Guides and policies
Returns and Refunds
A bar's price is fixed at the moment you pay, so cancellation and return rules for bullion differ from ordinary goods. This page explains exactly what happens in each case.
Cancelling an order
An order that has not been paid yet (status "Awaiting payment") can be cancelled at any time from "My orders". There is no charge, and nothing has been taken from you.
A paid order cannot be cancelled. At the moment of payment, the bar's price is fixed at that moment's market rate and the item is registered in your name. If you change your mind after paying, you can sell the bar back to Talavest at the current price (explained below).
Mismatched, damaged or faulty items
In any of these cases, Talavest will replace the item with the correct one at no extra cost or refund its price:
- the bar delivered does not match the weight, fineness or product you ordered;
- the bar or packaging code does not match the invoice, or is not confirmed by the authenticity check;
- the packaging was damaged or tampered with before delivery.
To have it reviewed, report the problem at the point of delivery (before leaving the branch, or before signing the courier's receipt) and without breaking the bar's seal. A bar whose seal was opened after delivery, or which has physical damage, can only be sold back to Talavest at the current buy-back price.
Selling a bar back to Talavest (buy-back)
You can sell a Talavest bar back to us at Talavest's current buying price. Our buying price is based on the live metal rate and the bar's weight, and it differs from the selling price at the same moment. This gap is shown on the invoice as the "spot difference". There is a full explanation in Pricing and fees. To sell in person, bring the bar in its intact packaging, the invoice and your national ID card.
Refunds
- Failed payment: if money left your account but the payment did not complete, the bank usually returns it within 72 hours.
- Rejected request or out-of-stock item: the amount is returned to your Talavest wallet.
- Wallet withdrawals: withdrawable balance is paid only to a bank account in your own name, according to the bank's Paya and Satna (Iranian interbank transfer) cycles.
- Payments from someone else's account: money sent from another person's card or account is not accepted. After review, it is returned to the account it came from, minus the bank transfer fee.
For any refund request, open a ticket from the support section of your account or call +98 21 2222 9393.
Returns and Refunds FAQ
Why can't a paid order be cancelled?
At the moment of payment, the bar's price is fixed at that moment's rate and the item is registered in your name. Cancelling after that would shift the price risk, so instead you can sell the bar back at the current price.
Where do refunds go?
To your Talavest wallet. From there you can use the money for a purchase or withdraw it to a bank account in your own name.
My payment failed but money left my account.
The bank usually returns it within 72 hours. If it does not come back, send us the bank's tracking number in a support ticket.
Do you buy back bars with opened packaging?
Talavest bars are bought back, but a bar whose seal has been opened needs its weight and fineness checked, which may take longer. Keep the packaging intact.