Cancellations & Refunds

We understand that sometimes you need to cancel an order or request a refund. This page explains when cancellations are possible, how refunds work, and what timeframes to expect.

Cancelling an Order

When Can You Cancel?

You can request a cancellation in the following situations:

• Before the seller ships — If the order is still in "Pending" or "Processing" status, cancellation is usually possible.
• Payment not yet completed — For wire transfer orders where you haven't sent the wire, you can cancel at any time.

When You Cannot Cancel

Cancellation is generally not possible in these situations:

• The order has already shipped — Once the carrier has picked up the package, the order cannot be cancelled. You would need to wait for delivery and then request a return/refund.
• Custom or special-order items — Items that were specifically ordered or prepared for you may not be eligible for cancellation.

How to Request a Cancellation

1. Go to Account → Orders.
2. Find the order you want to cancel and click on it.
3. If cancellation is available, you'll see a Cancel Order button.
4. Click it and confirm your cancellation request.
5. You'll receive a confirmation email when the cancellation is processed.

If you don't see a cancellation option, the order may have already moved to a status where cancellation isn't possible. In that case, contact CoinDuffle support at support@coinduffle.com for assistance.

Refund Process

When Are Refunds Issued?

Refunds may be issued in the following situations:

• Order cancellation — If you cancel an order before it ships, you'll receive a full refund.
• Item not as described — If you receive an item that doesn't match the listing (wrong product, wrong condition, wrong grade, etc.), you're entitled to a refund.
• Damaged in shipping — If an item arrives damaged due to shipping, you can request a refund.
• Missing items — If items are missing from your order, you'll receive a refund for the missing items.
• Seller-initiated cancellation — If the seller can't fulfill your order (e.g., the item is out of stock), you'll receive an automatic full refund.

How Refunds Work

Refunds are processed back to your original payment method:

Refund Amounts

• Full refund — The entire order total (items + shipping + tax) is refunded for cancellations and seller-initiated issues.
• Partial refund — If only some items are affected (e.g., one damaged item in a multi-item order), you'll receive a refund for just those items.
• Shipping refund — Shipping costs are refunded for cancellations and seller errors. For buyer-initiated returns, shipping may not be refunded (see below).

Returns

If you've received your order but need to return an item:

Return Eligibility

• Items must be returned in the same condition as received.
• Graded/certified coins must be in their original holder and the holder must be undamaged.
• Returns should be initiated within 14 days of delivery.
• Custom or special-order items may not be eligible for return.

How to Initiate a Return

1. Go to Account → Orders and find the order.
2. Click on the order to view details.
3. Contact CoinDuffle support through the order page or via email at support@coinduffle.com.
4. Explain the reason for your return.
5. Our support team will provide return instructions, including the return shipping address and any required forms.

Return Shipping

• Item not as described / seller error — CoinDuffle or the seller covers return shipping costs.
• Buyer's remorse / change of mind — You're responsible for return shipping costs. We recommend using insured, trackable shipping for returns of valuable items.

After We Receive Your Return

Once the returned item is received and inspected:

1. Inspection — The item is verified to be in the expected condition.
2. Refund processed — If everything checks out, your refund is initiated within 2 business days.
3. Refund received — The refund appears in your account per the timeframes listed above.

Important Notes About Pricing and Refunds

Because precious metals prices fluctuate, it's important to understand:

• Refunds are based on the price you paid — You'll receive back the amount you were charged at the time of purchase, regardless of current market conditions.
• No price adjustment refunds — If the price of an item changes (up or down) after your purchase, this does not entitle you to a refund or credit for the difference. This is standard practice in the precious metals industry due to market volatility.

Dispute Resolution

If you're unable to resolve an issue with a seller or you're not satisfied with the outcome of a refund request:

1. Contact CoinDuffle support — Our team acts as a mediator between buyers and sellers.
2. Provide documentation — Photos, screenshots, and detailed descriptions help us resolve disputes faster.
3. Resolution — We'll review the case and work toward a fair resolution for both parties.

CoinDuffle's buyer protection policy ensures that legitimate complaints are resolved in the buyer's favor. See Buyer Protection for more details.