Shipping, Returns & Refunds Policy

Goldback Australia
Operated by No Bull Bullion Pty Ltd
ABN 66 664 095 658

Last updated: 24 October 2026

1. Introduction

This Shipping, Returns & Refunds Policy applies to purchases made through Goldback Australia, operated by No Bull Bullion Pty Ltd (ABN 66 664 095 658).

Goldback Australia operates as an online retailer and wholesale supplier of Goldbacks, Silverbacks and related products.

This policy should be read in conjunction with our Website Terms & Conditions and, where applicable, our Wholesale Account Terms.

Nothing in this policy excludes, restricts or modifies any right, guarantee or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law (ACL) or other applicable legislation.

2. Strict No Change-of-Mind Policy

Goldback Australia does not accept voluntary change-of-mind cancellations, returns, refunds or exchanges for Goldbacks or Silverbacks once an order has been accepted.

Goldbacks and Silverbacks are precious-metal-related products whose prices may fluctuate due to movements in gold and silver markets, foreign exchange rates, manufacturer pricing, product premiums, supply and demand.

Once an order has been accepted:

• A subsequent decline in the market price does not entitle the customer to cancel the purchase.
• Finding the same product at a lower price elsewhere does not entitle the customer to a refund or price adjustment.
• A change in personal circumstances, purchasing preferences or investment intentions does not create a voluntary cancellation right.
• Goldback Australia will not increase the agreed price of an accepted order solely because market prices subsequently rise.

This policy applies to retail and wholesale purchases, subject to applicable statutory rights.

Important: Our no-change-of-mind policy does not affect remedies available under Australian Consumer Law for faulty, misdescribed, incorrectly supplied or otherwise non-compliant goods.

3. Exceptional Non-Faulty Returns and 25% Restocking Fee

Although Goldback Australia maintains a strict no-change-of-mind policy, we may exceptionally agree to accept a return of non-faulty merchandise.

We are under no general obligation to accept voluntary returns where there is no contractual or statutory right to return the goods.

Where we agree to an exceptional voluntary return:

1. The return must be authorised by Goldback Australia before the goods are sent back.
2. A restocking fee of 25% of the original purchase price of the returned products will apply where disclosed to and agreed by the customer as part of the voluntary return arrangement.
3. The customer is responsible for arranging and paying for suitable return shipping unless otherwise agreed.
4. Returned goods must be in the condition agreed as part of the return authorisation.
5. We may inspect the returned goods before completing the agreed refund.
6. The approved refund will be calculated after deducting the agreed restocking fee and any other separately disclosed, lawful charges.

The 25% restocking fee does not apply where a customer is exercising a right to a refund or another remedy under Australian Consumer Law or other applicable legislation and charging that fee would be unlawful.

This clause does not reduce or restrict any non-excludable statutory rights.

4. Orders and Cancellation

Submitting an order through our website constitutes an offer to purchase the selected goods.

An order becomes accepted in accordance with the order acceptance provisions of our Website Terms & Conditions.

An automated acknowledgement of an order or receipt of payment does not necessarily constitute acceptance, unless the communication expressly confirms acceptance.

Before acceptance, a customer’s request to withdraw an offer will be considered in accordance with applicable law and the circumstances of the transaction.

Following acceptance, voluntary change-of-mind cancellations for Goldbacks and Silverbacks are not permitted under our ordinary policy.

Where Goldback Australia cannot fulfil an accepted order, we will provide an appropriate resolution in accordance with the contract and applicable law.

5. Shipping Services

Goldback Australia offers delivery options through Australia Post or another suitable carrier, as displayed at checkout. Availability may vary depending on the order, destination and selected service.

Express with Signature

Tracked express delivery with Signature on Delivery where available, using secure packaging appropriate for the products being shipped.

Insured Shipping – Express with Signature

Customers who select this service receive tracked express delivery with Signature on Delivery where available, together with additional secure-packaging checks and confirmation that the shipment is eligible for cover under Goldback Australia’s business goods-in-transit insurance arrangements, subject to the insurer’s limits, exclusions and conditions.

The charge for each available shipping option is displayed at checkout before the order is placed. Selecting the insured shipping option does not create a separate insurance contract between the customer and the insurer.

Goldback Australia remains responsible for its applicable contractual obligations and any non-excludable consumer guarantees, irrespective of the shipping option selected.

6. Business Goods-in-Transit Insurance

No Bull Bullion Pty Ltd maintains business goods-in-transit insurance arrangements covering eligible shipments, subject to the terms, conditions, insured-value limits and exclusions of its policy.

The insurance is maintained by No Bull Bullion Pty Ltd for its business operations. It is not a separate policy issued to individual customers.

Eligible shipments sent using the standard delivery option may also be covered under these existing arrangements. Selecting a particular delivery option does not remove or diminish any customer’s rights concerning loss, damage or non-delivery under applicable law.

Any insurance claim made by Goldback Australia is separate from the customer’s statutory rights and Goldback Australia’s obligations to the customer.

7. Shipping Costs

Shipping rates are calculated and clearly displayed during checkout before an order is submitted. Rates may vary according to the destination, order value, service selected and other relevant factors.

Customers may choose from the available delivery methods and will be shown the total shipping charge for their selection before confirming the order. Any applicable GST will be reflected in the checkout total in accordance with applicable law.

No optional delivery service will be charged without the customer’s selection or agreement.

8. Australia Post and Other Carriers

Goldback Australia dispatches orders using Australia Post or another suitable carrier, following the applicable conditions for the products, declared values, destinations and services used.

We will use appropriate packaging and delivery arrangements for the goods being sent, including tracking and Signature on Delivery where required or selected.

If an advertised shipping service is unavailable for a particular order, we will contact the customer to arrange a suitable alternative or another appropriate resolution under the contract and applicable law.

Business insurance arrangements do not override a carrier’s conditions of carriage.

9. Processing and Dispatch

Orders are processed after the required payment has been received or verified and any applicable verification checks have been completed.

Direct bank transfers may require additional clearance time, particularly for initial transfers to a new recipient account.

Processing and dispatch timeframes may vary according to stock availability, payment clearance, order volume, compliance requirements, weekends and public holidays.

We endeavour to dispatch orders within the timeframe disclosed to the customer or otherwise within a reasonable period.

If a significant fulfilment delay occurs, we will contact the customer and provide any remedy required under the contract or applicable law.

10. Secure Packaging and Delivery

Goldback Australia takes reasonable measures to package and dispatch orders securely.

Depending on the selected service and the nature of the goods, shipping may involve tracking, Signature on Delivery and other appropriate delivery arrangements.

Customers must provide accurate and complete shipping information.

Customers should ensure that the nominated delivery address is suitable for receiving the order and that an authorised person is available where a signature is required.

We may contact customers to verify delivery details where reasonably necessary to prevent fraud or delivery errors.

11. Lost, Missing or Damaged Shipments

If an order is lost, missing, materially delayed or arrives damaged, customers should contact Goldback Australia promptly.

Please provide:

• Your order number.
• The delivery address.
• Relevant tracking information.
• A description of the issue.
• Photographs of damage or packaging where reasonably available.

Goldback Australia will investigate the circumstances and liaise with the relevant carrier where appropriate.

We will provide any remedy required by Australian Consumer Law, the accepted order terms or other applicable law.

Customers will not be denied a statutory remedy because they chose a particular shipping option.

Any claim Goldback Australia makes under its own business insurance does not diminish the customer’s rights against Goldback Australia.

12. Incorrectly Supplied Products

If we supply a product that is materially different from the product ordered, please contact us as soon as reasonably practicable.

We will investigate and provide an appropriate resolution.

Where we have supplied the wrong goods, we will comply with applicable obligations concerning correction of the error, replacement, refund and reasonable return costs.

Please contact us for suitable return instructions before sending back high-value products.

This request does not restrict statutory rights.

13. Faulty or Misdescribed Products

We aim to supply products accurately described and consistent with their advertised specifications.

If a product is faulty, materially misdescribed, incorrectly certified or otherwise fails to meet an applicable consumer guarantee, please contact us.

We may reasonably request photographs, order information or an opportunity to inspect the product.

Where the Australian Consumer Law applies:

• A major failure may entitle the customer to reject the goods and choose a refund or replacement, together with any additional remedies provided by law.
• A failure that is not major may allow the supplier to remedy the issue within a reasonable time, with further rights arising where the legal requirements for those rights are met.
• Reasonable return, collection or other costs will be handled as required by law.

Our no-change-of-mind policy and 25% restocking fee do not override these statutory remedies.

14. Product Condition, Grading and Packaging

Products may be supplied with manufacturer packaging, protective sleeves, graded holders, certificates or other accessories described in their listings.

Customers should take reasonable care when handling and storing products.

Where packaging, grading, certification or condition forms part of a product’s advertised description, complaints will be assessed against those representations and applicable law.

Damage occurring after delivery through improper use or unreasonable handling does not automatically constitute a product defect.

However, opening packaging or inspecting a product does not, by itself, extinguish statutory consumer rights.

15. Returns Procedure

Customers should contact Goldback Australia before returning products.

For an authorised return, we will provide instructions regarding appropriate packaging and delivery arrangements.

Do not send merchandise to our postal correspondence address unless Goldback Australia has specifically authorised that address for the return.

Where goods must be returned or collected as part of a valid statutory claim, we will comply with the applicable legal requirements, including requirements concerning reasonable return costs.

16. Refund Processing

Approved refunds will be processed within a reasonable period, having regard to the reason for the refund and applicable legal obligations.

Where practicable, refunds will be made to the original payment method or another suitable, agreed payment destination.

We may undertake reasonable verification to protect against fraudulent or misdirected payments.

Any agreed restocking fee for an exceptional voluntary return will be disclosed before the return is authorised.

No fee will be imposed where doing so would unlawfully reduce a statutory refund or remedy.

17. Wholesale Purchases

Wholesale purchases are additionally subject to our Wholesale Account Terms and any specific supply agreement.

The application of Australian Consumer Law to business purchases depends on the circumstances, including whether goods are acquired for resale.

Some consumer guarantees may not apply to particular resale transactions, but other legal protections may continue to apply.

Our strict no-change-of-mind policy applies to accepted wholesale purchases of Goldbacks and Silverbacks, subject to any non-excludable rights and specifically agreed contractual arrangements.

18. Customer Service and Disputes

If you experience a shipping, delivery or product-related issue, please contact our customer service team.

Email: info@goldback.au
Telephone: 1300 427 866

We will review the matter in good faith and endeavour to provide a resolution within a reasonable period.

Nothing in this policy prevents customers from contacting a regulator, exercising their statutory rights or commencing lawful proceedings.

19. Changes to This Policy

Goldback Australia may update this policy to reflect changes in shipping arrangements, business practices or applicable law.

Updated terms will apply to future transactions as permitted by law.

Changes will not retrospectively remove contractual or statutory rights associated with previously accepted orders without agreement or another lawful basis.

20. Business Contact Details

Goldback Australia
Operated by No Bull Bullion Pty Ltd
ABN: 66 664 095 658

Email: info@goldback.au
Telephone: 1300 427 866
Postal Address: PO Box 2225, Noosa Heads QLD 4567, Australia
Website: https://shop.goldback.au

Goldback Australia operates exclusively online and does not maintain a public retail storefront.

Our postal address is for correspondence and is not an authorised merchandise return address unless we expressly confirm otherwise.