At Raw Gold Exchange Uganda Limited (RAUE), we are committed to providing secure, transparent, and professional gold trading services. While we strive to ensure every transaction is seamless, we understand that issues or disputes may arise.
This page outlines our refund, return, and dispute resolution policies, ensuring clients are informed, protected, and treated fairly.
Refund Policy
RAUE provides refunds in specific situations to maintain trust and transparency:
- Order Cancellation Before Shipment:
- Clients may cancel orders before the gold is dispatched.
- Refunds will be processed within 3–5 business days via the original payment method.
- Defective or Damaged Products:
- If a gold product is delivered damaged or does not match certification, RAUE will:
- Verify the claim through our inspection process.
- Replace the item or issue a full refund.
- If a gold product is delivered damaged or does not match certification, RAUE will:
- Incorrect Deliveries:
- If RAUE ships the wrong product, clients can request a replacement or refund at no additional cost.
All refunds are subject to verification to ensure compliance with RAUE quality and security standards.
Dispute Resolution Process
RAUE is committed to resolving disputes professionally and efficiently. Our process includes:
- Step 1 – Contact Customer Support:
- Email: support@rawgoldexchange.com (Uganda) | uk@rawgoldexchange.com (UK)
- Phone: +256 (394) 909 957 (Uganda) | +44 7573 758215 (UK)
- Live chat: Available during business hours
- Step 2 – Provide Details:
- Include order number, product details, and description of the issue.
- Attach supporting evidence such as photos or transaction receipts.
- Step 3 – RAUE Investigation:
- Our dedicated team reviews the dispute within 5 business days.
- We may request additional information to verify claims.
- Step 4 – Resolution:
- Approved Refund: Processed to the original payment method.
- Replacement Product: Shipped at RAUE’s cost if applicable.
- Alternative Resolution: If necessary, we will negotiate a mutually acceptable solution.
- Step 5 – Escalation (if required):
- If a resolution cannot be reached, RAUE encourages mediation or legal recourse according to Ugandan and US laws, depending on client location.
Key Principles of Our Refund & Dispute Policy
- Transparency: Clients are fully informed about processes, timelines, and outcomes.
- Fairness: All claims are evaluated objectively and professionally.
- Speed: We aim to resolve disputes quickly to maintain trust.
- Security: Transactions, returns, and refunds are processed securely.
Common Scenarios and Solutions
| Scenario | Resolution |
|---|---|
| Wrong gold weight delivered | Replacement shipment or refund issued |
| Damaged packaging or gold bar | Full replacement or refund after verification |
| Late delivery | Investigation with shipping partner, compensation if applicable |
| Payment errors | Verification and prompt correction/refund |
RAUE ensures all clients feel secure and valued, even in exceptional circumstances.
Contact Us for Refunds or Disputes
For refunds, replacements, or dispute resolution, contact RAUE:
Uganda Office:
Email: support@rawgoldexchange.com
Phone: +256 (394) 909 957
UK Office:
Email: uk@rawgoldexchange.com
Phone: +44 7375 758215
Our team will guide you through the verification and resolution process to ensure a satisfactory outcome.
Call to Action
RAUE is committed to secure, transparent, and fair gold trading. If you experience any issues with your gold purchase, don’t hesitate to contact us. We will resolve disputes promptly and ensure your investment is protected.