RICHMOND & STERLING LTD

COMPANY POLICY

These Terms and Conditions govern all dealings between customers (“you”) and Richmond & Sterling Ltd (“we”, “us”, “our”), whether conducted in person, via our official website, or through any associated online services. By engaging with Richmond & Sterling Ltd, you confirm that you have read, understood, and agreed to the terms set out below.

1. Business Scope and Professional Commitment

Richmond & Sterling Ltd operates in the purchase and sale of gold, precious metals, luxury jewellery and investment-grade gold and silver bars and coins. We are committed to delivering a transparent, secure, and professional service across all client interactions, whether conducted in person or through our online and remote channels.

2. Regulatory Compliance

We conduct our business in strict accordance with all applicable UK legislation and relevant international standards, including anti-money laundering and financial crime regulations. Our compliance framework is supported by staff training, internal controls, customer verification procedures, and ongoing monitoring to ensure lawful and responsible trading.

3. Customer Identification and Due Diligence

All customers are required to provide valid identification and proof of address prior to completing a transaction. Additional documentation may be requested where required by regulation, transaction value, or internal compliance procedures. Richmond & Sterling Ltd reserves the right to decline or delay transactions where verification requirements are not satisfied.

4. Pricing and Transaction Transparency

All transactions are priced clearly and openly, using live market data at the time of valuation. Precious metal prices reflect prevailing market conditions and recognised benchmark rates. Customers are provided with full pricing details before confirming any transaction.

5. Data Protection and Confidentiality

We take data protection seriously and handle all personal information in accordance with UK data protection legislation and GDPR. Customer data is stored securely, used only for legitimate business purposes, and disclosed only where legally required or necessary to complete a transaction.

6. Payments, Cancellations, and Returns

Payments for items sold to Richmond & Sterling Ltd are processed securely following receipt and verification of goods, and are made only to verified customer details. Once payment has been issued, transactions are considered final. For items purchased from us, any applicable cancellation, return, or refund terms are clearly communicated at the time of sale.

7. Delivery and Risk Responsibility

Customers sending items to Richmond & Sterling Ltd are responsible for appropriate packaging and adequate insurance during transit. Risk of loss or damage remains with the sender until items are received by us. Items dispatched by Richmond & Sterling Ltd are sent using insured and trackable delivery services.

8. Customer Care and Complaints

We aim to maintain high standards of service at all times. Any feedback, concerns, or complaints should be directed to our customer service team through our official contact channels. All matters are reviewed and addressed promptly, fairly, and professionally.

9. Policy Review and Updates

This Company Policy is reviewed regularly to ensure continued compliance with legal requirements and industry best practice. We reserve the right to amend this policy as necessary, with updates made available through our official communications.

By engaging with Richmond & Sterling Ltd, you acknowledge and agree to comply with the principles and procedures outlined in this Company Policy.