Custom Calibers Deadline Guarantee
You have a team to organise and a date to work towards. We’ll confirm your delivery deadline in writing, together with the approvals and payments needed to secure it.
If a delay in our production or dispatch causes your coins to miss that confirmed date, you choose how we put it right.
A full refund for your coin order
If you no longer want the coins, cancel for a full refund of your coin order, including any VAT charged. You do not keep the coins with this option. If they have already arrived or arrive afterwards, we’ll arrange and pay for their return.
Or keep your coins and receive 50% back
If you still want them, keep or receive your coins with a 50% refund of the coin order price, including the corresponding VAT.
Courier-only delays after correct, timely dispatch using a suitable delivery service are excluded from this guarantee. We’ll still help investigate the delay and keep you informed.
The guarantee depends on meeting the agreed approval and payment deadlines, with any balance paid before dispatch. Exceptional circumstances are excluded as explained in the terms. Orders delivered on time do not qualify for a refund under this guarantee.
UK delivery is free on all coin orders. International postage is refunded only if you choose cancellation before dispatch; it remains payable if you keep or receive the coins. This does not affect your statutory rights.
Get Your Price and Delivery Plan
Read the Deadline Guarantee terms
FAQ:
What happens if my coins miss the agreed delivery date?
If a covered delay in our production or dispatch causes your coins to miss the date we confirmed in writing, you can choose a full refund of the coin order, with any coins returned at our expense, or keep or receive the coins with 50% refunded. Both options include the relevant VAT originally charged.
Courier-only delays after correct, timely dispatch and qualifying exceptional circumstances are excluded. Agreed approval and payment deadlines must be met, including payment of any balance before dispatch. International postage is refunded only on cancellation before dispatch; it remains payable if you keep or receive the coins.
On-time deliveries do not qualify for a refund under this guarantee. Your statutory rights are unaffected. Read the Deadline Guarantee terms for full details.
Supporting guarantee terms
1 Scope of the guarantee
The Custom Calibers Deadline Guarantee is an additional promise for challenge coin orders whose guaranteed delivery date we have accepted and confirmed in writing. It applies only when a covered delay causes the order to miss that date. Delivery on time does not qualify for a refund under this guarantee.
For these terms, the coin order price includes VAT originally charged by Custom Calibers on the coins. Separately charged international delivery is treated as set out in section 5.
2 When the guarantee takes effect
The guarantee takes effect when all of the following are in place:
- We have accepted and confirmed the guaranteed delivery date in writing.
- You have approved the final artwork, quantity and specifications by the agreed approval deadline.
- We have received the agreed payment by the stated payment deadline.
Your quote or written order confirmation sets out the applicable approval deadlines and payment arrangements. Payment arrangements are agreed individually for each order.
3 Payment before dispatch
Any outstanding balance must reach us in cleared funds by the stated payment deadline and before dispatch. If late payment delays dispatch, the original guaranteed delivery date no longer applies. Once payment is received, we will review the schedule and confirm any revised guaranteed date in writing.
Supporting terms continued
4 Covered delays and your refund choices
The guarantee covers delays caused by our production or dispatch arrangements, including ordinary production overruns, scheduling or administrative errors, late dispatch, and incorrect delivery details or paperwork entered or prepared by us. This includes errors within our production arrangements, even where a production partner is involved. A covered delay must cause the confirmed delivery date to be missed.
For a qualifying late order, you may choose one of the following remedies.
Full refund with no coins retained
Cancel the coin order for a full refund of the coin order price, including VAT originally charged. If only part of the price has been paid, we refund those payments and cancel the outstanding amount for the coins.
If the coins have already been dispatched and are received, or arrive after cancellation, they must be returned. We will arrange and pay for their return or collection. You do not retain the coins with this option.
Coins with a 50% refund
Keep or receive the coins and receive a refund equal to 50% of the coin order price, including the corresponding VAT originally charged. International delivery remains payable in full.
5 Delivery charges and VAT
UK delivery is free on all coin orders. For international orders:
- If you choose the full refund option before dispatch, we also refund international postage paid, including any VAT we charged on that postage.
- Once the order has been dispatched, international postage is excluded from the additional guarantee refund, unless your statutory rights require otherwise.
- If you choose to keep or receive the coins with a 50% refund, international postage remains payable in full, whether dispatch has already happened or is still to come.
VAT refunds reflect the VAT originally charged by Custom Calibers. We will provide the corresponding refund documentation and any required VAT credit note.
6 Delays caused solely by the courier
This additional guarantee does not cover delays caused solely by a third-party delivery company after we have physically handed over the order on time, using correct delivery details and paperwork and a suitable service scheduled to meet the agreed date.
This exclusion does not apply where a production or dispatch error on our side contributed to the missed deadline. If a courier delay occurs, we will help track the parcel, contact the delivery company and keep you informed. Your statutory delivery rights remain unaffected.
Supporting terms continued
7 Changes after approval
If you request changes to the approved artwork, quantity, specifications or delivery details, we will check the effect on the confirmed date. We will explain any impact before proceeding and agree any revised guaranteed delivery date in writing. If the changes do not affect the schedule, the original date remains in place.
8 Exceptional circumstances
Our additional Deadline Guarantee does not cover delays directly caused by exceptional events beyond our reasonable control that could not reasonably have been anticipated or avoided. Examples include natural disasters, unexpected government restrictions or sudden border closures.
If such an event affects your order, we’ll explain what has happened, keep you informed and discuss the available next steps.
Ordinary production overruns, scheduling problems or administrative errors within Custom Calibers or our production arrangements remain covered by the guarantee. This exception does not affect your statutory rights.
9 Making a claim and receiving a refund
Reply to your order email with your order reference and let us know that the confirmed delivery date has been missed. We will review the cause of the delay, confirm whether it qualifies under this guarantee and ask which remedy you prefer.
We will process approved refunds within five working days. Where a full refund requires the coins to be returned, that period begins when we receive them back. We pay for the return or collection. Any earlier refund deadline required by law takes precedence.
10 Your statutory rights
This guarantee is additional to your statutory rights and does not replace, restrict or exclude them. A delay excluded from this guarantee does not remove any legal rights or remedies you may have. In particular, a courier exclusion does not transfer our statutory responsibility for consumer deliveries to the customer.