Terms and Conditions
Effective Date: 22 June 2026
Welcome to Emperio Gold and Silver Coins (Hong Kong) Limited (the “Company” or “Emperio”). Before using our website or any services provided by us, please read these Terms and Conditions (the “Terms”) carefully. By accessing or using our website, placing an order or completing any transaction with us, you acknowledge that you have read, understood and agreed to be bound by these Terms.
1. Definitions
For the purpose of these Terms:
“Company” / “Emperio” means Emperio Gold and Silver Coins (Hong Kong) Limited and its successors or duly authorised assignees.
“Customer” / “you” means any individual or entity that places an order with the Company or uses the Company’s website or services.
“Collectible Coins” means gold or silver coins that are limited in mintage, produced with fine craftsmanship, and designed with distinctive themes and collectible value.
“Investment Coins / Spot Precious Metal Products” means gold or silver products with relatively higher mintage whose prices are linked to the live international gold and silver market, and which are more suitable for investment and trading purposes.
“Pre-sale Products” means products clearly labelled on our website as “Pre-sale”, “Pre-order” or similar wording, typically including newly issued coins, limited editions, or items to be specially ordered from overseas mints or partners.
“Website” means www.emperiogoldcoins.com and any related online platforms, pages or systems operated by the Company.
The classification of products (including Collectible Coins, Investment Coins and Spot Precious Metal Products) is determined solely by the Company and may be adjusted from time to time at the Company’s discretion.
2. Acceptance and Amendment of Terms
2.1 By using the Website, registering an account, or placing an order, you agree to comply with and be bound by these Terms and any policies that may be updated by the Company from time to time.
2.2 The Company reserves the right to amend these Terms at any time. Updated Terms will be published on the Website and shall take effect immediately or on the date specified therein. The Company may also notify customers of material changes by way of website announcements or other appropriate means.
2.3 Your continued use of the Website or any services of the Company after any amendment constitutes your acceptance of the amended Terms.
2.4 In the event of any inconsistency between the Chinese and English versions of these Terms, the Traditional Chinese version shall prevail and be legally binding.
3. Product Orders and Pricing
3.1 Ordering Process
Customers may place orders either by registering as members or by using guest checkout on the Website.
All orders are subject to review and acceptance by the Company. No contract is formed until the order has been expressly confirmed by the Company.
The Company reserves the absolute discretion to reject any order for any reasonable grounds, including but not limited to suspected fraudulent or high-risk transactions, insufficient stock, obvious pricing or information errors, or failure to complete payment or verification.
3.2 Price Fixing
Once an order has been created and confirmed by the Company, the price of the relevant products will be fixed and locked in.
If the Customer subsequently requests to cancel an order with a locked-in price, such cancellation shall be handled in accordance with the Company’s Buy-back Policy and the provisions relating to market hedging and closing-out losses in Clause 7 below, and the Customer may be required to bear the hedging loss incurred.
3.3 Out-of-stock or Unavailable Products
If the ordered products are out of stock or cannot be supplied, the Company will notify the Customer within a reasonable time and offer one of the following arrangements:
(1) A full refund of the amount paid for the affected order; or
(2) Upon the Customer’s written consent, conversion of the paid amount into store credits (cash points) under the Customer’s account with the Company for future purchases.
Such arrangements do not prejudice any other rights that the Company may have under applicable laws.
4. Pre-sale Products
4.1 Nature of Pre-sale Products
“Pre-sale Products” are items clearly indicated on the Website as “Pre-sale”, “Pre-order” or similar descriptions. They typically include newly issued coins, limited edition collectibles, or products requiring special order from overseas mints or partners.
4.2 Confirmation and Acknowledgement
By placing an order for any Pre-sale Product, the Customer is deemed to:
Have fully read and understood that the product is of a pre-sale nature;
Acknowledge and agree to the estimated delivery timeframe stated on the relevant product page (generally around 12 weeks from the date of order, subject to the production schedule of the mint, international logistics and customs clearance);
Understand and accept that the actual delivery date may be delayed due to mint scheduling, international transportation delays, customs procedures or other force majeure events. The Company will use reasonable efforts to notify the Customer of any material delay via email, WhatsApp or other appropriate channels.
4.3 Delayed Delivery of Pre-sale Products
If the actual delivery of a Pre-sale Product is delayed for more than 8 weeks beyond the originally indicated delivery date, the Customer may submit a written request for one of the following options:
(1) Continue to wait for delivery of the product;
(2) Convert the full amount paid into store credits (cash points) in the Customer’s account with the Company for future use; or
(3) Request a full refund. However, if hedging transactions have already been executed by the Company in respect of the relevant order and closing-out losses have been incurred, the allocation of such losses shall be handled in accordance with Clause 7 below.
4.4 Rights and Restrictions During Pre-sale Period
Upon confirmation of a Pre-sale order, the Company may, where appropriate, hedge in the market and lock in the underlying precious metal position and product cost in order to mitigate price volatility (see Clause 7 for details).
During the pre-sale period, the Customer shall not request any early locking-in of a buy-back price or enter into any separate price protection arrangement in respect of the Pre-sale Product.
5. Payment Methods
5.1 Accepted Currencies
The Company currently accepts the following currencies for payment:
Hong Kong Dollars (HKD) and United States Dollars (USD).
The Company reserves the right to adjust the accepted currencies from time to time.
5.2 Methods of Payment
The Customer may choose one of the following payment methods:
a. Standard price payment methods: credit card, PayPal, UnionPay Card, and other third-party payment channels. For payments made by the above methods, the Customer shall pay the standard prices shown on the Company’s website, and the Company will not charge any additional fees for such payment methods.
b. Discounted price payment methods: bank transfer, Hong Kong bank cheque, cash, or online FPS (Faster Payment System, Hong Kong dollars only). For payments made by the above methods, the Customer may be entitled to such payment-method discounts as announced by the Company from time to time.
The product prices shown on the Company’s website are standard prices. Any discount amounts and applicable conditions shall be subject to the checkout page or the Company’s announcements. The Customer shall bear any charges imposed by the Customer’s own bank or remittance institution in connection with payment, including any overseas wire transfer fees. The Company will not charge any handling fee for payments made by credit card, PayPal, or UnionPay.
Online FPS payments shall be subject to successful receipt of funds and confirmation by the Company. Payment screenshots do not constitute proof of payment.
The Company does not accept third-party payments. The account holder of the payment account must match the Customer details in the order. Online FPS payments must be made from an account matching the order information. The Company reserves the right to verify the payer’s information to ensure consistency. If payment is made from a mismatched account, the Company may suspend or cancel the order and request supporting documents.
Any refund shall be made only to the same account and by the same payment method originally used for payment. The Company will not refund any amount to any third-party account.
Cheques are subject to a two-business-day clearing period. If an online FPS payment cannot be confirmed immediately due to incomplete payment details, transfer delay, or system issues, order processing may be delayed accordingly. If the Customer requests cancellation due to such delay, the Company will handle the cancellation and related hedging/closing-out loss mechanism in accordance with Clause 7.2.
The Company reserves the right to announce or adjust, from time to time, the acceptable payment methods and any payment-method discounts.
The Company may also announce or accept other payment methods from time to time.
5.3 Shipment After Settlement
To protect the Company and its Customers from fraud, chargeback, and other payment dispute risks, the Company adopts a “ship after settlement” policy: all goods under online orders will only be dispatched after the relevant payment has been settled through the payment gateway, bank, online FPS, or payment service provider and has been actually credited to the Company’s designated account.
The only exception is where the Customer visits the Company’s retail store in person, completes identity verification, and makes full payment by an instant payment method accepted by the Company, such as cash; in such case, the Customer may collect the goods immediately after payment.
6. Anti-fraud Measures
6.1 Rights of the Company
To ensure transaction security and regulatory compliance, the Company may take one or more of the following actions:
Cancel or suspend any order that is considered suspicious or high-risk;
Request additional verification from the Customer (including but not limited to phone confirmation, copies of identity documents, bank or payment proof);
Postpone shipment while conducting internal risk assessment or investigations;
Cooperate with card issuers, payment service providers and law enforcement agencies in fraud investigations or information verification.
6.2 Customer’s Duty to Cooperate
In the event of suspected fraud, chargeback or payment dispute, the Customer shall actively cooperate with the Company’s investigation, including providing proof of identity, address verification, documentation establishing the relationship between the payer and the cardholder, and any other information reasonably requested by the Company.
6.3 Legal Actions
For any suspected fraudulent or unlawful acts, the Company reserves the right to pursue all civil and criminal liabilities against the relevant parties and to claim for all losses incurred (including but not limited to closing-out losses, legal costs, investigation expenses and operational losses).
7. Market Hedging and Order Cancellation Losses
7.1 Disclosure of Hedging Mechanism
Prices of precious metal products are closely linked to the live international gold and silver markets and are subject to significant volatility. To help Customers lock in prices and costs at the time of ordering, and to reduce the exposure of both the Company and Customers to market fluctuations, the Company will, in most cases, hedge the corresponding precious metal positions in the market after an order is placed and paid. This is a common and standard practice in the precious metals industry.
7.2 Order Cancellation and Closing-out Losses
If an order is cancelled as a result of any of the following situations:
The Customer voluntarily requests to cancel the order;
The order is cancelled owing to payment disputes, fraud reports, payment reversals, payment failures, credit card chargebacks or any other third-party reasons;
The Company will need to close out the hedged position in the market. If the market price at the time of closing out is less favourable to the Company compared with the price at which the hedge was initially established, the resulting difference constitutes a “closing-out loss”.
7.3 Allocation of Closing-out Losses
Voluntary cancellation by Customer: All closing-out losses arising from such cancellation shall be borne by the Customer. The Company is entitled to deduct the relevant amount directly from the funds received for the order and refund any balance (if any) to the Customer.
Customer’s default or fraud: All closing-out losses, together with any associated costs incurred by the Company in pursuing recovery, shall be borne by the Customer. The Company reserves the right to take legal action to recover such amounts.
Cancellation due to the Company’s reasons (e.g. stock shortage or supply issues): No closing-out loss will be charged to the Customer, and the Company will arrange a full refund of the amounts paid for the affected order.
Force majeure events: If non-performance of the order is caused by force majeure, the parties shall negotiate in good faith to determine a fair allocation of losses or alternative arrangements.
7.4 Uncollected Goods
If the Customer has completed payment but fails to collect the goods or finalise delivery arrangements within 30 days after payment, and does not respond to reasonable reminders from the Company, the Company may:
Treat the order as abandoned by the Customer;
Close out the hedged position and deduct the corresponding closing-out losses from the amount paid;
In respect of any remaining balance after deduction, decide at its discretion whether to convert it into store credits (cash points) under the Customer’s account or refund it to the Customer.
8. Return and Refund Policy
8.1 Scope of Returns
The Company only accepts returns in respect of products with genuine quality issues as determined in accordance with this Clause. Due to the nature of precious metals and collectibles, returns or refunds for reasons other than quality issues will generally not be accepted.
8.2 Return Period
The Customer must submit a return request within 7 business days from the date of receipt of the goods. Requests made after this period will not be accepted.
8.3 Return Procedure
The Customer shall provide clear photos or videos demonstrating the alleged quality issues and contact the Company’s customer service via email or WhatsApp;
The Company will conduct a preliminary review and may request additional information or clarification from the Customer if necessary;
Upon confirming that the return is acceptable, the Company will provide instructions on how to repackage and send the goods back to the designated address;
As a general rule, the cost of return shipping and insurance shall be borne by the Customer, unless and until the Company finally confirms that the issue is attributable to the Company (e.g. wrong item shipped or material manufacturing defect), in which case the Company may, at its discretion, reimburse reasonable related expenses;
Once the returned goods have been received and inspected, the Company will process the refund or replacement arrangement, typically within 14 business days.
8.4 Non-returnable Cases
The Company will not accept returns or provide refunds under the following circumstances:
The Customer changes his/her mind;
Losses or price discrepancies arising from market fluctuations in gold or silver prices;
The Customer fails to provide sufficient evidence of quality issues;
Damage caused by the Customer’s use, improper unpacking, improper storage or mishandling;
Any return request submitted after the return period specified in Clause 8.2;
Any other situation which the Company reasonably considers inappropriate for return.
9. Delivery
9.1 Local Delivery
Local deliveries are generally arranged through SF Express or other suitable logistics service providers as determined by the Company;
Certain orders may enjoy free shipping offers, subject to the terms stated on the Website or in specific promotional campaigns;
Delivery addresses must be residential addresses, commercial buildings or designated pick-up locations (such as SF stores).
9.2 Signing for Delivery
The Customer or an authorised recipient shall inspect the outer packaging before signing for the delivery;
If there is any serious damage, signs of tampering or other irregularities in the package, the Customer should immediately refuse to accept the package and contact the Company’s customer service for follow-up with the logistics and insurance providers.
9.3 “No-signature” Arrangements and Risks
If the Customer requests a “no-signature” service (for example, leaving the parcel at the door, with building management or at a concierge desk), the Customer must indicate such request clearly in the order remarks or by written means such as email. The Customer hereby acknowledges and agrees that:
The risk of loss or damage to the goods passes to the Customer once the parcel has been delivered to and placed at the location specified by the Customer;
Existing delivery insurance coverage may not apply, or may be limited, in cases where no signature is obtained;
In the event of loss, theft or other incidents, the Customer shall cooperate with any subsequent investigations (including filing a police report and providing written statements).
Unless loss or damage is caused by the Company’s wilful misconduct or gross negligence, the Company shall not be liable for any loss or damage to goods arising from “no-signature” delivery arrangements.
9.4 Loss or Delivery Issues
If the parcel has not been received within 5 business days after the expected delivery date, the Customer must notify the Company within this period so that investigations and insurance claims can be initiated promptly;
Failure to notify the Company within the aforementioned timeframe may result in the lapse of insurance coverage, in which case the related risk and loss shall be borne by the Customer.
9.5 International Delivery
For deliveries outside Hong Kong, shipping, insurance and related arrangements will be quoted separately;
All import duties, value-added taxes, customs charges and other fees imposed by local authorities shall be borne by the Customer;
If a parcel is returned due to the Customer’s refusal to pay taxes, incomplete information, or failed delivery attempts by the carrier, the Customer shall be responsible for the return shipping costs, customs duties, insurance and the costs of re-delivery;
Re-delivery and processing may generally take approximately 4 to 6 weeks, subject to the requirements of local customs and logistics arrangements.
10. Identity Verification and Compliance
10.1 Regulatory Background
The Company is a registered precious metals dealer with Hong Kong Customs and is required to comply with applicable laws and regulations in Hong Kong, including but not limited to the Anti-Money Laundering and Counter-Terrorist Financing Ordinance.
10.2 Identity Verification
The Company may request the Customer to provide identity documents, proof of address or other relevant information in the following situations:
Where the transaction amount is large or reaches statutory thresholds;
Where the Company, based on its risk management assessment, considers it necessary to further understand the Customer or the transaction background;
Where required by any law enforcement or regulatory authority;
Any other situation where the Company reasonably considers such information to be necessary.
The Customer agrees to cooperate with the Company’s reasonable verification requirements and warrants that all information provided is true, accurate and up-to-date.
10.3 Compliance-related Actions
For compliance and risk management purposes, the Company may:
Refuse, suspend or delay any transaction;
Report or disclose relevant information to law enforcement or regulatory authorities as required by law;
Request additional information or documentation from the Customer as deemed necessary.
10.4 Consequences of Non-cooperation
If the Customer refuses to cooperate with identity verification or fails to provide requested information, or if the information provided is found to be false, incomplete or misleading, the Company may cancel the relevant transaction and reserves the right to claim for any losses arising therefrom.
11. Membership and Buy-back
Customers may register as members on the Website to enjoy membership benefits and promotions, details of which will be as stated on the Website.
If a member wishes to sell or buy back products purchased from the Company, such buy-back shall be conducted in accordance with the Buy-back Policy and procedures set out on the Website, which may include appointment, inspection and price confirmation procedures.
The Company has the right to set off any outstanding amounts owed by the Customer against the Customer’s store credits (cash points), including but not limited to closing-out losses, shipping fees and other charges.
12. Online Trading System Risks
12.1 System Availability
The Company’s online trading and ordering system is designed to provide efficient and reliable services to Customers. However, the underlying internet infrastructure is provided by multiple third-party service providers, and its stability and availability cannot be guaranteed at all times.
The Customer understands and agrees that, as an electronic communication platform, the online trading system may be subject to system failures or interruptions beyond the Company’s reasonable control.
12.2 Limitation of Liability
To the fullest extent permitted by law, the Company shall not be liable for any loss, damage or expense arising from:
System failures, server breakdowns, data transmission interruptions or delays, communication facility failures;
Technical issues on the internet or third-party systems that are beyond the Company’s reasonable control;
Delays or failures in order transmission or execution caused by force majeure events;
Negligence, errors or delays on the part of third-party service providers (including but not limited to payment gateways, banks and logistics providers).
Nothing in these Terms shall exclude or limit the Company’s liability for loss or damage caused by its wilful misconduct or gross negligence.
13. Investment Risk Disclosure
The Customer expressly acknowledges and agrees that:
Investment in precious metals involves significant risks and price volatility;
Purchasing precious metal products may not be suitable for all investors, and the Customer should carefully consider his/her own financial situation and risk tolerance before making any decision;
The Customer should fully understand potential price fluctuations and possible losses before entering into any transaction;
Any market information, price references or market commentary provided by the Company are for reference only and do not constitute investment advice, solicitation or offer of any kind.
14. Intellectual Property
All contents on the Website and materials made available by the Company, including but not limited to text, images, photos, audio-visual content, trademarks, logos, layout design, user interface and software, are protected by copyright, trademark and other intellectual property laws, and are owned by the Company or its licensors.
No person may reproduce, adapt, publish, distribute, display, sell or otherwise use any such content for any commercial or non-personal purpose without the prior written consent of the Company.
15. Disclaimer
15.1 General Disclaimer
To the fullest extent permitted by law, the Company shall not be liable for any direct, indirect, incidental, special or consequential loss or damage, loss of profit or any other loss arising out of or in connection with the Customer’s use of the Website, reliance on any content on the Website or participation in any transaction, except where such loss is caused by the Company’s wilful misconduct or gross negligence.
15.2 Force Majeure
The Company shall not be liable for any failure or delay in performing its obligations under these Terms if such failure or delay is due to any event of force majeure, including but not limited to:
Natural disasters (such as typhoons, earthquakes, floods);
Government actions or material changes in regulatory policies;
War, armed conflicts, acts of terrorism;
Strikes, industrial actions, transport or logistics disruptions;
Serious system or power failures, network outages;
Epidemics or public health emergencies;
Other events that are beyond the Company’s reasonable control.
15.3 Maximum Liability
If the Company is held liable to the Customer under applicable law, the Company’s aggregate liability shall, to the extent permitted by law, be limited to the total amount actually paid by the Customer to the Company in respect of the relevant order.
16. Personal Data and Privacy
The Company respects personal data privacy and complies with the relevant personal data protection laws and regulatory requirements in Hong Kong.
The Company’s policies and practices in relation to the collection, use, storage, retention and transfer of personal data are set out in the Privacy Policy available on the Website. The Privacy Policy forms part of these Terms and is equally binding on the Customer.
17. Indemnity
If the Customer breaches these Terms or any applicable law and thereby causes any loss, damage, liability, cost or expense to the Company (including but not limited to closing-out losses, legal costs, investigation expenses and operational costs), the Customer shall, upon demand, fully indemnify and hold the Company harmless from and against all such losses and expenses.
18. Governing Law and Dispute Resolution
These Terms shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region.
Any dispute arising out of or in connection with these Terms or the use of the Website shall be submitted to the exclusive jurisdiction of the courts of the Hong Kong Special Administrative Region.
The parties may, if they so agree, first attempt to resolve any dispute through negotiation, mediation or other amicable means, without prejudice to either party’s right to seek relief from the courts.
19. Contact Information
For any enquiries regarding these Terms, the Website or the Company’s products and services, please contact:
Emperio Gold and Silver Coins (Hong Kong) Limited
Address: 21/F, AT Tower, 180 Electric Road, North Point, Hong Kong
Email: [email protected]
Website: www.emperiogoldcoins.com
