1. General Policy
EVG Gold provides a physical gold trading platform where users may purchase, sell, and hold gold measured in grams based on live market prices.
Due to the nature of gold trading and price fluctuations, all purchases are generally considered final once successfully processed.
2. No Refund on Completed Gold Purchases
Once a gold purchase has been successfully completed and reflected in the user’s EVG Gold account:
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Refunds are not allowed
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Cancellations are not permitted
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Returns are not applicable
This is because gold prices fluctuate in real time, and ownership of the gold is immediately allocated to the user upon successful transaction.
3. Refund for Failed or Duplicate Transactions
Refunds may be considered only under the following circumstances:
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Payment was successful but gold was not credited to the user’s account
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Duplicate payment occurred due to system or payment gateway error
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Transaction was incorrectly processed due to a technical issue on EVG Gold’s platform
In such cases:
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Users must notify EVG Gold within 3 working days
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Proof of payment (FPX receipt or transaction reference) must be provided
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Approved refunds will be processed back to the original payment method
4. Payment Gateway Processing Time
Refund processing times may vary depending on the FPX payment gateway and the user’s bank.
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Estimated processing time: 7–14 working days
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EVG Gold is not responsible for delays caused by banks or third-party payment providers
5. No Refund Due to Market Price Changes
EVG Gold does not provide refunds or compensation for:
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Changes in gold prices after purchase
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Market volatility
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User’s decision regret after transaction completion
Users are advised to review the gold price and transaction details carefully before confirming any purchase.
6. Physical Gold Redemption & Delivery (If Applicable)
For physical gold redemption or delivery:
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Once a redemption request is confirmed, no refund or cancellation is allowed
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Delivery fees, handling fees, or redemption charges are non-refundable
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EVG Gold is not responsible for delays caused by courier services or customs clearance
7. User Responsibility
Users are responsible for:
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Ensuring correct payment details
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Reviewing transaction amounts and gold weight before confirmation
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Maintaining accurate account information
EVG Gold shall not be liable for errors caused by incorrect user input.
8. Policy Changes
EVG Gold reserves the right to update or amend this Refund & Return Policy at any time without prior notice.
Any changes will be effective immediately upon publication on the EVG Gold platform.
9. Contact Us
For refund-related enquiries, please contact:
Email: [email protected]
WhatsApp / Support: +60 11-1310 6047