User Agreement and Terms of Sale – Gold De Royale Pty Ltd
This User Agreement ("Agreement") constitutes a legally binding contract between you ("Customer", "you" or "your") and Gold De Royale Pty Ltd ("Gold De Royale", "we", "our", or "us"), a company incorporated in Queensland, Australia. By accessing, using, or placing an order, you expressly acknowledge and agree to be bound by the following terms and conditions. If you do not agree to any of these terms, you must not access or use this website. By placing an order, you agree that this Agreement constitutes a “writing signed by you” and that such order creates a binding legal obligation on your part.
1. Transaction Terms and Conditions
1.1 Payment by Electronic Funds Transfer (EFT)
a) Electronic Funds Transfer (EFT) is our preferred method of payment.
b) A minimum of 5% of the total order value must be remitted within one (1) hour of order placement. The remaining 95% must be received by us within 24 hours of the order being placed.
c) If the payment deadlines in Clause 1.1(b) are not met, the original quoted price will lapse. The Customer shall then be liable for any increase in the market price of the ordered bullion. This clause does not apply if the market price decreases.
d) The Customer is required to furnish proof of payment via one of the following: A scanned receipt from the bank for over-the-counter EFT transactions; or a screenshot of the transaction confirmation page for online banking transfers, inserted into a Word document and emailed to us.
e) All orders are considered final and may not be modified or cancelled once processed in our system.
1.2 Credit Card Transactions
a) Online credit card payments are limited to AUD $5,000, exclusive of shipping, insurance, and surcharge fees. Accepted cards include Visa and MasterCard, subject to a 3.0% surcharge.
b) For transactions exceeding AUD $5,000, Customers must request and complete a manual credit card authorization form. Upon receipt, we will manually process the payment.
c) To mitigate fraud, we reserve the right to request front and back copies of the credit card used. The Customer agrees to comply with such requests upon our demand.
d) We reserve the right to decline any credit card transaction at our sole discretion, with or without cause.
e) Once an order is processed in our system, it is irrevocable and cannot be amended.
1.3 Financial Transaction Diligence
a) All transactions shall be conducted in Australian Dollars (AUD).
b) Any unauthorized credit card usage, false personal information, or attempted fraudulent activity shall be treated as criminal conduct and referred to the appropriate law enforcement authorities for prosecution.
c) We reserve the absolute right to reject any order, at our sole discretion, and without the obligation to provide a reason.
1.4 Bullion Market Loss Policy
a) Once an order is confirmed and prices are locked in, the Customer may not cancel the transaction, regardless of market fluctuations, as doing so exposes Gold De Royale Pty Ltd to financial loss.
b) If the Customer fails to remit payment as agreed, resulting in exposure to market loss, Gold De Royale Pty Ltd reserves the right to invoice the Customer for either: 30% of the total order value, or the full amount of the actual market loss incurred, whichever is greater.
1.5 Customer Identification Requirements
Pursuant to our obligations under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) ("AML/CTF Act"), and to ensure full compliance with the Australian Transaction Reports and Analysis Centre (AUSTRAC) requirements, all customers of Gold De Royale Pty Ltd engaging in the purchase or sale of bullion are required to complete a mandatory identity verification process.
1.5.1 Online Identity Verification
For customers residing in Australia, identity verification is preferably conducted electronically via smartphone. To initiate this process, the customer must email their full legal name and mobile phone number to us. The required documents (Two Forms of Identification):
Primary Photo Identification (select one): Australian Driver Licence; or Passport (Australian or international).
Secondary Identification (select one): Additional photo ID (if not already provided); or Non-photo ID, including: Medicare Card, Australian Birth Certificate, Australian Marriage Certificate, or Australian Change of Name Certificate.
As part of this online verification, the customer will be prompted to capture a live selfie photo through the mobile verification application. The process is typically completed within five (5) minutes.
1.5.2 Offline Identity Verification
Customers unable to use the online verification system must instead provide certified copies of the following:
One document from each of the following categories:
Category A – Primary Identity Documents: Full Birth Certificate (not an extract), Current Australian Passport, Australian Citizenship Certificate, Current International Passport.
Category B – Current Australian Driver Licence (government-issued), Government-issued Public Employee Photo ID Card, Department of Veterans' Affairs Card, Centrelink Pensioner Concession Card, Tertiary Education Institution Photo ID (current), Proof of Age Card (government-issued), Medicare Card or Private Health Insurance Card, Council Rates Notice, Australian Taxation Office (ATO) Assessment Notice.
In addition, the customer must submit a selfie photo clearly showing their full face. This photograph must: be in focus and well-lit; exclude accessories (e.g., hats, glasses, headphones); be taken without strong backlighting or in dark settings. Selfie images that are blurry or obscured will not be accepted.
1.5.3 Business Entities and Self-Managed Superannuation Funds (SMSFs)
For purchases made on behalf of a business or a self-managed superannuation fund, the following additional documentation is required: Businesses: A copy of the current business registration certificate. SMSFs: A copy of the trust deed indicating the names of all trustees.
1.5.4 Certification of Documents
Certified copies of identity documents must be attested by a qualified certifier, such as: Justice of the Peace (JP), Commissioner for Declarations or Affidavits, Police Officer, or Authorised personnel at an Australia Post Office.
Certification Requirements: The certifier’s official stamp or seal must be clearly visible; Documents bearing only a name and signature, without an official seal, will be rejected. All documents must be in English.
Documents can be mailed to: The Compliance Officer, Gold De Royale Pty Ltd, PO Box 971, Spring Hill, Queensland 4004.
It can also be emailed (in colour) to: customercare@goldderoyale.com.au
1.6 Order Pricing
a) Online Bullion Orders (Customer Buying Bullion)
In the event that a pricing error is identified in a bullion purchase order placed by the customer, regardless of the stage of the transaction, Gold De Royale Pty Ltd reserves the right to cancel the order. In such a case, any payments made by the customer will be fully refunded, and no further liability shall be incurred by Gold De Royale Pty Ltd.
b) Buyback Orders (Customer Selling Bullion)
All inquiries pertaining to current buyback prices shall be directed by customers to Gold De Royale Pty Ltd via electronic mail. All buyback prices quoted by Gold De Royale Pty Ltd are indicative and subject to change at any time due to market volatility. A quoted buyback price is only deemed confirmed when the customer accepts the quoted price within the time window specified by Gold De Royale Pty Ltd and Gold De Royale Pty Ltd confirms acceptance of the quoted price in writing via email. Until such written confirmation, the quoted price is non-binding.
1.7 Order Fulfillment
If, after order placement, Gold De Royale Pty Ltd determines that it is unable to fulfill the order whether due to market conditions, product unavailability, or supply chain disruptions, the order will be cancelled. In such circumstances, the customer will be issued a full refund of all amounts paid. Gold De Royale Pty Ltd shall not be liable for any damages or losses beyond the return of the original payment.
2. Exchange and Refund Policy
Gold De Royale Pty Ltd operates a strict no-return, no-exchange policy for bullion products. This policy is enforced in consideration of the highly volatile nature of bullion markets, where prices fluctuate rapidly and inventory positions are subject to constant change.
Changing your mind after placing an order does not constitute a valid ground for cancellation, refund, or exchange. Customers are strongly encouraged to contact us prior to order placement for guidance or clarification.
Refunds, returns, or exchanges will not be granted for the following reasons (including but not limited to): you have changed your mind; you are experiencing financial difficulty; you prefer a different product; you found the product at a lower price elsewhere; you did not read or understand our Terms and Conditions prior to purchasing.
3. Shipping, Transit Insurance and Delivery Policy
3.1 Shipping Costs
a) Domestic Shipping Charges: For select online orders, domestic shipping charges are calculated and displayed at checkout. For other orders, shipping fees will be communicated separately and must be paid upon prior to dispatch.
b) International Shipping Charges: International shipping is available on a quoted basis only. Customers must contact Gold De Royale Pty Ltd via email to obtain a shipping quote. International shipments are fulfilled via FedEx, and charges will differ substantially from domestic rates. Customers acknowledge that international shipping charges are significantly higher and are fully responsible for these costs.
3.2 Transit Insurance Conditions
a) Optional Transit Insurance: Transit insurance is not automatically included. It is the customer’s responsibility to select and purchase insurance during the order process. If insurance is not selected, the shipment will not be insured, and the customer assumes full liability for any loss, theft, or damage during transit.
b) Liability Exclusions and Customer Obligations: Once an order has been confirmed as shipped, it shall be deemed delivered unless one or more of the following applies: The delivery address provided was incomplete, illegible, incorrect, or outdated; the recipient was unavailable, relocated, or failed to collect the parcel on the day of delivery; the parcel was collected by a third party, nominee, or unauthorized person; the delivery address was a non-residential or otherwise insecure location. In such instances, any transit insurance is void, and Gold De Royale Pty Ltd accepts no liability for loss or damage.
c) Transfer of Risk: Risk of loss or damage to the bullion passes to the customer at the moment it is collected from the shipping carrier. The customer accepts full responsibility from this point forward, including any failure to secure independent insurance coverage. Gold De Royale Pty Ltd does not provide advice on the selection, suitability, or terms of any insurance policy nor makes any representations regarding the customer’s eligibility to claim under such policies.
d) Loss or Theft During Transit (Where Insured): If an order is lost or stolen while in insured transit and subject to unforeseen circumstances beyond Gold De Royale Pty Ltd’s control, compensation will be limited to the original purchase price of the bullion item (excluding shipping and insurance fees). Compensation shall not exceed the actual value paid by the customer for the bullion item itself.
e) Right to Replace Instead of Refund: At its sole discretion, Gold De Royale Pty Ltd may choose to fulfill its obligation to the customer by providing a replacement bullion item matching the original order in terms of weight, fineness, and content, even if sourced from a different refiner. For example, a 100-gram gold bar from one refiner may be substituted with a 100-gram gold bar from another refiner of equal weight and fineness. The customer hereby agrees to accept such substitutions as valid and final.
3.3 Shipping Conditions
a) High-Risk, Remote, and High-Value Shipments: For orders involving delivery to high-risk or remote locations, or shipments of high monetary value, Gold De Royale Pty Ltd will issue a custom shipping quote. This quote must be paid by the customer prior to dispatch.
b) Restrictions on Vault-to-Vault Transfers: Bullion held in storage within Gold De Royale Pty Ltd’s secured vault facility cannot be transferred directly to any third-party vault or vaulting service. Delivery from our storage facility is strictly limited to the customer’s verified residential address.
c) No In-Person Collection and No Third-Party Delivery
i) Customers are not permitted to personally collect bullion from Gold De Royale Pty Ltd’s premises under any circumstances.
ii) All deliveries must be made to the customer’s own residential address, as verified during the identity verification process.
iii) Bullion orders will not be shipped to third parties, including family members, agents, or business associates.
d) Vaulted Bullion Handling and Shipping Fees: For bullion stored in Gold De Royale Pty Ltd’s vault and later requested for delivery, handling and shipping charges will differ from standard delivery charges and will be issued to the customer as a separate quote.
3.4 International Shipping and Insurance
a) Duties and Taxes: All international customers are solely responsible for paying any customs duties, import taxes, VAT/GST, or other applicable fees imposed by the destination country. Customers are advised to contact their local customs authorities to confirm applicable rates prior to placing an order.
b) Return Due to Non-Payment or Failed Delivery: If an international shipment is returned to Gold De Royale Pty Ltd due to the customer’s refusal to pay duties or taxes, or undeliverable by the carrier due to customer unavailability, incorrect address, or non-responsiveness, the customer shall be liable for: all return shipping charges; any duties or taxes paid by Gold De Royale Pty Ltd in facilitating the return; and any reshipping costs for sending the package again. Gold De Royale Pty Ltd will not re-ship any returned order until all such charges have been paid in full.
c) Customer Availability and Customs Clearance: It is the customer’s responsibility to remain available for delivery and to clear customs on the same day the shipment arrives in the destination country. Failure to do so will void any applicable transit insurance, and Gold De Royale Pty Ltd shall not be liable for any resulting loss, theft, damage, or delay.
3.5 Delivery Timeframe for Bullion Orders
Gold De Royale Pty Ltd endeavors to dispatch all orders as promptly as possible. However, due to sustained global demand for Swiss-refined bullion and London Bullion Market Association (LBMA) accredited products, dispatch and delivery timelines may extend up to eighteen (18) weeks. Delivery timelines are estimates only and are not binding. Gold De Royale Pty Ltd shall not be liable for any delays in dispatch or delivery, including any associated losses or claims resulting therefrom. Customers acknowledge that high demand and supply chain volatility may cause delivery delays that are outside of Gold De Royale Pty Ltd’s control.
3.6 Supply Interruptions and Force Majeure
If Gold De Royale Pty Ltd is prevented, whether directly or indirectly, from fulfilling an order or any part of its obligations under this agreement due to events beyond its reasonable control, including but not limited to: natural disasters (e.g., flood, fire, drought, earthquake, lightning strike), acts of god, pandemic or epidemic (including lockdowns or related disruptions), mechanical or electrical failures, industrial actions, disputes, or lockouts, civil unrest, sabotage, or terrorism, war (declared or undeclared), governmental actions or inactions (foreign or domestic), or failure by third-party suppliers or logistics providers, then Gold De Royale Pty Ltd’s obligations shall be suspended for the duration of the event. Gold De Royale Pty Ltd will make reasonable efforts to resolve or mitigate the disruption but shall not be required to settle industrial disputes on unfavourable terms.
4. GST
In this clause, the following definitions apply:
a) GST has the same meaning as in the GST Act.
b) GST Act means the A New Tax System (Goods and Services Tax) Act 1999.
c) Taxable Supply has the same meaning as in the GST Act.
d) Tax Invoice has the same meaning as in the GST Act.
e) The consideration payable by the client has been fixed without regard to the impact of GST.
f) If GST is or becomes payable on a Taxable Supply made under or in connection with this document, the party providing consideration for that Taxable Supply (recipient) must pay an additional amount equal to the GST payable on the Taxable Supply.
5. Secure Bullion Storage
a) Availability and Enrolment: Gold De Royale Pty Ltd provides secure, offsite storage facilities exclusively for precious metals owned by its customers ("Customer"). Customers wishing to utilize this storage service must submit a request via email. Upon such request, Gold De Royale Pty Ltd will supply the Customer with detailed information regarding the applicable storage fees, service charges, and terms.
b) Minimum Handling Time for Stored Bullion: Where customers bullion has been held in storage for a period exceeding twelve (12) months, the standard handling period shall be fourteen (14) weeks. This timeframe also applies when: the Customer submits a request to withdraw bullion from storage; or the Customer requests Gold De Royale Pty Ltd to repurchase the stored bullion. In both scenarios, the Customer must provide written notice to Gold De Royale Pty Ltd at least fourteen (14) weeks in advance of the intended withdrawal or sale.
c) Handling and Shipping Charges: Customers bullion held in storage for more than twelve (12) months will be subject to additional handling fees, which are: separate from any shipping charges; and fully payable by the Customer prior to the release and shipment of the bullion. All applicable charges must be settled in full before any physical movement of the stored bullion can occur.
d) Amendments to Storage Terms: Gold De Royale Pty Ltd reserves the right to amend, update, or modify the terms and conditions governing its Secure Bullion Storage service at any time and at its sole discretion. The Customer acknowledges that continued use of the storage service following any such amendments shall constitute the Customer’s acceptance of the revised terms.
6. Privacy Policy
Gold De Royale Pty Ltd is committed to protecting your personal information in accordance with the Australian National Privacy Principles set out in the Privacy Act 1988. Contact information from our online forms is used to obtain accurate shipping information to ship orders to the client. The client’s contact information is also used to send Gold De Royale Pty Ltd’s sales material and for contact with the client during the course of the transaction. Financial information collected during the online shopping process is used to bill the client for our products and services. We do not disclose our client’s details or credit card information to outside parties unless required to do so by Australian law. All email or other correspondence received from our website visitors is treated in strict confidence. We only use the information supplied by our client for the purpose of responding to the client’s questions. We will not sell or otherwise disclose such information including email addresses to any external parties. Gold De Royale Pty Ltd will only disclose your information to external persons or bodies as permitted by the Privacy Act 1988, including in the following circumstances:
a) where you consent to the disclosure;
b) in the case of information collected through your application for AUSTRAC identification requirements;
c) to comply with all reporting requirements in order to detect, prevent and report money laundering activities (Anti-Money Laundering and Counter-Terrorism Financing Act 2006);
d) to our contractors so that we can complete a transaction on your behalf or provide you with a service that you have requested;
e) where required by law such as under a subpoena issued by a court;
f) for law enforcement purposes for which the information was collected.
7. Website Security Policy
Gold De Royale Pty Ltd does not take security lightly. We are extremely serious about protecting your details whilst shopping online, and for this reason payments processed online are done so using the highest level of security available to us. All information you provide to us during the ordering process is encrypted for your protection. The Gold De Royale Pty Ltd site has security measures in place to prevent the loss, misuse, and alteration of the information under our control. The page where you enter your credit card information goes directly to our secure server. Every keystroke you make is encrypted from your connection through to our secure server. Your information is also protected by Gold De Royale Pty Ltd’s Privacy Policy. All information received from you is treated in strict confidence.
8. Spam Act 2003 Compliance
Gold De Royale Pty Ltd complies with the Australian Government’s Spam Act 2003 and the guidelines for business in relation to the contents of commercial electronic messages. Gold De Royale Pty Ltd only sends email advertising after each addressee’s consent, includes its address and contact details in every email promotion, and ensures the inclusion of a functional unsubscribe facility.
9. Copyright and Trademark Information
Gold De Royale Pty Ltd are registered trademarks of Gold De Royale Pty Ltd (ACN: 134939272, ABN: 80134939272). The names of actual companies and products mentioned herein may be the trademarks of their respective owners. Gold De Royale Pty Ltd intends no infringement of such trademarks. Materials contained on this website may not be used or reproduced without written permission of Gold De Royale Pty Ltd.
10. Information and Links to Other Websites
Gold De Royale Pty Ltd website may contain information, articles or links to third party websites. These linked websites are not under the control of Gold De Royale Pty Ltd and Gold De Royale Pty Ltd is not responsible for the content of any linked website or any hyperlink contained in a linked website. The information contained on the website is given in good faith, but no representation or warranty, express or implied, is made that such information is accurate or complete and it should not be relied upon as such. Gold De Royale Pty Ltd provides these hyperlinks for your convenience only, and the inclusion of any link does not imply any endorsement of the linked website by Gold De Royale Pty Ltd. Any link provided to any such website is used entirely at your own risk.
11. Financial Disclaimer
Gold De Royale Pty Ltd does not accept any liability for any investment decisions made on the basis of the information provided on our website. Gold De Royale Pty Ltd and its staff do not give investment or financial advice. The content within this site is strictly informational, to be used as a source to better your knowledge and judgement. Under no circumstances should you assume, take for granted or guess that this content is anything other than informational data. All investments involve different degrees of risk and you should be aware of your risk tolerance level and your financial situation at all times. Investment in precious metals involves a high degree of risk. Precious metal markets are extremely volatile and can result in substantial loss of your money. We suggest a careful approach to buying or selling precious metals, especially if you are new to this investment area. Do not proceed unless you fully understand the possible risks associated with this investment class. We strongly advise all customers to seek independent investment and financial advice before proceeding with buying or selling precious metals. Gold De Royale Pty Ltd and its staff are not liable for any loss caused, whether due to negligence or otherwise arising from the use of, or reliance on, the information provided directly or indirectly by us.
12. Legal Advice
Gold De Royale Pty Ltd and its staff do not give legal advice. Gold De Royale Pty Ltd urges you to obtain professional legal and financial advice before proceeding with any precious metal investment decision.
13. Website System Failure and Logistics Error
Gold De Royale Pty Ltd depends on information technology in relation to pricing, it may happen that the system may malfunction or fail, and the pricing shown on the website may not reflect the actual price. While we make every attempt to avoid these errors, they may occur. In such cases, we reserve the right to correct any and all errors when they do occur and we do not accept inaccurate prices. If a product’s listed price is lower than its actual price, we will at our discretion contact you before processing the order in order to cancel the order and offer a refund or the client agrees to pay any difference between the actual and the charged price. It may happen that when your order gets ready to be dispatched the bullion that you have purchased is no longer available due to an error in the inventory count (logistics error). If such a situation arises, Gold De Royale Pty Ltd will refund your money back for the number of bullion items that are not in stock due to the inventory error. Gold De Royale Pty Ltd shall not be liable for any delays in the transmission, delivery or execution of the client’s order due to malfunction or system failure.
14. Frequently Asked Questions
The frequently asked questions provide information on the various queries that are asked by customers. Please take time to read them prior to placing an order with Gold De Royale Pty Ltd. If you do not understand them, please email us prior to placing an order.
15. YouTube Videos
All YouTube videos that are loaded on our website (www.goldderoyale.com.au) and on our YouTube channel are for educational purposes and do not constitute financial advice. All images, music, characters, components and support files contained in all YouTube videos are copyrights and trademarks of their respective owners.
16. Account Suspension (Online Account and Secure Storage Account)
a) Nature of Business Relationship: Engagement in business with Gold De Royale Pty Ltd is deemed a privilege, not an inherent right.
b) Right to Suspension: Gold De Royale Pty Ltd expressly reserves the unequivocal right to suspend any customer's account, encompassing both online and secure storage accounts, at its sole discretion, without the requirement to provide justification at any time whatsoever.
c) Non-Compliance: Customers who fail to comply with any provision of Gold De Royale Pty Ltd established Terms and Conditions shall be subject to the immediate suspension of their respective accounts, including, but not limited to, their online account and secure storage account.
17. Website Amendments and Governing Law
a) Website Amendments: Gold De Royale Pty Ltd reserves the unfettered right to effect any and all modifications, alterations, or amendments to its website at any time, without prior notice to any party.
b) Amendment of Terms and Conditions: These Terms and Conditions are subject to modification, alteration, or amendment by Gold De Royale Pty Ltd at any time, without prior notice.
c) Acceptance of Amended Terms: Your continued use of the Gold De Royale Pty Ltd website or engagement in business with Gold De Royale Pty Ltd following any such modifications, alterations, or amendments shall constitute your express and unequivocal agreement to be legally bound by the entirety of the amended or updated Terms and Conditions. It is incumbent upon you to regularly review these Terms and Conditions prior to engaging in any purchase or utilizing any service provided by Gold De Royale Pty Ltd.
d) Governing Law and Jurisdiction: This Agreement shall be construed and governed in accordance with the laws in force in the State of Queensland, Australia. The Parties hereby irrevocably submit to the exclusive jurisdiction of the Courts of Queensland, Australia, for the resolution of any disputes arising hereunder.
