Return Scope
1.1 Given the high volatility of precious metal and collectible prices, Passto Bullion only accepts return requests due to product quality issues, such as manufacturing defects. Returns for non-quality-related reasons (including change of mind) will not be accepted. Engraved, altered, or custom-made solid gold products are strictly non-returnable and non-exchangeable.
Application Deadline
2.1 The Customer must submit a return application to Customer Service via email or WhatsApp within 5 business days from the date of receipt of the goods. Late applications will not be entertained.
Inspection & Refund Procedure
3.1 Preliminary Review
The Customer must provide clear photos/videos of the defect, order number, and details of the issue to Customer Service. Passto Bullion will conduct a preliminary review and reserves the right to request additional supporting documentation from the Customer.
3.2 Return Arrangements
Upon acceptance of the return application by Passto Bullion, the Customer must follow the instructions to carefully package the goods together with the original manufacturer packaging, certificates, accessories, and sales invoice, and proceed to the designated store in person to complete the return procedure.
3.3 Shipping and Insurance Liability
The Customer shall bear all shipping and insurance costs incurred in connection with the return. However, if the return is confirmed to be attributable to Passto Bullion's liability (e.g., incorrect item dispatched, severe manufacturing defects, or quality issues), Passto Bullion may, at its discretion, cover reasonable costs.
3.4 Refund and Exchange Processing
After Passto Bullion has received the returned goods and completed quality inspection, refunds or exchanges will generally be processed within 14 business days. The Customer will be notified of the service outcome via email or WhatsApp (or other registered contact methods).
Non-Returnable Conditions
- Return, refund, or exchange requests will not be accepted under any of the following circumstances:
- 4.1 Change of mind by the Customer;
- 4.2 Price differences or investment losses arising from fluctuations in the precious metals market;
- 4.3 Engraved, altered, or custom-made solid gold products;
- 4.4 Failure to provide sufficient evidence of quality issues;
- 4.5 Exceeding the 5-business-day application deadline as set out in Section 2;
- 4.6 Inability to produce the sales invoice or proof of purchase;
- 4.7 Other circumstances that Passto Bullion reasonably deems unsuitable for return, including but not limited to damage caused by the Customer's use, unsealing, improper storage, or self-inflicted damage.
Amendments & Interpretation
5.1 Passto Bullion reserves the right to amend, modify, or terminate this policy at any time without prior notice.
5.2 Passto Bullion reserves the final right of interpretation and decision in all related disputes.
