1. About these terms
These terms form the basis on which Moonstone Gold Limited provides this website and postal gold valuation and buying service. Please read them before requesting a pack or sending any item. Requesting a pack does not oblige you to send an item or accept an offer.
You must be at least 18 years old, act as an individual consumer unless we agree otherwise in writing, and have legal capacity to use the service.
2. Items you may send
We assess the categories described on our What We Buy page, which may include gold jewellery, scrap gold, coins and selected bullion. Contact us before sending unusually valuable, fragile or uncommon items. We may decline to value or purchase any item and may return items that fall outside the service.
You confirm that you own every item you send, are entitled to sell it, and that it is not stolen, counterfeit, subject to another person’s rights or connected with unlawful activity. Do not send cash, weapons, hazardous materials or anything prohibited by law or by the relevant postal or courier provider.
3. Selling packs and sending items
Follow the current instructions supplied with the pack, including packaging, labelling, permitted contents, tracking and any declared-value or insurance requirements. Keep your proof of posting and your own description or photographs of the contents. A pack or label must not be reused, transferred or used for unrelated goods.
Any transit cover, exclusions, compensation limit and claims procedure are those stated in the pack instructions or by the postal or courier provider for the service used. Contact us before posting if the estimated value may exceed a stated limit. We cannot promise that a carrier will accept a claim where its conditions or our packing instructions were not followed, but nothing in these terms excludes liability where it would be unlawful to do so.
4. Receipt, inspection and testing
We record a package when it is received at our processing location. Delivery tracking alone may not mean that inspection has begun. Items may be weighed, photographed, tested and assessed for purity, condition, authenticity and relevant resale characteristics. Non-destructive testing is used where reasonably practicable, but some testing or removal of material may leave a small mark.
Unless we expressly agree otherwise before you send them, our offer may relate only to precious-metal content. Stones, non-precious components, boxes, certificates or accessories may add no value to the offer. Testing, separating or removing stones and components may carry a risk of damage. Tell us before sending if an item has sentimental value or if you require stones or components to remain untouched; we may then be unable to assess it.
5. Estimates, gold prices and offers
Website calculators, market prices and examples are guides only. They are not a promise to buy or a final valuation. A final offer depends on physical inspection and may take account of verified purity, net weight, the relevant market price, testing, condition and resale or processing considerations.
Your offer communication will identify the assessed items or contents and provide the valuation information applicable to the offer, including weight, price per gram and total where relevant. It will also explain how to accept or reject and any deadline. We will give you a reasonable opportunity to consider the offer and will not treat silence as acceptance.
6. Accepting or rejecting an offer
A sale becomes binding when you clearly accept our offer through the method provided. Until then, you remain free to reject it. Once accepted, ownership of the purchased items passes to Moonstone Gold Limited and the items may be processed, resold or recycled; acceptance therefore cannot normally be reversed after processing has begun.
If you reject the offer within the stated period, we will arrange return using the method explained with the offer. We will not melt, dismantle beyond reasonable assessment, or dispose of an item before you accept the offer. If you do not respond, we will make reasonable efforts to contact you and explain the next step rather than assuming acceptance.
7. Returns
Returns are sent to the address recorded for your request unless we agree a change after appropriate security checks. You are responsible for ensuring your contact and delivery information is accurate. The return method, tracking, cover and any action required from you will be explained with the return arrangements.
Returned items may not be in precisely the same arrangement or packaging as received and may show reasonable effects of disclosed testing. Our responsibility for loss or damage is subject to applicable law and any fair, clearly disclosed carrier or insurance arrangements. We do not exclude responsibility for loss or damage caused by our failure to use reasonable care and skill.
8. Payment
After valid acceptance, we arrange payment using the method selected or agreed with you. You must provide accurate payment details in your own name and tell us promptly about an error. Banking or payment-provider processing times are outside our direct control. We will never ask you to pay a fee merely to release the agreed purchase price.
9. Cancellation and statutory rights
You may cancel a pack request before sending items by contacting us. Before accepting an offer, you can reject it and request the return of your items as described above. The legal character of a transaction in which we buy goods from you differs from an ordinary online retail purchase. Nothing in these terms removes any cancellation, consumer or ownership right that applicable law gives you.
10. Website information and acceptable use
We aim to keep website information accurate and available, but market data can be delayed and the website may occasionally be unavailable. Do not misuse the website, interfere with security, submit false information, impersonate another person, attempt unauthorised access or use automated tools in a way that disrupts the service. Content on this website is general information, not financial, investment, tax or legal advice.
11. Liability
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of rights that cannot lawfully be excluded, or any other liability that the law does not permit us to limit. Subject to that, we are responsible for loss that is a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for business losses suffered by a consumer or for losses caused by inaccurate information supplied by you.
12. Privacy
Our Privacy Policy explains how we handle personal information used for pack requests, accounts, valuations, payments, support and security.
13. Complaints
Contact us using the business details above and include your reference number where available. We will review the matter and explain our response. These terms do not prevent you from using any court, regulator, alternative dispute resolution service or other remedy available under law.
14. Changes, governing law and courts
We may update these terms for future use of the service. The version applying to a request is the version made available when that request was submitted, unless a change is required by law or expressly agreed with you.
These terms are governed by the law of England and Wales. If you live elsewhere in the United Kingdom, you retain any mandatory protections of your home jurisdiction and may bring proceedings in the courts available to you under applicable consumer law.