval.

CAD work for a bespoke order is normally prepared after the order is confirmed and the required 50% deposit has been paid.

The customer is responsible for carefully checking the information presented for approval before manufacture begins.

Gold Factory remains responsible for manufacturing the product in accordance with the specification actually agreed.

PART M – GOLD, PRECIOUS-METAL AND DIAMOND BUYING

56. ITEMS WE BUY

Gold Factory buys qualifying gold, silver, platinum and diamonds subject to inspection, testing, assessment and final acceptance.

Items may include gold jewellery, broken or damaged jewellery, mismatched items and single earrings, scrap gold, coins, bars, dental gold, watches containing qualifying precious metal and other precious-metal items.

Diamond jewellery and loose diamonds may also be purchased subject to individual assessment. No fixed or guaranteed diamond-buying percentage applies.

Every purchase remains subject to verification of the item, identity and ownership.

57. PRELIMINARY OR INDICATIVE VALUATIONS

Any price or valuation discussed before Gold Factory physically receives and tests an item is provisional.

The final purchase price can depend on actual weight, precious-metal fineness, XRF or other test results, estimated non-metal or stone weight, prevailing market price, condition, authenticity and the type of transaction.

58. TESTING AND ASSESSMENT

Gold Factory may use professional testing and assessment methods including weighing, visual and hallmark inspection, XRF analysis, acid testing, magnetic testing, density testing and other appropriate checks.

Not every method is required for every item. Additional checks may be used where construction or authenticity gives cause for concern, including where an item could contain a different core material beneath a precious-metal outer layer.

Where jewellery contains stones or other non-metal components, Gold Factory may estimate their weight when calculating precious-metal content.

59. SUSPECTED COUNTERFEIT OR FRAUDULENT GOLD

Where Gold Factory reasonably suspects that an item presented for sale may be:

• fake;

• counterfeit;

• deliberately misrepresented;

• stolen;

• connected with fraud; or

• otherwise unlawful,

we may take reasonable steps to protect Gold Factory and preserve evidence.

These steps may include:

• suspending payment;

• carrying out additional testing;

• retaining transaction records;

• retaining testing data;

• preserving CCTV;

• preserving communications;

• notifying the police or another appropriate authority; and

temporarily retaining an item where lawful, including where required or requested by an appropriate authority.

Gold Factory will act in accordance with applicable law and any lawful police or authority instructions.

60. CUSTOMER OWNERSHIP OF GOLD

A person selling or part-exchanging an item represents that:

• they own the item; or

they have lawful authority from the owner to dispose of it.

Customers must not knowingly offer:

• stolen goods;

• counterfeit goods;

• fraudulently obtained goods; or

property they do not have authority to sell.

61. IDENTIFICATION REQUIRED FOR SELLING

Gold Factory does not purchase gold or other qualifying precious-metal items from a seller without the identification and verification we require.

For every gold-selling transaction, the seller must provide valid photographic identification, such as a passport or photographic driving licence, together with original proof of address dated within the previous 3 months, such as an original bank statement or utility bill.

Gold Factory may request further information where reasonably necessary for fraud prevention, anti-money-laundering compliance, sanctions compliance, crime prevention, establishing ownership or another legal requirement.

We may refuse to proceed where required checks cannot be completed.

62. PAYMENT FOR ITEMS WE BUY AND HIGH-VALUE CASH

Gold Factory normally pays for items we purchase by bank transfer as part of our fraud-prevention and compliance procedures. Depending on the time the transaction is completed and required checks, payment is normally made the same day or by the following day.

Cash may be available within applicable limits. Gold Factory may refuse or limit a cash transaction and may carry out additional identity, source-of-funds or other checks where required by law or our compliance procedures.

Payment may be delayed where authenticity, ownership, fraud, sanctions or other legal/compliance checks remain outstanding.

63. BULLION BUYBACK

Gold Factory buys qualifying bullion back subject to authentication, testing, assessment and final acceptance.

Our confirmed bullion buyback basis is the applicable Gold Factory live gold price less 3% at the time the transaction is agreed, subject to the item passing our checks.

A displayed live gold price is not a guarantee of a future buyback price because precious-metal prices can change.

PART N – PART EXCHANGE

64. JEWELLERY PART EXCHANGE

Gold Factory may accept qualifying jewellery or precious metal as part payment towards new jewellery.

A part-exchange valuation can be higher than an outright cash-buying valuation because the overall jewellery purchase is taken into account. The exact part-exchange value depends on the jewellery presented and is not based on a blanket no-deduction promise.

Broken, damaged, mismatched and single jewellery items may be accepted subject to assessment.

Where old jewellery contains diamonds, Gold Factory may give a separate value for diamonds of 0.02ct or above where they can reasonably be assessed. Diamonds below 0.02ct are not normally given a separate value. Other stones are not normally given a separate part-exchange value.

65. CANCELLATION OF A PART-EXCHANGE PURCHASE

Where Gold Factory has allowed an enhanced value specifically because the customer’s item formed part of a new jewellery purchase, cancellation of the new jewellery purchase may result in the old item being revalued at Gold Factory’s normal cash-buying basis.

Under Gold Factory’s current part-exchange policy, the difference between the enhanced part-exchange value and the normal cash-buying value may be up to 20% of the part-exchange value originally credited.

This is intended to reflect the difference between the two valuation bases rather than operate as an automatic penalty. Any adjustment remains subject to applicable consumer law and the customer’s statutory rights.

PART O – RETENTION OF TITLE AND TRADE CUSTOMERS

66. GOODS NOT FULLY PAID FOR

Where Gold Factory expressly agrees to supply goods before full payment has been received, ownership of those goods remains with Gold Factory until payment has been received in full, to the extent permitted by law.

67. COMPANY AND TRADE CUSTOMERS

A company remains liable for its own debts.

A director, owner, shareholder or other individual is not automatically personally liable simply because a company becomes insolvent.

Where an individual has entered into a separate valid personal guarantee, that guarantee may remain enforceable according to its terms.

PART P – DELIVERY AND SHIPPING

68. DELIVERY SERVICE

Gold Factory may deliver jewellery throughout the United Kingdom and, where available, internationally.

Delivery availability depends upon:

• destination;

• item value;

• insurance availability;

• security;

• product type;

• customs rules; and

courier availability.

69. DELIVERY SECURITY

Depending on the value and nature of the order, delivery may require tracking, insurance, signature, identification, verified address or another reasonable security procedure.

Fully paid online card orders are delivery-only under the Normal Online Shopping and payment-security rules in these Terms.

70. UK DELIVERY TIMES

Qualifying in-stock, fully paid and ready-to-send UK orders placed before 1:00pm Monday to Friday are normally dispatched the same working day once required payment and security checks are complete.

Orders placed after 1:00pm, or on Saturday or Sunday, are normally prepared for the next available dispatch day. Same-working-day dispatch refers to when the parcel leaves Gold Factory and is not a guarantee of same-day or next-day delivery.

UK delivery transit times depend on the delivery service, destination and carrier network. Any stated delivery time is an estimate unless a guaranteed service has been expressly agreed.

Where consumer law requires delivery within a particular period, including the general 30-day requirement for distance sales unless another period has been agreed, Gold Factory will comply with the applicable rule.

71. INTERNATIONAL DELIVERY TIMES

Where international delivery is available, transit is generally estimated at approximately 2-4 working days after dispatch. This is an estimate and not a guaranteed delivery time.

International delivery can take longer because of destination, customs, local authorities, security, courier arrangements, import processing, product availability or circumstances outside our reasonable control.

Final destination availability and the applicable international delivery charge are confirmed at checkout.

72. MADE-TO-ORDER DELIVERY TIMES

Bespoke, altered, personalised, pre-ordered and made-to-order jewellery can take longer.

The estimated manufacturing or completion period will be provided separately where reasonably possible.

73. DELIVERY DELAYS

Delivery can be delayed by matters including:

• payment verification;

• fraud checks;

• address verification;

• manufacture;

• alterations;

• product availability;

• customs;

• courier disruption;

• industrial action;

• severe weather;

• natural disasters;

• public emergencies;

• government action; or

another event outside our reasonable control.

We will endeavour to keep customers informed of material delays.

74. UK AND INTERNATIONAL DELIVERY CHARGES

For jewellery orders delivered within the UK, Gold Factory’s current standard charge for secure, insured and tracked delivery is £14.99 for orders under £300 and £19.99 for orders of £300 and above, with an extra 2% added on the amount above £2,500.

Pieces or categories marked FREE DELIVERY are sent free.

Any different charge that applies to a particular product, destination, service or promotion will be displayed or agreed before the customer completes the order.

International delivery charges depend on destination and insurance. Where Gold Factory’s published international pricing method applies, the applicable destination base charge is supplemented by insurance charged at 1% of the goods value. Current international charges are shown in the Gold Factory Delivery Guide and/or at checkout. Destination availability is confirmed at checkout.

75. ALTERNATIVE DELIVERY ADDRESS

All orders are delivered only to the verified billing address (the registered card address). Delivery to an alternative address or workplace is not available.

For security reasons, Gold Factory may carry out additional checks to confirm that the delivery address is the payment-card billing address.

We may request:

• order number;

• billing address;

• delivery address;

• identification;

• proof linking the customer to the billing address; or

other proportionate fraud-prevention information.

We will not require customers to send complete card security information through an insecure method.

76. CHANGING DELIVERY ADDRESS

A customer wishing to change an address should contact Gold Factory before dispatch.

An order cannot be changed to an address other than the verified billing address (the registered card address).

For security reasons, an address cannot necessarily be changed after payment or dispatch.

Additional delivery costs may apply where a change results in additional courier charges.

77. DELIVERY TRACKING

Where tracking is available, the customer may receive tracking information after dispatch.

78. RESPONSIBILITY DURING DELIVERY

For consumer transactions, responsibility for the goods remains with Gold Factory until the goods come into the physical possession of:

• the customer; or

• a person identified by the customer to receive them,

except where the customer independently commissions a carrier not offered by Gold Factory and the law provides otherwise.

79. DAMAGED, LOST OR TAMPERED PARCELS

Customers should check delivered parcels as soon as reasonably possible.

If a parcel appears:

• damaged;

• opened;

• tampered with;

• incomplete; or

• otherwise suspicious,

the customer should photograph the packaging where possible and contact Gold Factory immediately.

Customers are requested to report visible loss, damage or tampering preferably within 48 hours so that we can promptly preserve evidence and make any courier or insurance claim.

The 48-hour request does not remove statutory rights.

80. MISSING DELIVERY

Where tracking indicates a problem or an expected parcel has not arrived, customers should notify us promptly.

Where reasonably possible, notification within 5 days of becoming aware of the missing delivery will assist our investigation.

81. INTERNATIONAL TAXES AND DUTIES

International customers may be responsible for:

• import VAT;

• customs charges;

• local duties;

• clearance fees; and

other charges imposed by the destination country.

Customers should check applicable local requirements before purchasing.

PART Q – RETURNS, REFUNDS AND EXCHANGES

82. STATUTORY RIGHTS

Nothing in these Terms limits a consumer’s legal rights in relation to goods that are:

• faulty;

• not of satisfactory quality;

• not fit for purpose; or

not as described.

83. ONLINE CHANGE-OF-MIND CANCELLATION

For an eligible distance purchase, the customer generally has 14 days after receiving the goods to tell Gold Factory that they wish to cancel.

After notifying us, the customer generally has a further 14 days to return the goods.

The customer does not need to give a reason.

84. REFUND TIMING FOR AN ELIGIBLE ONLINE CANCELLATION

Where the statutory cancellation right applies, Gold Factory will reimburse the customer without undue delay and within the period required by law. For goods that the customer returns, this is generally no later than 14 days after the day Gold Factory receives the goods back or receives evidence that the customer has sent them back, whichever occurs first, subject to any different statutory rule that applies to the particular return.

Unless the customer has expressly agreed otherwise, a statutory refund will be made using the same means of payment used for the original transaction, and the customer will not be charged a fee for the reimbursement.

The original standard delivery charge will be refunded where legally required. Where the customer chose an enhanced or premium delivery service, Gold Factory is not required to refund the additional amount above the cost of our standard delivery service unless the law requires otherwise.

Once Gold Factory has issued a refund, it normally appears in the customer’s account within approximately 2-4 working days, although the final posting time is controlled by the customer’s bank or payment provider.

A pending card authorisation may remain visible temporarily after an unsuccessful or cancelled transaction; the release of that pending authorisation is controlled by the customer’s bank or card provider.

85. COST OF RETURNING A CHANGE-OF-MIND ITEM

Unless Gold Factory has agreed otherwise, a customer exercising an ordinary change-of-mind cancellation right may be responsible for the direct cost of returning the goods where this was made clear before the contract.

Gold Factory will remain responsible for appropriate return costs where the law requires us to do so, including certain faulty-goods situations.

86. HANDLING GOODS BEFORE RETURN

A customer may inspect an online purchase in a manner reasonably similar to how they could inspect it in a shop.

Where goods have been handled beyond what is reasonably necessary and their value has been reduced, Gold Factory may make an appropriate deduction where the law permits.

PART R – EXCLUSIONS FROM CHANGE-OF-MIND RETURNS

87. PERSONALISED AND CUSTOM-MADE JEWELLERY

The statutory change-of-mind cancellation right may not apply to:

• personalised jewellery;

• engraved jewellery;

• specially manufactured jewellery;

• made-to-measure jewellery;

• customer-specific designs;

• jewellery altered specifically for the customer; or

jewellery clearly made to the customer’s specification.

88. HYGIENE-SENSITIVE PRODUCTS

For health and hygiene reasons, earrings, nose studs, piercing jewellery and other sealed hygiene-sensitive jewellery are not eligible for change-of-mind return or exchange once the hygiene seal or protective packaging has been opened or broken after delivery.

Where the hygiene seal remains intact, applicable statutory cancellation rights continue to apply.

This exclusion does not affect a customer’s statutory rights where an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.

89. GOLD BARS, COINS AND MARKET-FLUCTUATION PRODUCTS

The statutory distance-selling cancellation right may not apply where the price of a product is dependent on fluctuations in financial markets outside Gold Factory’s control that may occur during the cancellation period.

This can apply to qualifying:

• investment gold;

• bullion;

• gold bars;

• gold coins; or

• other precious-metal products

where the contractual price genuinely depends upon such market fluctuations.

This does not remove rights where an item is faulty, counterfeit, materially misdescribed or otherwise fails to conform to the contract.

PART S – IN-STORE PURCHASES

90. CHANGE OF MIND – STORE PURCHASES

There is generally no automatic statutory right to return a non-faulty item simply because a customer changes their mind after buying it in a physical shop.

Gold Factory may, depending on the item and circumstances, choose to offer a credit note, exchange or another arrangement as a discretionary customer-service measure.

Any discretionary arrangement is separate from statutory rights for faulty, misdescribed or otherwise non-conforming goods.

PART T – FAULTY GOODS AND STATUTORY REMEDIES

91. FAULTS REPORTED WITHIN 30 DAYS

Where the Consumer Rights Act 2015 applies, a consumer can have a short-term right to reject goods that do not conform to the contract. The statutory short-term period is normally 30 days, subject to the rules and exceptions in that Act.

Gold Factory does not offer a separate general commercial jewellery warranty or guarantee beyond any specific promise expressly made for a particular product. This does not reduce the customer’s statutory rights.

92. REPAIR OR REPLACEMENT

Depending upon the circumstances and applicable law, a customer may be entitled to:

• repair;

• replacement;

• price reduction; or

refund.

93. FAULTS ARISING WITHIN SIX MONTHS

Where applicable consumer law treats a fault arising within the first six months as having been present at delivery unless the trader establishes otherwise, Gold Factory will apply the legal rule.

94. DAMAGE ON DELIVERY

If an item arrives damaged, customers should contact us promptly and preferably within 48 hours, quoting:

• order number;

• invoice number;

• details of the problem; and

photographs where useful.

The 48-hour request is intended to allow a rapid investigation and does not remove statutory rights.

PART U – RETURN PROCEDURE

95. RETURNING JEWELLERY SAFELY

Valuable jewellery should be packed securely for return.

Unless Gold Factory has arranged the return, we strongly recommend using a tracked delivery method with insurance appropriate to the value of the item. Customers should retain proof of posting or dispatch.

This security recommendation does not remove or restrict any statutory return or refund right.

96. RETURN ADDRESS

Unless we provide different instructions, eligible returns should be directed to:

Gold Factory Limited

294 Farnham Road

Slough

England

SL1 4XL

Customers are asked to contact Gold Factory before returning a high-value item so that appropriate return and security arrangements can be discussed. Prior contact is not intended to remove a statutory cancellation or faulty-goods right.

97. RETURN INSPECTION

Returned jewellery may be:

• weighed;

• photographed;

• XRF tested;

• inspected;

• checked for wear;

• checked for alteration;

• compared with original photographs;

• checked against hallmarks;

• checked against product records;

• checked against certificates; and

compared with security and dispatch records.

This is particularly important for high-value jewellery.

98. ORIGINAL CERTIFICATES AND ACCESSORIES

Customers should return all items supplied with the jewellery where applicable, including:

• original packaging;

• certificates;

• diamond reports;

• accessories;

• promotional gifts; and

other accompanying material.

Missing items may affect a discretionary exchange, buyback or return outside statutory rights.

99. PROOF OF PURCHASE

Gold Factory may request reasonable proof that the item was purchased from Gold Factory.

This may include:

• receipt;

• invoice;

• order confirmation;

• payment record; or

other appropriate evidence.

PART V – RETURN FRAUD AND SECURITY

100. HIGH-VALUE RETURN SECURITY

Gold Factory has experienced attempted return fraud involving customers returning an item different from the jewellery originally supplied.

For the protection of customers and Gold Factory, incoming and outgoing high-value parcels are handled in areas covered by high-resolution CCTV as part of our security and fraud-prevention procedures.

101. VERIFICATION OF RETURNED GOODS

Gold Factory may compare a returned item with:

• photographs;

• videos;

• product weight;

• hallmarks;

• serial numbers;

• gemstone details;

• manufacturing characteristics;

• XRF results;

• packaging;

• dispatch footage; and

transaction records.

Suspected fraudulent returns may be reported to the police or another appropriate authority.

PART W – REPAIRS, ALTERATIONS AND WORKSHOP SERVICES

102. REPAIR ESTIMATES AND QUOTATIONS

Gold Factory provides repair quotations without an inspection/quotation fee. Customers may bring jewellery to the store or submit images through an available Gold Factory contact or repair-enquiry channel for an initial view.

An initial repair estimate may be based on a visual inspection. Additional defects can sometimes become apparent only after dismantling, cleaning, stone removal, polishing or workshop examination.

Where additional significant work is required, Gold Factory will normally seek approval before materially increasing the agreed charge.

Repair and engraving work is not offered as a same-day service. Turnaround depends on the item and the work required.

103. REPAIR WORK, PRE-EXISTING WEAKNESS AND STATUTORY RIGHTS

Old or worn jewellery may contain worn claws, weak solder joints, thin settings, cracked stones, previous repairs, porous castings, metal fatigue or hidden damage.

Gold Factory will perform repair services with reasonable care and skill. One repair cannot make an older item permanently free from every pre-existing weakness.

Gold Factory does not provide a separate voluntary workmanship guarantee period. This does not remove any statutory rights that apply to the repair service.

104. CUSTOMER STONES AND JEWELLERY

Customers should tell us about any information they have concerning:

• treated stones;

• filled stones;

• fragile gemstones;

• synthetic stones;

• previous repairs;

• sentimental components; or

other matters relevant to the work.

Gold Factory will exercise reasonable professional care.

105. REMODELLING OR WORKING WITH CUSTOMER GOLD

Gold Factory can work with a customer’s existing gold where we confirm that the material is suitable for the proposed work.

Existing jewellery can contain solder and other metals, so melting and reworking it may alter the final fineness. Hallmarking and precious-metal description remain subject to the actual composition of the finished article and applicable UK hallmarking law.

Unavoidable refining, soldering, filing, polishing or manufacturing losses may occur. Any material arrangement concerning reuse of customer metal or stones should be agreed before work begins.

106. UNCOLLECTED REPAIRS OR ORDERS

Customers should collect completed work within the period notified to them.

Where an item remains uncollected for a prolonged period, Gold Factory may contact the customer using available contact details.

Gold Factory will not treat valuable customer property as abandoned or dispose of it without taking reasonable steps and complying with applicable law.

107. REPAIR SERVICES FOR TRADE CUSTOMERS

Gold Factory offers jewellery repair services to private and trade customers. Separate commercial terms and prices may apply to trade workshop work.

PART X – VALUATIONS & ESTIMATES

108. JEWELLERY VALUATIONS & ESTIMATES

Gold Factory provides valuations & estimates for purposes including insurance, probate, replacement, diamonds and Zakat, together with other valuation or estimate work expressly agreed by us.

Insurance, probate, replacement, diamond and other formal valuation work is chargeable because it can require inspection, research, photography and document preparation.

A Zakat valuation is free where no certificate is required. If a Zakat valuation certificate is requested, the current certificate charge is £5.

A valuation applies to the purpose and date stated and is not a guarantee of a future sale price.

109. VALUE CHANGES

Gold, diamond and gemstone values change over time.

A valuation is not a guarantee that:

Gold Factory;

• another jeweller;

• an insurer; or

• a private purchaser

will subsequently buy the item for the valuation amount.

PART Y – KLARNA, CLEARPAY AND PAYMENT PROVIDER TERMS

110. KLARNA, CLEARPAY AND OTHER DISPLAYED PAYMENT OPTIONS

Klarna and Clearpay may be offered on qualifying transactions where they are displayed by Gold Factory.

Any such payment or finance arrangement is subject to the separate eligibility checks, approval process and terms of the relevant provider. Gold Factory does not guarantee that an application will be approved.

These general Gold Factory Terms do not replace the provider’s own terms for a Klarna or Clearpay arrangement.

PART Z – PIERCING

111. EAR AND NOSE PIERCING

Gold Factory offers ear and nose piercing for adults and children.

For babies, the child must be over 6 months old. Gold Factory may still decline to pierce where staff consider the baby too small or otherwise consider it inappropriate to proceed.

For a child, a parent must attend with the child.

Piercing is carried out using a piercing gun and customers can choose from the range of studs available at the time.

Walk-in and appointment piercing may be available. Prices vary according to the service and studs selected.

Customers must follow the aftercare advice provided for the piercing.

PART AA – CUSTOMER ACCOUNTS

112. ACCOUNT SECURITY

Where customer accounts are available, the customer is responsible for keeping:

• passwords;

• login details; and

• account security information

confidential.

113. ACCOUNT SUSPENSION

Gold Factory may suspend or restrict an account where reasonably necessary because of:

• suspected fraud;

• security concerns;

• misuse;

• repeated chargebacks;

• unlawful activity;

• breach of these Terms; or

another legitimate reason.

Valid obligations incurred before suspension remain enforceable.

PART AB – PRIVACY AND DATA PROTECTION NOTICE

114. DATA CONTROLLER

For personal information processed in connection with Gold Factory’s business, the data controller is:

Gold Factory Limited

• Company Number 03910743

294 Farnham Road

Slough

UK

SL1 4XL

Telephone: 01753 536800

Email: sales@goldfactory.co.uk

115. DATA PROTECTION COMMITMENT

Gold Factory is committed to processing personal information fairly, lawfully, transparently and securely in accordance with applicable UK data-protection legislation.

116. INFORMATION WE MAY COLLECT

Depending upon the transaction or service, we may collect:

• name;

• address;

• billing address;

• delivery address;

• email address;

• telephone number;

• account details;

• order history;

• transaction history;

• correspondence;

• repair details;

• valuation details;

• part-exchange details;

• gold-selling records;

• identification documents where necessary;

• fraud-prevention information;

• payment-related information;

• IP address;

• browser and device information;

• cookie information;

• CCTV footage;

• website usage information;

• marketing preferences; and

other information voluntarily supplied by the customer.

117. PAYMENT INFORMATION

Payment information may be processed through secure payment systems.

Gold Factory does not need to retain complete payment-card security information within an ordinary customer profile.

118. WHY WE USE PERSONAL INFORMATION

Personal information may be used for processing orders, taking payments, providing products and services, delivery, returns, customer service, customer accounts, repairs, valuations, gold-buying transactions, part exchanges, fraud and crime prevention, security, accounting, legal compliance, audit, complaint handling, enforcing or defending legal rights, website improvement, marketing where lawful and other purposes reasonably connected with the customer’s transaction.

119. LAWFUL BASES

Depending upon the purpose, Gold Factory may process personal information because:

• it is necessary to perform a contract;

• it is necessary to take steps requested before entering a contract;

Gold Factory has a legal obligation;

Gold Factory has a legitimate interest that is not overridden by the individual’s rights;

• the individual has given valid consent; or

processing is necessary to establish, exercise or defend legal claims.

PART AC – FRAUD, CCTV AND SECURITY DATA

120. CCTV

Gold Factory operates CCTV in and around its premises and in areas where valuable goods are:

• received;

• tested;

• packed;

• dispatched;

• returned; or

handled.

CCTV may be used for:

• public and staff safety;

• crime prevention;

• fraud prevention;

• investigation;

• protection of property;

• evidence preservation; and

legal claims.

121. PARCEL RECORDING

Incoming and outgoing high-value jewellery parcels are recorded and may also be photographed as part of Gold Factory’s security and fraud-prevention procedures.

PART AD – SHARING PERSONAL INFORMATION

122. WHO INFORMATION MAY BE SHARED WITH

Where reasonably necessary and lawful, information may be shared with categories of recipients including payment processors, couriers, insurers, IT and hosting providers, professional advisers, accountants, fraud-prevention providers, Klarna or Clearpay where the customer chooses such an option, law-enforcement authorities, courts, regulatory authorities and other service providers necessary to complete the customer’s transaction or meet a legal obligation.

123. LEGAL DISCLOSURE

Information may be disclosed where Gold Factory is required or reasonably permitted to do so for:

• legal compliance;

• fraud investigation;

• sanctions compliance;

• crime prevention;

• court proceedings;

• regulatory requests; or

protection of legal rights.

PART AE – INTERNATIONAL DATA TRANSFERS

124. DATA OUTSIDE THE UK

Some technology or service providers may process information outside the United Kingdom.

Where UK data-protection law requires safeguards for an international transfer, Gold Factory will take appropriate steps to use a lawful transfer mechanism or other permitted protection.

PART AF – DATA RETENTION

125. HOW LONG INFORMATION IS KEPT

Gold Factory will not intentionally retain personal information for longer than reasonably necessary for the purpose for which it is held.

Retention depends on factors including the transaction, accounting and tax obligations, legal requirements, anti-fraud and crime-prevention requirements, repair and valuation records, disputes, legal claims, regulatory requirements and security requirements.

When information is no longer reasonably required, it may be deleted, anonymised or securely destroyed, subject to any lawful retention requirement.

126. CCTV RETENTION

CCTV is normally retained only for an appropriate security period unless footage needs to be kept longer because it relates to:

• an incident;

• suspected fraud;

• a police matter;

• a complaint;

• a dispute; or

legal proceedings.

PART AG – MARKETING

127. MARKETING COMMUNICATIONS

Where permitted by applicable privacy and electronic-communications law, Gold Factory may send marketing about jewellery, products, offers, events, services and promotions by channels including email, SMS and WhatsApp.

Marketing communications are separate from necessary order, payment, delivery, security, repair, refund and customer-service messages.

128. MARKETING CONSENT

Where consent is legally required, Gold Factory will seek an appropriate, separate choice for the relevant marketing channel. Agreement to these Terms is not treated as automatic consent to receive marketing.

Where consent is used, it must be given by a clear positive action and may be withdrawn.

129. EXISTING CUSTOMERS

UK electronic-marketing law contains a limited existing-customer exception, commonly known as the soft opt-in. Where Gold Factory relies on that exception, it will do so only where the legal conditions are satisfied, including that the contact details were obtained in connection with a sale or negotiation for a sale of our products or services, the marketing concerns similar products or services, and a clear opportunity to opt out was provided when the details were collected and in each subsequent marketing message.

130. OPTING OUT

Customers can ask Gold Factory to stop direct marketing at any time.

Customers may opt out of email, SMS or WhatsApp marketing individually, or opt out of all Gold Factory marketing communications.

Where required, marketing messages will provide a simple method of opting out.

An opt-out from marketing does not prevent Gold Factory from sending necessary transactional or service communications relating to an order, payment, delivery, Click & Reserve reservation, repair, refund, security check or customer enquiry.

PART AH – COOKIES

131. WHAT COOKIES ARE

Cookies and similar technologies are small pieces of information used by websites for functions such as:

• maintaining a shopping basket;

• logging into an account;

• security;

• remembering preferences;

• analytics;

• improving website performance; and

personalising website functions.

132. ESSENTIAL COOKIES

Certain cookies or similar technologies may be used without consent where they are strictly necessary or otherwise fall within a legal exemption.

133. NON-ESSENTIAL COOKIES

Where consent is legally required for analytics, advertising or other non-essential cookies or tracking technologies, Gold Factory will seek the user’s choice before using them.

Customers should be able to reject or manage non-essential cookies.

PART AI – YOUR DATA-PROTECTION RIGHTS

134. INDIVIDUAL RIGHTS

Subject to applicable exemptions and legal conditions, individuals may have rights including:

• the right to be informed;

• the right of access;

• the right to rectification;

• the right to erasure;

• the right to restrict processing;

• the right to data portability;

• the right to object;

• rights concerning automated decision-making; and

the right to withdraw consent where processing is based upon consent.

135. DIRECT MARKETING OBJECTION

An individual has the right to object to the use of their personal information for direct marketing.

136. DATA ACCESS REQUESTS

Customers wishing to exercise a data-protection right may contact Gold Factory using the contact details in these Terms.

We may need to verify identity before releasing personal information.

PART AJ – DATA-PROTECTION COMPLAINTS

137. MAKING A DATA-PROTECTION COMPLAINT

If a customer believes Gold Factory has handled their personal information incorrectly, they can make a data-protection complaint by contacting Gold Factory.

Gold Factory will provide a reasonable method for making such complaints electronically or by another appropriate means.

138. ACKNOWLEDGING A DATA COMPLAINT

Gold Factory will acknowledge receipt of a qualifying data-protection complaint within 30 days.

139. INVESTIGATION

Gold Factory will take appropriate steps to investigate a data-protection complaint without undue delay.

This may include:

• reviewing records;

• making appropriate enquiries;

• requesting further relevant information; and

keeping the complainant informed where appropriate.

The complainant will be informed of the outcome.

140. INFORMATION COMMISSIONER

A customer also has the right to raise an eligible data-protection complaint with the Information Commissioner’s Office, the UK’s independent data-protection regulator.

PART AK – WEBSITE AND CUSTOMER SECURITY

141. SECURITY MEASURES

Gold Factory uses reasonable technical and organisational security measures appropriate to the information being processed.

No internet-based service can guarantee absolute security.

Customers should also take reasonable steps to protect:

• passwords;

• devices;

• account details; and

payment information.

PART AL – CUSTOMER COMMUNICATIONS AND FORMS

142. ACCURATE INFORMATION

Customers should provide accurate and complete information when submitting:

• orders;

• valuation requests;

• repair instructions;

• delivery information;

• gold-selling information;

• part-exchange information; or

website forms.

Gold Factory may delay processing where necessary information is missing.

143. ELECTRONIC COMMUNICATIONS

Where a customer provides electronic contact details, Gold Factory may use them for legitimate transaction-related communications including:

• order confirmation;

• delivery information;

• security checks;

• repair updates;

• valuation updates;

• customer-service enquiries; and

other service messages.

These are different from marketing communications.

PART AM – DISCLAIMERS AND LIABILITY

144. PRODUCT SUITABILITY

Customers are responsible for checking that a product is suitable for their particular needs, subject to the customer’s statutory rights.

Where a customer informs Gold Factory of a particular purpose and reasonably relies upon our expertise, applicable statutory obligations remain unaffected.

145. WEBSITE RELIANCE

Gold Factory does not guarantee that every general article, guide, calculator or non-contractual piece of website information will remain accurate indefinitely.

Customers should contact us where confirmation of an important product specification is required before purchasing.

146. EVENTS OUTSIDE OUR CONTROL

Gold Factory will not be responsible for a failure or delay caused by circumstances outside our reasonable control to the extent permitted by law.

We will nevertheless comply with mandatory consumer rights.

147. LOSSES

For consumer transactions, Gold Factory is responsible for losses that are a reasonably foreseeable result of our breach of contract or failure to use reasonable care and skill.

We are not responsible for losses that are not reasonably foreseeable unless the law provides otherwise.

148. BUSINESS LOSSES

Where a customer purchases wholly for business purposes, Gold Factory will not normally be responsible for indirect:

• loss of profit;

• loss of business;

• loss of revenue;

• loss of opportunity; or

• business interruption

unless expressly agreed or liability cannot lawfully be excluded.

149. LIABILITY THAT CANNOT BE EXCLUDED

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability that cannot legally be excluded for:

• death or personal injury caused by negligence;

• fraud;

• fraudulent misrepresentation;

• lack of title;

• mandatory consumer rights; or

other liability that UK law does not permit a trader to exclude.

PART AN – COMPLAINTS

150. CUSTOMER COMPLAINTS

If a customer is unhappy with a Gold Factory product or service, a formal complaint should be submitted by email to sales@goldfactory.co.uk so that we can investigate and maintain a clear written record.

Please provide where relevant: name; contact details; order, invoice or repair reference; date; description of the issue; and any photographs or supporting information.

151. RESOLVING DISPUTES

Gold Factory will endeavour to resolve genuine disputes reasonably.

Nothing in these Terms prevents either party from exercising a legal right to use a court, regulator or legally available dispute-resolution process.

PART AO – GENERAL CONTRACT PROVISIONS

152. SEVERABILITY

If a court or competent authority determines that part of these Terms is unlawful or unenforceable, the remaining provisions will continue to apply where legally possible.

153. WAIVER

If Gold Factory does not immediately enforce a contractual right, this does not automatically mean that the right has been waived.

154. THIRD-PARTY RIGHTS

Unless expressly stated otherwise, a person who is not a party to a contract between Gold Factory and the customer does not have a right to enforce that contract.

155. ENTIRE AGREEMENT

For an ordinary transaction, these Terms, together with the product description, price, order confirmation, agreed specification and any specific written terms supplied for that transaction form the relevant agreement between the customer and Gold Factory.

A separately signed bespoke, trade or payment-provider agreement may contain additional terms for that particular transaction.

PART AP – GOVERNING LAW

156. ENGLAND AND WALES

These Terms and contracts with Gold Factory are governed by the laws of England and Wales, subject to mandatory consumer protections that may apply to a customer elsewhere.

The courts of England and Wales will have jurisdiction subject to any consumer right to bring proceedings in another part of the United Kingdom or another jurisdiction where applicable law gives that right.

PART AQ – CONTACT GOLD FACTORY

157. CONTACT DETAILS

For questions relating to:

22ct gold jewellery;

diamond jewellery;

bespoke jewellery;

gold buying;

part exchange;

jewellery repairs;

valuations & estimates;

orders;

Click & Reserve;

delivery;

returns;

refunds;

privacy;

data-protection rights; or

these Terms & Conditions,

please contact:

Gold Factory Limited

294 Farnham Road

Slough

UK

SL1 4XL

Telephone: 01753 536800

Email: sales@goldfactory.co.uk

Website: www.goldfactory.co.uk

PART AR – MODEL ONLINE CANCELLATION FORM

158. OPTIONAL CANCELLATION FORM

Customers do not have to use this form if another clear cancellation statement is provided.

Where the statutory cancellation right applies, the following may be used:

To:

Gold Factory Limited

294 Farnham Road

Slough

UK

SL1 4XL

Email: sales@goldfactory.co.uk

I hereby give notice that I wish to cancel my contract for the following goods:

Order number:

Product:

Ordered on:

Received on:

Customer name:

Customer address:

Telephone/email:

Signature, if submitted on paper:

Date:

PART AS – BULLION TERMS AND CONDITIONS

159. SCOPE OF THE BULLION TERMS

These Bullion Terms and Conditions apply when you buy, reserve or sell gold bars, gold coins, sovereigns and other bullion with Gold Factory. They bring together the terms that deal with bullion and are also shown on the Bullion Terms and Conditions page of our website.

The rest of these Terms & Conditions also apply to bullion.

160. AGREEING TO THE BULLION TERMS AT CHECKOUT

When your basket contains bullion, you will be asked at checkout to tick to confirm that you have read the Bullion Terms and Conditions and agree. Without that tick the order cannot be placed.

161. OUR BULLION PRODUCTS

Depending on availability, we offer gold bars in different sizes, investment coins, sovereigns and other recognised bullion products.

For gold bars, Gold Factory only offers bars produced by refiners on the LBMA Good Delivery List.

162. BULLION PRICES

Where the live Gold Factory gold price feed is displayed, it is refreshed approximately once per minute. Precious-metal prices can change rapidly, including between refreshes.

The price of a retail bar or coin is not simply the raw spot price multiplied by weight. Product premiums, refining, minting, fabrication, logistics, insurance, availability and our selling margin can also form part of the final price.

A displayed metal price does not by itself constitute an offer by Gold Factory to purchase or sell a particular item at that figure. The final applicable price will be the price confirmed for the particular transaction (clause 7).

Investment gold carries no VAT.

163. PAYING FOR BULLION

Bullion can be paid for by card in full up to £500. Bullion orders over £500 are paid in full by bank transfer. Our bank details are emailed to you with your order reference, and the transfer must reach us within 2 hours or the price may change with the market.

Klarna, Clearpay and Lay Buy are not offered on bullion.

164. INSURANCE, DELIVERY AND COLLECTION

Insurance and postage are added at checkout, so you see the exact amount once you have chosen how your bullion reaches you.

A bullion order that is paid 100% online by card must be delivered and cannot be collected from the shop. This is an important security rule for fully paid online card purchases.

Bullion delivery terms, availability and any product-specific charges are shown at checkout and should be read together with our Delivery Guide and Part P of these Terms.

165. CLICK & RESERVE FOR BULLION

Where Click & Reserve is offered for bullion, you pay 10% online to reserve a bullion item for a maximum of one day and complete the purchase in store. The detailed rules are in clauses 46 to 51 of these Terms.

The 10% payment reserves the physical item but does not lock the gold price. If our applicable bullion selling price has increased when you complete the transaction, the balance will increase. If you do not wish to proceed at the higher price, your 10% reservation payment is refunded in full.

If the gold price falls during the reservation period, the original reserved selling price remains applicable. The item was removed from sale for you during the reservation period and we do not retrospectively reduce the reserved price.

166. CANCELLATION AND RETURNS OF BULLION

The statutory distance-selling cancellation right may not apply where the price of a product is dependent on fluctuations in financial markets outside Gold Factory’s control that may occur during the cancellation period. This can apply to qualifying investment gold, bullion, gold bars, gold coins or other precious-metal products where the contractual price genuinely depends upon such market fluctuations (clause 89).

This does not remove rights where an item is faulty, counterfeit, materially misdescribed or otherwise fails to conform to the contract.

The 5% jewellery manufacturing tolerance does not apply to investment gold bars, coins or other bullion products sold according to a stated bullion weight (clause 16).

167. SELLING BULLION BACK TO GOLD FACTORY

Gold Factory buys qualifying bullion back subject to authentication, testing, assessment and final acceptance. Our confirmed bullion buyback basis is the applicable Gold Factory live gold price less 3% at the time the transaction is agreed, subject to the item passing our checks. A displayed live gold price is not a guarantee of a future buyback price because precious-metal prices can change (clause 63).

Identification is required. High-value bars and coins may be subject to additional authentication and security checks before payment is released.

Counterfeit precious-metal products can be sophisticated. We therefore reserve the right to carry out XRF and other appropriate checks when buying bullion. A genuine-looking surface or hallmark is not treated as conclusive if other characteristics cause concern.

168. PURCHASE LIMITS AND ORDER CHECKS

Gold Factory may reasonably limit the quantity of bullion sold to one individual, household, account, business or transaction (clause 31).

Gold Factory may carry out reasonable checks before accepting or dispatching an order, particularly for higher-value jewellery and bullion (clause 40).

169. NO INVESTMENT ADVICE OR GUARANTEE

We sell physical precious metals, but we do not predict or guarantee future gold prices. Gold can rise or fall. Customers should make their own financial decisions and obtain regulated financial advice if they require it.

IMPORTANT FINAL NOTICE

These Terms provide Gold Factory’s general website and transaction terms for the products, transactions and services expressly described in this document. They do not create, advertise or imply that Gold Factory offers any service that has not been expressly stated.

Nothing in these Terms is intended to deprive a consumer of a statutory right that cannot legally be excluded or restricted.

© Gold Factory Limited. All rights reserved. Gold Factory London® is a registered trade mark.