Returns, Refunds and Exchanges
This page sets out how Horsforth Coins facilitates returns, refunds and order cancellations in line with your consumer rights.
If you are planning to return an item, for whatever reason, we ask that you contact us in the first instance, by emailing us on info@horsforthcoins.co.uk.
There may be some circumstances in which we cannot process returns, exchanges and cancellations and we have outlined these below.
Cancelling Or Amending Your Order
We cannot cancel or amend orders after payment has been taken. If you need to change the delivery address or other details related to your order, please contact us immediately using the email address listed above.
How To Make A Return
If you contact us within 14 days of receiving your coins, telling us that you would like to return your order, we can issue a refund or exchange in most circumstances.
To return items to Horsforth Coins for a refund or exchange, please contact us by email in the first instance. Once a refund or exchange has been agreed, please package the item securely and return the package to the address shown in your order invoice. Please enclose a note listing your name and order number, (as found in your order invoice and confirmation email), because this helps us to process your return faster.
Returned coins should be in the condition they were sent, unless a postage issue, (e.g. damage to a package), has been reported. All associated packaging and certificates should also be returned in dispatch condition.
We cannot cover return postage costs upfront or as part of a refund. If the coin you have received is genuinely faulty or otherwise not as described, then we will refund your outgoing postage costs as well as the cost of the item.
Receiving Your Refund
Refunds for products you return to us will be issued to the payment method used to purchase the items, minus the outgoing postage cost. Refunds will be issued within 14 days of items being received.
Making An Exchange
If you would prefer to exchange an item you have purchased for a different product please contact us, before posting a return, quoting your order number. We ask you to do this because we cannot always guarantee that your preferred alternative product will be available. Please contact us first so that we can explore options with you.
Please note that postage costs associated with exchanging non-faulty products are the responsibility of the customer.
Faulty And Misdescribed Products
We strive to describe our coins accurately. This includes providing genuine photographs and detailed descriptions, as well as identifying whether the product is new or pre-owned. Unless otherwise stated, it should be assumed that all coins sold are in circulated condition.
Brilliant uncirculated coins are sourced from the manufacturer, typically the Royal Mint. These uncirculated coins are supplied in mint-issued condition and in original packaging. This does not guarantee that the coin would receive a perfect 'PF 70' or similar if supplied to a third-party grading service. New coins may display striking errors under magnification and we do not consider such coins faulty.
Older brilliant uncirculated coins can display toning, also known as tarnishing, or milk spots. These effects are the result of natural chemical processes over time that can slightly impact the appearance of a coin and we do not consider such coins faulty.
If the coin you have received is genuinely faulty or otherwise not as described, then we will refund your outgoing postage costs as well as the cost of the item.
Items Damaged In Transit
We package our products carefully to ensure that they do not become damaged through the normal postal process.
If you suspect that a product has become damaged in transit, please report this issue by contacting us, quoting your order number and if possible, with supporting photographs. We will then make contact with the relevant courier, using the tracking number provided.
Concerns And Complaints
If you are having an issue with a return, refund or exchange, or would like to raise concerns regarding these processes, please contact Horsforth Coins using the email address provided above.