Your Right to Return
We want you to be completely happy with your purchase. Please read the following carefully, as different rules apply depending on whether your item is personalised or not.
Items That Are Not Personalised
Under the Consumer Contracts Regulations 2013 you have the right to cancel your order and return items that are not personalised (for example unpersonalised coins, cases and accessories) within 14 days of delivery, without giving a reason. To do so, contact us at hello@ultimatecoins.co.uk within the cancellation window and we will provide a returns address.
You are responsible for the cost of return postage. Goods must be returned in their original, undamaged condition including packaging. We will issue a full refund (including original delivery charge) within 14 days of receiving the returned goods, using your original payment method.
Personalised Items
Coins and other products made with your photo, names, dates, words or design choices are made to your specifications and are clearly personalised. Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel does not apply to them. Once you have placed your order, you cannot cancel it or return a personalised item because you have changed your mind.
If you contact us at hello@ultimatecoins.co.uk before we have started making your item, we will cancel it and refund you in full.
Please check your photo and all the details you enter before you order. We make your item exactly as you entered it, so a spelling or date mistake in what you typed is not a fault.
Faulty or Damaged Goods
If your item arrives damaged, is not as described, or does not match what you ordered (including a mistake we made in your personalisation), please contact us within 30 days of receipt at hello@ultimatecoins.co.uk with photographs of the damage. We will arrange a repair, replacement or full refund at no cost to you, in line with your statutory rights under the Consumer Rights Act 2015.
How to Start a Return
- Email hello@ultimatecoins.co.uk with your order number and reason for return.
- We will confirm eligibility and provide a returns address within 2 business days.
- Package your coins securely — we recommend tracked postage as we cannot be responsible for items lost in transit.
- Once received and inspected, your refund will be processed within 14 days.
Your statutory rights are not affected by this policy.
Last updated: September 2026