Buyer Protection

At CoinDuffle, we take buyer protection seriously. When you purchase coins, bullion, or collectibles through our marketplace, you're backed by multiple layers of protection designed to give you confidence in every transaction.

Verified Dealers

Every seller on CoinDuffle goes through a verification process before they can list products:

• Identity verification — Sellers must complete KYC (Know Your Customer) verification to confirm their identity.
• Business verification — Commercial dealers provide documentation of their business, including relevant licenses and registrations.
• Ongoing monitoring — Seller activity is continuously monitored for unusual patterns or red flags.

When you buy from a CoinDuffle dealer, you know you're dealing with a vetted professional, not an anonymous seller.

What's Covered

CoinDuffle's buyer protection covers you in the following situations:

Item Not Received

If a seller marks an item as shipped but you never receive it:

1. Wait for the estimated delivery window to pass.
2. Check the tracking information for updates.
3. If the package is confirmed lost, contact CoinDuffle support.
4. We'll work with the seller and carrier to resolve the issue.
5. If the item can't be located, you'll receive a full refund.

Item Not as Described

If you receive an item that doesn't match the product listing:

• Wrong item — You received a completely different product than what was listed.
• Wrong condition — The item is in significantly worse condition than described (e.g., listed as Mint State but clearly circulated).
• Wrong grade — A coin was listed as a specific grade but doesn't match (for ungraded coins where the seller described the condition).
• Counterfeit — The item is not genuine.
• Missing certification — A graded coin was listed as PCGS/NGC certified but arrived without the certification holder or with a different grade.

In any of these cases, you're entitled to a return and full refund. Contact CoinDuffle support with photos and a description of the issue.

Damaged During Shipping

If your item arrives damaged due to shipping:

• Document the damage with photos (packaging and item).
• Contact CoinDuffle support within 48 hours of delivery.
• We'll coordinate with the shipping insurance to resolve the claim.
• You'll receive a refund or replacement, depending on availability.

What's Not Covered

Buyer protection does not cover:

• Buyer's remorse — Changing your mind after a purchase. However, you may still be eligible for a return within the standard return window (see Cancellations & Refunds).
• Normal market fluctuations — If the price of a metal drops after your purchase, this is not grounds for a refund. Precious metals are market-priced commodities and prices go up and down.
• Minor cosmetic variations — Bullion coins and bars may have minor variations in appearance (bag marks, milk spots, toning) that are considered normal for the product type and do not constitute "not as described."
• Transactions conducted outside CoinDuffle — We can only protect purchases made through the CoinDuffle platform. Never complete transactions outside the marketplace.

Dispute Resolution Process

If you have an issue with an order, here's how the dispute resolution process works:

Step 1: Contact Support

Reach out to CoinDuffle support with:

• Your order number
• A clear description of the issue
• Photos (if applicable — damage, wrong item, etc.)
• Any relevant communication with the seller

Step 2: Investigation

Our support team will:

• Review your claim and supporting documentation
• Contact the seller for their side of the story
• Examine the product listing, photos, and description
• Review shipping and tracking information

Step 3: Resolution

Based on the investigation, we'll determine the appropriate resolution:

• Full refund — If the claim is substantiated and the issue is significant.
• Partial refund — If there's a partial discrepancy (e.g., minor condition issue on an otherwise correct item).
• Return and refund — You send the item back and receive a full refund once the seller receives it.
• Replacement — If available, the seller sends a correct/undamaged replacement.

Step 4: Enforcement

CoinDuffle has the authority to:

• Issue refunds from the seller's funds held in escrow
• Remove products that are consistently misrepresented
• Suspend or ban sellers who repeatedly violate marketplace policies

Tips to Protect Yourself

While CoinDuffle has robust buyer protection, here are some additional steps you can take:

• Read the listing carefully — Pay attention to the product description, photos, condition notes, and any disclaimers before purchasing.
• Check seller ratings — Sellers with strong track records and positive reviews are lower risk.
• Ask questions — Use the product Q&A feature to get clarification before buying.
• Inspect items promptly — When your order arrives, inspect it right away and report any issues within 48 hours.
• Keep documentation — Save your order confirmation emails, product listing screenshots, and any communication with the seller.
• Never transact outside CoinDuffle — Our buyer protection only applies to purchases made through the platform.