Terms of service
Terms and Conditions
Last updated: 27 September 2026
These terms apply when you use the gold-buying service provided by Britannia Gold Exchange LTD, a company registered in England and Wales (company number 17327003), trading from The Argent Centre, Hockley, Birmingham B1 3HS ("we", "us", "our"). Please read them before you send us any items. By posting items to us you agree to these terms. Nothing in these terms affects your statutory rights as a consumer.
1. Who can use our service
1.1 You must be at least 18 years old and live in the United Kingdom.
1.2 You must be the legal owner of the items you send, and act on your own behalf, not as an agent for someone else.
1.3 We may ask for proof of ownership or proof of identity before completing a purchase. We will not buy items we reasonably believe may be stolen or connected with illegal activity, and we may report suspicious transactions as required by law.
1.4 Please do not send hazardous materials or items that contain no precious metal.
2. The free postal kit and sending your items
2.1 Our postal kit, including the prepaid Royal Mail Special Delivery envelope, is free. Please send your items using the envelope we provide, hand it in at a Post Office and keep your proof-of-posting receipt.
2.2 Please complete the valuation form in your kit, including a description and the number of items you are sending.
2.3 Royal Mail Special Delivery includes compensation for loss or damage in transit of up to £750. If your items are worth more than £750, please contact us before posting. You can also buy additional cover at the Post Office, and we will refund the cost when you send us a copy of your receipt. Cover above the standard £750 only applies if it has been arranged or purchased before posting.
2.4 If a parcel is lost or damaged in transit, a claim is made under Royal Mail's compensation scheme and is limited to the cover in place. We will help you with any claim. Royal Mail normally requires the proof-of-posting receipt and evidence of the items and their value, so we recommend photographing your items before you seal the bag.
2.5 We may refuse delivery of any parcel that appears to have been opened, damaged or tampered with. Refused parcels are returned to you by Royal Mail, so that a claim can be made if needed.
2.6 If you send items in their original boxes or with certificates, we will do our best to return them with your items, but we cannot guarantee this.
3. Testing and valuation
3.1 Parcels are opened under CCTV. Every item is logged, weighed on calibrated scales and tested for purity using X-ray fluorescence (XRF), which does not damage your items. Assessments are recorded on video.
3.2 Occasionally XRF alone cannot confirm an item's content, for example with hollow items or items that may be plated or filled. In that case we will contact you before carrying out any further test that could mark or damage the item, such as cutting, filing or acid testing. We will only carry out such a test with your agreement. If you do not agree, you can have the item returned to you free of charge.
3.3 Items of mixed carat or purity are welcome. They are sorted and tested separately, and your offer shows a breakdown by carat or purity.
3.4 Some older jewellery contains cadmium. For health and safety reasons we cannot process items with a cadmium content above 1%. These items will be returned to you free of charge.
3.5 The calculator on our website gives an estimate only, based on market prices on the day you use it. It is not an offer. Your actual offer is based on the testing described above.
4. Gemstones
4.1 We buy precious metal only. We do not buy gemstones, and gemstones are not included in our offer.
4.2 If you accept our offer, any stones set in your items will not be returned. If a stone has value or sentimental meaning to you, please have it removed before sending your items.
4.3 If you decline our offer, your items are returned to you with any stones still in place.
5. Our offer
5.1 We will contact you by phone, email or text on the day your items are valued with an itemised offer showing the weight, purity and value of your items. The offer is based on the market price of precious metals on the day we value your items.
5.2 Our offer is guaranteed for 24 hours. After that, we may revise it to reflect changes in the market price.
5.3 You are under no obligation to accept our offer.
6. Price Match Promise
6.1 We will match a higher offer made to you by another UK online gold buyer for the same items, provided that:
- you send us a copy of the written offer, showing a description of each item, its weight and metal grade, the price offered and the date;
- the offer was made within the last 14 days; and
- the offer is for scrap gold. The Price Match Promise does not apply to jewellery bought for resale, bullion bars or coins.
6.2 We will adjust the matched price for any change in the gold market price since the other offer was made. For example, if the gold price has fallen by 5% since that date, our matched offer will be 5% lower.
7. Accepting our offer and payment
7.1 Once you accept our offer and give us your payment details, we will pay you the same working day. Payment is by Faster Payments bank transfer to a UK bank account as standard. PayPal or cheque are available on request.
7.2 We do not charge any fees for testing, valuation, payment or returns.
7.3 Precious metal we buy is refined, so once you have accepted our offer the sale is final and cannot be reversed.
7.4 If we overpay you because of an obvious error, you agree to repay the overpaid amount within 48 hours of us asking you to.
8. Declining our offer and returns
8.1 If you decline our offer, we will return your items free of charge by Royal Mail Special Delivery within 5 working days of you telling us.
8.2 Items that turn out not to contain precious metal are returned to you free of charge.
8.3 If Royal Mail cannot deliver a return, they will leave a card and hold the parcel for collection. If it is not collected and comes back to us, we will contact you to arrange redelivery.
9. Items in our care
9.1 Your items are our responsibility from when they are signed for at our premises until they are returned to you or you accept our offer.
9.2 If any of your items are lost or damaged while in our care, we will pay you their value based on our valuation, or provide items of equivalent value.
9.3 If we receive items that we cannot link to a customer (for example, where no valuation form or name and address is included), we will hold them securely for 60 days and try to identify the sender. To claim them you will need to describe the items in detail, and your proof-of-posting receipt will help us trace them. If they are not claimed within 60 days, we may refine them and will hold the proceeds for you in case you contact us later.
10. Our liability
10.1 We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.
10.2 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.
10.3 We are not responsible for delays or failures caused by events outside our reasonable control, such as postal disruption.
11. Your personal information
11.1 We use your personal information to provide our service, to meet our legal obligations (including identity and anti-money-laundering checks) and to contact you about your transaction, in line with UK data protection law (the UK GDPR and the Data Protection Act 2018).
11.2 Our Privacy Policy explains how we use and protect your information and your rights, including your right to request a copy of the information we hold about you free of charge.
12. Complaints
12.1 If you are unhappy with any part of our service, please email team@britanniagoldexchange.co.uk with "Complaint" in the subject line, or call us free on 0800 233 5323.
12.2 We will acknowledge your complaint within 1 working day and tell you who is handling it. We aim to resolve complaints within 5 working days. If we cannot, your complaint will be passed to a director for review.
12.3 As a member of the National Association of Jewellers (membership number NAJ-75025), we follow the NAJ Code of Conduct.
13. Reviews
13.1 We welcome honest reviews of our service, positive or negative.
14. General
14.1 We may update these terms from time to time. The terms in force on the day you post your items to us apply to your transaction.
14.2 If any part of these terms is found to be invalid or unenforceable, the rest remains in effect.
14.3 We may transfer our rights and obligations under these terms to another business, for example if we sell our business. We will tell you in writing if this happens, and it will not affect your rights.
14.4 These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts of your home country.
15. Using our website
15.1 The content of this website, including text, images and design, belongs to Britannia Gold Exchange LTD. You may view and print pages for your own personal, non-commercial use.
15.2 Links to other websites are provided for convenience only. We are not responsible for their content.
15.3 We aim to keep our website available and accurate, but we may suspend or change it for technical or business reasons.