Return and Refund Policy

Effective date: December 20, 2025

1. Overview

Monexa Reserve sells collectible coins, collectible banknotes, bullion, and related accessories. Many items are condition sensitive, and some items are priced using live market pricing. For that reason, our return rules are more specific than a typical retail store.

2. Contact window and return authorization

All returns require return authorization before anything is shipped back.

Contact us within the windows below, starting from the day your package shows delivered.

  1. Wrong item shipped, missing item, or shipping damage
    Notify us within 7 calendar days.

  2. Standard return request for eligible items
    Request authorization within 3 calendar days, then ship the return within 3 calendar days after approval.

3. What we will always fix

If we made the mistake, we will take care of it.

  1. Wrong item shipped

  2. Item arrived damaged in transit

  3. Item is materially not as described

Resolution may be replacement, exchange, or refund, depending on inventory availability. Refunds are issued after we receive and inspect the returned item.

4. Category rules, coins, banknotes, bullion, graded, raw, accessories

A. Bullion and market priced items

Because prices move quickly, approved returns for bullion and market priced items may be adjusted for market movement, and may include a processing or restocking fee. This is common in the category. SD Bullion+1
If you want the simplest approach, you can treat bullion returns as “authorized case by case” and default to buyback pricing instead of a normal refund.

B. Graded coins and graded banknotes

Returns are allowed only if the holder is intact, the certification number matches what we shipped, and the item is in the same condition as delivered.

C. Raw coins and raw banknotes

Raw items have subjective condition risk. Returns are limited to an inspection only standard. If you believe the item is materially not as described, contact us within 3 calendar days with clear photos.

D. Bulk lots and special orders

Bulk lots, special orders, and items marked final sale are not eligible for standard returns, except if wrong, damaged, or materially not as described.

E. Accessories and supplies

For accessories such as albums, holders, flips, binders, tubes, and storage supplies, returns are accepted within 14 calendar days if unused and in original packaging.

5. Items not eligible for return

These are not eligible for return, except where required by law, or if wrong, damaged, or materially not as described.

  1. Items that show signs of cleaning, alteration, use, re packaging, resealing, or tampering

  2. Items submitted for grading after delivery

  3. Any return that fails authentication or does not match the originally shipped item

6. How to request a return

Email us with:

  1. Order number

  2. Item name

  3. Reason for return

  4. Photos of the item and packaging, if applicable

We may request additional photos to confirm condition and authenticity.

7. Refund timing and method

Refunds are issued to the original payment method after the return is received and inspected. Inspection typically takes 3 to 7 business days after delivery to our returns location.

Shipping charges are not refundable unless the return is due to our error or a verified issue.

8. Return shipping and insurance

Unless the return is due to our error or a verified issue, the customer is responsible for return shipping costs and appropriate insurance. We recommend tracked shipping and signature confirmation for higher value orders.

9. Market movement adjustments, if applicable

If a return is approved for a market priced item, your refund may be adjusted to reflect market movement between order time and the time we receive the return, plus any disclosed processing or restocking fee. Large dealers explicitly reference market loss policies and restocking fees in this category. JM Bullion+1

10. Packages marked delivered but not received

If tracking shows delivered but you did not receive the package, contact us within 3 calendar days of the delivery scan so we can assist with a carrier trace and claims process.

11. Contact

Support email: support@monexareserve.com
Monexa Reserve

Returns FAQ page

Returns FAQ

How do I start a return

Email support@monexareserve.com with your order number, the item name, and the reason for the request. Include clear photos of the item and packaging when relevant. All returns require authorization before anything is shipped back.

Where do I send returns

Returns are accepted only after authorization. If approved, we will provide return instructions. Our returns contact address is:
Monexa Reserve
830 Brickell Ave
Miami, FL 33131

What is the deadline to report a problem

Time windows start on the delivery date shown by tracking.

Wrong item shipped, missing item, or shipping damage, contact us within 7 calendar days.
Raw coins and raw banknotes, inspection only, contact us within 3 calendar days if materially not as described.
Graded coins and graded banknotes, contact us within 7 calendar days, holder must be intact and certification number must match.
Accessories and supplies, return within 14 calendar days if unused and in original packaging.

Do you accept returns for bullion or market priced items

Bullion and market priced items are handled with authorization and may be adjusted for market movement, and may include a processing or restocking fee. If you simply changed your mind, we can also offer a buyback quote based on our current bid, when available.

What does materially not as described mean

Materially not as described means there is a significant difference between what was listed and what was delivered, such as the wrong date, mintmark, variety, denomination, certification, or a clear listing error. Normal minor variation on raw items, toning, and natural wear consistent with the listing are not considered material differences.

Are raw coins and raw banknotes returnable if I changed my mind

Raw items are inspection only due to condition sensitivity. If you believe an item is materially not as described, contact us within 3 days of delivery with clear photos.

Are graded items returnable

Graded items may be returnable if the holder is intact and the certification number matches what we shipped. Any cracked, opened, or altered holder is not eligible.

What items are not eligible for return

Items showing signs of cleaning, alteration, use, re packaging, resealing, label removal, odor, liquid exposure, or tampering.
Items submitted for grading after delivery.
Bulk lots, special orders, and items marked final sale, except if wrong, damaged, or materially not as described.

Who pays for return shipping

If the return is due to our error or a verified issue, we cover return shipping. Otherwise, the customer is responsible for return shipping and appropriate insurance. We strongly recommend tracking and signature confirmation for higher value returns.

When will I receive my refund

Refunds are issued after we receive and inspect the return. Inspection typically completes within 3 to 7 business days after delivery to our returns location. Refunds are issued to the original payment method.

What if my package shows delivered but I did not receive it

Contact us within 3 calendar days of the delivery scan so we can assist with a carrier trace and claims process. If possible, check with your local carrier office and anyone who may have accepted delivery.

Can I cancel my order

If your order has not shipped, we will do our best to cancel it. If it has shipped, it will follow the return rules by product category.

How do I contact you

Email support@monexareserve.com.