Return & Refund Policy

At Btc Goldshop, we want you to be completely satisfied with every purchase. If something isn’t right — whether it’s a shipping error, a damaged product, or simply a change of mind — we’ll make it right. Our return policy is designed to be fair, transparent, and firmly on the customer’s side.

Return Conditions

To qualify for a return, your item must meet all of the following criteria:

• Be in its original, unaltered, and unopened condition — assay cards and sealed packaging must be intact
• Include all original packaging, certificates of authenticity, and documentation
• Be free from tampering, testing marks, scratches, or fingerprints
• Be returned within 30 calendar days of the delivery date

Exceptions: Custom-engraved items, personalized products, or items that have been removed from their original sealed assay packaging are not eligible for return unless they are defective or were shipped incorrectly.

How to Initiate a Return

Returning a product to Btc Goldshop is straightforward:

Step 1 — Contact Us: Email [email protected] with your order number, the product(s) you wish to return, and the reason for return. Include photos if the product arrived damaged.

Step 2 — Receive Your RMA: Our team will review your request and issue a Return Merchandise Authorization (RMA) number within 24 hours, along with return shipping instructions.

Step 3 — Ship Your Return: Package the item securely using the original packaging if possible, mark the RMA number clearly on the outside of the package, and ship using an insured, tracked service for the full product value.

Step 4 — Refund Processed: Once we receive and inspect your return, your refund is issued within 5 business days.

Important: Returns shipped without a valid RMA number cannot be processed and may be returned to sender at the customer’s expense.

Return Shipping

• Customer Responsibility: Return shipping costs and insurance are the responsibility of the customer. We recommend using insured, tracked shipping for the full declared value of the item.
• Defective or Incorrect Items: If the return is due to our error (wrong item shipped, defective product, or transit damage), Btc Goldshop will cover return shipping costs or arrange a prepaid return label.
• Lost Returns: Btc Goldshop is not responsible for return packages lost in transit. We strongly advise retaining your shipping receipt and tracking number until your refund is confirmed.

Refunds

• Refund Timeline: Refunds are processed within 5 business days after we receive and inspect your return.
• Refund Method: Refunds are issued in the original cryptocurrency used for payment or its USD equivalent at the time of refund — whichever amount is more favorable to you. This protects you from being penalized by crypto market movements between purchase and return.
• Full Refund: Eligible returns receive a 100% refund of the product purchase price.
• Partial Refund: Items returned with damaged packaging, missing certificates, or signs of handling may be subject to a restocking assessment. If a partial refund is offered, you will be notified before processing and given the option to have the item returned to you instead.

Non-Delivery & Damaged Shipments

Btc Goldshop guarantees every delivery. If something goes wrong in transit, we take full responsibility:

• Non-Delivery: If your order does not arrive, you receive a full refund or free replacement — your choice. There is no time limit on filing a non-delivery claim.
• Damaged Shipments: If your package arrives damaged or shows signs of tampering, contact us within 48 hours of delivery with photos. We will arrange a full replacement or refund at your choice, no questions asked.
• Missing Contents: If your package arrives but contents are missing or incorrect, contact us immediately. We will resolve the issue with a replacement shipment or refund within 48 hours.

Exchanges

We do not offer direct product exchanges at this time. If you’d like a different product, simply return the original item for a refund and place a new order. This ensures you always receive the most current market pricing on your new purchase.

Contact Us

For returns, refunds, complaints, or any questions about your order:

Email: [email protected]
Response Time: Most return requests are reviewed and responded to within 24 hours on business days.
Languages: English, German, French, Dutch

Your satisfaction matters to us. If you’re ever unhappy with a purchase, reach out — we’ll work with you to find a fair resolution.