Buying
Returns, refunds and disputes
How to send a coin back, what happens when a seller disagrees, and the deadlines on both sides.
Published 22 September 2026
Sending a coin back
Request a return from the order. The seller has 7 days to respond.
If they agree, you have 7 days to post the coin back, and they have 7 days from its arrival to confirm and refund. Miss a step and the case moves on by itself rather than stalling.
- 1
You request a return
day 0From the order itself, so the whole history travels with it.
- 2
The seller responds
7 daysAgree, decline, or say nothing — silence moves the case on without them.
- 3
You post the coin back
7 daysReturn postage is yours; the coin’s price is what gets refunded.
- 4
The seller confirms and refunds
7 daysMeasured from the coin arriving back with them.
Return postage is yours. The coin’s price is refunded, not what it cost to send it back — unlike the outbound label, which Florin House buys.
When something is actually wrong
A return is for changing your mind. If the coin never arrived, is not as described, arrived damaged, or you believe it is counterfeit, raise a dispute instead — it follows a different path with firmer deadlines, and it must be inside the 14-day protection window.
The seller gets 48 hours to refund, make an offer, or contest it. Silence is not a defence: a case that goes unanswered is decided without them.
What we decide, and what we do not
Two questions are kept apart on purpose. Who should have the money is often settled quickly, so you are not left waiting on a small sum. Whether someone did something wrong is a much higher bar and is always looked at by a person.
Straightforward cases resolve fast. Anything the rules cannot settle goes to a human with the reason attached, rather than being forced into an automatic answer.
- You can raise at most 2 disputes on one order.
- Evidence — photographs especially — makes a case far easier to settle, which is why sellers are told to photograph the actual coin.
- Both sides are told what happens at each step, by email and in the app.