Last updated: November 2, 2025

At Fortuna Bullion, we work to ensure the maximum satisfaction and security of our clients. However, due to the nature of the products we sell, returns are subject to special conditions regulated by current legislation.

1. Exclusion of the right of withdrawal (Right of Cancellation)

In accordance with Article 16(b) of Directive 2011/83/EU and Article 17(1)(b) of Decree-Law No. 24/2014 (Portugal), the right of withdrawal from the contract does not apply to the supply of goods whose price depends on fluctuations in the financial market that the supplier cannot control. This is the case for investment precious metals (gold, silver, etc.).

Therefore, once the order is confirmed and payment is made, it shall be binding and cannot be cancelled or refunded, except in the case of an error attributable to Fortuna Bullion or a demonstrable shipping incident.

2. Damaged or incorrect products

If an order arrives damaged, tampered with, or incorrect, the client must follow these instructions:

  • If the packaging shows visible damage at the time of delivery, you must refuse receipt and report it immediately to info@fortunabullion.com.
  • If the damage or error is detected after delivery, the client must notify us in writing at info@fortunabullion.com within a maximum period of 24 hours after receipt.
  • After this period, claims for damages or shipping errors will not be accepted.

Fortuna Bullion may request photographs, videos, or additional documentation to verify the incident before proceeding with the replacement or refund of the affected product.

3. Insured shipments

All orders placed at Fortuna Bullion are shipped with full insurance until the moment of delivery. In the event of loss or damage during transport, the company will manage the claim with the insurer and, once the incident is confirmed, will proceed with the respective replacement or corresponding refund.

4. Administrative errors or duplicate payments

In the event of administrative errors, duplicate payments, or overpaid amounts, the client must communicate the situation in writing to info@fortunabullion.com, indicating the order details and attaching proof of payment.

Upon verification, the refund will be made using the same payment method used in the original transaction, unless expressly agreed otherwise with the client.

5. Non-conforming products or manufacturing defects

Fortuna Bullion guarantees the authenticity and purity of all metals sold. If a non-conforming product or a manufacturing defect is detected, the client may request its review or replacement, provided they communicate the problem within a maximum period of 24 hours after receipt.

6. Contact for returns or incidents

All requests and communications must be made in writing to:

  • 📧 Email: info@fortunabullion.com
  • 📍 Address: Av. Aviação Portuguesa 26, 2720-059 Amadora, Portugal

To expedite management, we recommend including in the email:

  1. Order number.
  2. Full name of the client.
  3. Detailed description of the incident.
  4. Legible photographs or videos of the product and packaging.

7. Applicable legislation

This policy is governed by Portuguese and European legislation on consumption and e-commerce. In the event of a dispute, the competent court shall be that of the district of Lisbon, without prejudice to the rights corresponding to the consumer under Regulation (EU) No. 1215/2012.