Refund And Privacy Policies
This document serves as the legal and regulatory framework of the website of Gold Era Global Trading LLC, outlining the rights and obligations of both parties (the Company and the Client) in accordance with the laws in force in the United Arab Emirates. It aims to ensure transparency, consumer protection, and the regulation of electronic transactions in the trade of gold and silver bullion, while adhering to all compliance requirements related to Anti-Money Laundering, Value Added Tax (VAT), and Data Protection.
Section 1 – Licensing and Precious Metals Trading
Pursuant to Federal Law No. (11) of 2015 on the regulation of trading in precious stones and precious metals:
“No person may practice the activity of stamping or certifying metals or gemstones unless accredited or registered with the Ministry.”
Cabinet Decision No. (45) of 2018 defines precious metals as gold, silver, and platinum in all forms, provided they meet the approved purity standards.
Clause:
The Company guarantees that every bullion bar sold through the website is certified and stamped in accordance with Federal Law No. 11 of 2015, and that the trade license is officially issued by the Government of Dubai – Department of Economy and Tourism – and the Ministry of Economy.
Section 2 – Transparency and Product Information
Under the Federal Decree-Law No. (5) of 2023 amending Law No. (15) of 2020 on Consumer Protection:
“The consumer has the right to clear information about goods and services, including their source, essential specifications, price, and any additional fees.”
Clause:
The Company is committed to providing accurate and upfront product information including weight, purity, karat, country of origin, official stamp, and unit price inclusive of all fees.
The client has the right to refuse receipt if the bullion does not match the specifications stated on the official invoice.
Section 3 – Value Added Tax (VAT) and Pricing
In accordance with Federal Decree-Law No. (8) of 2017 on VAT:
- Packaging, handling, and local shipping services are subject to 5% VAT.
- Investment-grade bullion with a purity of 999.9% or above is zero-rated as per FTA Decision No. 117 of 2021.
Clause:
• VAT applies to packaging services for bullion weighing between 1g and 20g, and to all domestic shipping services.
• The Company issues official tax invoices showing pre-tax and post-tax values in line with Federal Tax Authority (FTA) requirements.
Section 4 – Anti-Money Laundering (AML) & Know Your Customer (KYC)
Under Federal Decree-Law No. (20) of 2018 on AML/CFT, and MOE regulatory decisions, companies trading in precious metals are classified as Designated Non-Financial Businesses and Professions (DNFBPs).
Clause:
- Clients must provide valid ID, proof of address, and complete the KYC form before completing any transaction.
- Transactions exceeding AED 55,000 are subject to enhanced due diligence.
- The Company reserves the right to suspend or reject suspicious transactions and report them to the Financial Intelligence Unit (FIU).
Section 5 – Payment Policy
• Bank Transfer: No additional fees. The client must upload the transfer receipt, and the transfer must be made from the buyer’s own account.
• Credit/Debit Cards: A fee of 3.10% is applied to the total amount. Payment must be made using the buyer’s own card.
• Cash Payments: Not available online; only at physical branches.
All payments must be settled prior to shipping.
The Company may update prices and service fees in real time based on banking and regulatory requirements.
Section 6 – Shipping and Delivery
Shipping is handled through FedEx or authorized partners.
- Delivery within the UAE: 2–5 business days after payment confirmation.
- The client must inspect the package upon delivery and report any damage or loss within 24 hours.
- The Company is not responsible for delays caused by emergencies or force majeure.
Section 7 – Return and Buy-Back Policy
Due to the investment nature of gold bullion and daily market fluctuation, payments are non-refundable. However, the Company offers a buy-back service at its branches, subject to current market prices and the condition of the bullion.
Section 8 – Consumer Protection
The Company complies with Federal Law No. (15) of 2020 as amended by Decree No. (5) of 2023. Clients may file a formal complaint with the Dubai Department of Economy & Tourism (DET) if disputes arise, after first contacting the Company’s Legal Department: 📧 [email protected]
Section 9 – Privacy & Data Protection (PDPL)
In accordance with Federal Law No. (45) of 2021 on Personal Data Protection:
- The Company does not share client data with third parties except where legally required.
- Clients may view, correct, or request deletion of their personal data.
- Data is stored following ISO/IEC 27001 cybersecurity standards.
Section 10 – Tax Compliance
- A 5% VAT applies to services within the UAE.
- Investment-grade bullion of 999.9 purity or higher is exempt.
- All invoices comply with Article (65) of the VAT Executive Regulations.
- The Company submits VAT returns according to official FTA cycles.
Section 11 – Warranty and Quality Assurance
The Company guarantees that the purity and karat stated on the official invoice match the actual specifications of the bullion.
Section 12 – Bullion Certification & Manufacturing Source
All bullion bars include:
- A unique Serial Number engraved on the bar and recorded on the invoice.
- A QR Code linking the bar to the client’s data and sales record.
All bullion is locally manufactured in the UAE according to global standards.
Production is carried out by Emirates Gold Refinery, officially certified by DMCC under the UAE Good Delivery Program.
Clients may verify authenticity through the serial number or DMCC/Emirates Gold records.
Section 13 – Anti-Fraud Policy
The Company strictly prohibits any fraudulent or misleading practices under Federal Law No. (19) of 2016. Examples include:
- Selling unstamped bullion.
- Providing incorrect purity/karat information.
Violations will be reported to the competent authorities.
Section 14 – Client Responsibilities
The client must provide accurate and updated information.
Submitting forged or misleading documents is prohibited and subject to penalties under Federal Law No. (5) of 2012 on Cybercrimes.
Section 15 – Compliance & Internal Controls
- The Company appoints a certified Compliance Officer accredited by the Ministry of Economy.
- Periodic compliance reviews are conducted following NAMLCFTC guidelines.
- Transaction records are retained for at least five years.
Section 16 – Notifications and Communication
Official communication is conducted exclusively through:
📧 [email protected]
No other communication channels are legally recognized.
Section 17 – Cybersecurity and Website Protection
The Company enforces ISO/IEC 27001 cybersecurity standards.
Unauthorized use, attempted hacking, or data scraping is strictly prohibited and will be referred to
authorities under Federal Law No. (5) of 2012.
Section 18 – Complaints and Dispute Resolution
Steps:
1. Contact Customer Service via the official email.
2. Escalation to the Legal Department within 3 working days.
3. If unresolved, the client may file a complaint with DET or the Ministry of Economy.
General Closing Statement
This document is governed by the laws of the United Arab Emirates.
Using the website or completing any purchase constitutes explicit acceptance of the terms herein.
Reviewed and approved by the Legal Department of
Gold Era Global Trading LLC – Dubai – October 2025
License issued by:
Government of Dubai – Department of Economy & Tourism – Ministry of Economy.