This Refunds, Returns & Disputes Policy (the "Policy") sets out the terms under which 1Plus1Gold ("we", "us", "1Plus1Gold") accepts cancellations, returns, refund requests, and resolves payment disputes for retail purchases of investment-grade gold bullion via 1plus1gold.com. By placing an order with us, you confirm that you have read, understood, and agreed to this Policy.

Sales of gold to 1Plus1Gold (buybacks), conversions of split units into sealed CombiBar form, and enrolments into the 1Plus1Gold Gold Yield programme are governed by separate terms presented to you at the relevant point of those transactions and are not addressed in this Policy.

1. Nature of the Product

1Plus1Gold sells physical investment-grade gold bullion sourced from LBMA Good Delivery accredited refineries and mints. Products include sealed CombiBars and 1g splits broken from Valcambi CombiBars. All products meet Singapore's Investment Precious Metals (IPM) framework and are GST-exempt. The price you pay is determined by the live international gold spot price at the moment of order confirmation, plus our published premium and applicable fees.

2. Order Cancellation

Once you have confirmed and paid for an order, the gold spot price for your purchase is locked in, and we incur an immediate exposure to that price in our hedging and inventory operations. Accordingly:

• Until payment is confirmed, no spot price is locked and no order obligation arises; you may freely modify or abandon your cart at any time at no cost.
• Once payment is confirmed, orders cannot be cancelled or amended.
• If we are unable to fulfil your order due to stock unavailability or operational reasons, we will notify you and issue a full refund to your original payment method within seven (7) business days.

3. Returns

Due to the nature, value, and authentication requirements of investment-grade bullion, we do not accept returns on the basis of change of mind, dissatisfaction with appearance, or movement in the gold price after purchase.

Returns will only be accepted in the following circumstances:

• Damaged or defective product: if the product is received in a damaged, tampered, or defective condition.
• Incorrect product: if the product delivered does not match the product ordered (e.g., wrong weight or denomination).
• Authenticity concern: if the product is reasonably suspected not to be genuine, subject to independent verification.

Return requests must be submitted within forty-eight (48) hours of delivery, supported by photographs and the original packaging. The product, including the assay card and tamper-evident seal, must be returned in the condition received. We reserve the right to inspect and verify any returned item before issuing a refund or replacement.

4. Refunds

Where a refund is approved under Section 3, it will be processed as follows:

• Refunds are issued to the original payment method. We do not refund to alternative cards, accounts, or persons.
• Refunds are calculated based on the original purchase price paid and are not adjusted for movements in the gold spot price between the date of purchase and the date of refund.
• Refunds are processed within seven (7) to fourteen (14) business days of approval, subject to bank and payment processor timelines.
• Payment processing fees and delivery charges are non-refundable, except where the refund arises from our error.

5. Delivery Issues

All shipments are tracked, and 1Plus1Gold accepts responsibility for replacement or refund in the event of confirmed loss or damage in transit. If your delivery does not arrive within the expected timeframe, or arrives with visible damage to the outer packaging, please:

• Do not open the package if external tampering is evident; document it with photographs.
• Contact us within twenty-four (24) hours of the scheduled delivery date.
• We will investigate with our logistics partner and, if loss or damage is confirmed, replace the order or issue a full refund.

6. Self-Pickup Orders

For orders collected via self-pickup, the customer is required to verify the product (weight, denomination, packaging integrity, assay card) at the point of collection. Once collected and verified, the order is deemed accepted, and the return rights set out in Section 3 apply only in respect of authenticity concerns subsequently raised within forty-eight (48) hours.

7. Payment Disputes & Chargebacks

We are committed to resolving every customer concern fairly and promptly. If you have any issue with your order, we ask that you contact us first, before initiating a chargeback or dispute with your card issuer or payment provider. Most matters can be resolved within a few business days through direct communication.

Where a chargeback is filed without prior contact and is found to be unsubstantiated under this Policy, we reserve the right to:

• Provide our payment processor and card issuer with full transaction documentation, including evidence of your acknowledgement of this Policy at checkout.
• Suspend the customer account pending resolution.
• Decline future orders from the disputing customer.

8. Statutory Rights

Nothing in this Policy is intended to limit or exclude any rights you may have as a consumer under the Consumer Protection (Fair Trading) Act 2003 of Singapore or other applicable mandatory law. Where a product is found to be not of merchantable quality, not as described, or not fit for purpose, your rights under such laws apply in full.

9. How This Policy Is Presented to You

This Policy is published on our website and is brought to your attention at multiple touchpoints in the customer journey:

• Linked from the footer of every page on 1plus1gold.com.
• Linked from our Terms of Service.
• Displayed at checkout, where you are required to tick a confirmation box acknowledging that you have read and agreed to this Policy before payment can be processed.
• Referenced on your printable receipt.

10. Changes to This Policy

We may update this Policy from time to time. The version applicable to your order is the version published on our website at the time you place the order. Material changes will be communicated via the website and, where appropriate, by direct notification.