Exchange, Return and Refund Policy – Specsa

Due to the sensitive nature of gold products and the correlation of their spot prices with global markets, and in compliance with the well-known Sharia controls in the sale of gold,

SPEXA's policy is clearly formulated as follows:

First: Order cancellation policy (defining the point of no return)

Payments made before shipment are considered a "trust" until the sale is finalized, and therefore the possibility of cancellation is linked to a clear moment:

Permissible cancellation (before the sale takes place)

The customer has the right to cancel the order and receive a full refund if the cancellation request is received before the product is delivered to the shipping company (i.e., before the bill of lading is issued).

Prohibition of cancellation (after the sale has been concluded)

Once the bill of lading is issued and the order is delivered to the shipping company, the sale is considered complete and final and the order cannot be cancelled.

Changes in gold prices are not an acceptable reason for cancellation after shipment.

Refusal to accept

If the customer refuses to accept the shipment after it has been shipped, this does not constitute a cancellation of the sale , and the customer bears all associated costs such as shipping, returns, and insurance.

Second: Return and exchange policy (for exceptional cases)

Due to the nature of gold and its exclusion from return policies in the e-commerce system because of price fluctuations,

Specsa does not accept returns or exchanges except in the following cases only:

• The presence of a significant manufacturing defect in the alloy.
• Arrival of a product that does not match the invoice (error in weight, caliber, or type).
• There is a shortage of the required number of pieces.

Returns or exchanges are not accepted for any reason other than these cases.

Third: Mandatory conditions for accepting any claim (Protocol on the Protection of Rights)

In order to protect customer rights and ensure integrity, no claim will be considered unless the following conditions are fully met:

1) Mandatory visual documentation

The customer must provide a clear, continuous, uninterrupted video from the moment the shipment is received from the shipping representative, showing:

• The parcel is sealed
• bill of lading
• Open the package completely
• Examine the alloy clearly

Any claim that does not include this video will not be accepted under any circumstances .

2) Reporting period

Any problem must be reported within 24 hours of receipt.

3) Packaging safety

The alloy must remain inside its original security casing .

Any product that has been opened or tampered with will not be accepted.

Fourth: Reporting complaints

The Specsa team welcomes all complaints and feedback through the communication channels listed on the "Contact Us" page.

The period available for submitting any complaint related to the application is 30 days from the date of completion of the process.

No claims will be accepted after this period has expired.