Compliance

At AgaOne, compliance is at the core of our operations. We are fully committed to conducting our business with integrity, transparency, and in strict alignment with local and international regulatory standards governing the precious metals industry. 

 

Regulatory Oversight 

AgaOne operates under the licensing and regulatory framework of the Dubai Multi Commodities Centre (DMCC), one of the world’s most robust jurisdictions for commodities trade. We adhere to all applicable UAE federal laws, DMCC rules and regulations, and international trade compliance protocols. 

 

Know Your Customer (KYC) & AML Policies 

We maintain comprehensive Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures in accordance with: 

· UAE Central Bank guidelines

· FATF recommendations

· DMCC AML Compliance Framework

All B2B clients are required to complete full due diligence documentation, including corporate verification, beneficial ownership disclosure, and source-of-funds declarations prior to onboarding. 

 

Responsible Sourcing 

Our supply chain adheres to internationally recognized ethical sourcing standards, including the OECD Due Diligence Guidance for Responsible Supply Chains and best practices in conflict-free sourcing. Our in-house refinery, Aleks Metal Refinery, maintains stringent controls over sourcing, refining, and traceability. 

 

Data Protection & Confidentiality 

All client data and transaction records are handled with the highest level of confidentiality and protected under UAE data protection regulations. Our platform uses encrypted protocols and secure infrastructure to ensure privacy and integrity of your business information. 

 

Ongoing Monitoring & Training 

Our compliance team conducts regular audits, risk assessments, and employee training to stay aligned with evolving regulations. 

 

Contact 
For compliance-related inquiries, account opening, documentation requests, or to report a concern, please contact our Compliance Department: 

Email: ae.compliance@agaone.com 

Telephone: +971 45 809 923 

Working Hours: Sunday – Thursday, 9:00 AM to 6:00 PM (Gulf Standard Time) 

 

All inquiries are treated with strict confidentiality and addressed in accordance with our internal governance protocols. 

PRODUCTS

  1. Which products can we source from shop.agaone platform?

    You can source the following products at shop.AGAONE:

    * Gold and silver bullion bars and coins of LBMA refineries and mints
    * Gold bullion bars and coins from Aleks Metal Rafineri from Turkey, our in-house refinery
    * A selection of precisely crafted collectible coins and limited-edition coins is available from the world premier mints.

    2. Are these original products?

    Yes, almost all our products are sourced directly from the producer. In some cases, we acquire stock from a certified regional distributor due to logistics costs. AGAONE always has direct contact with the producer and can trace the products.

    3. What is the difference between bullion products and collectibles?

    The main purpose of bullion products is investment. They represent pure gold and silver in the simplest form of bars or coins. The typical bullion standard is 9999 purity for gold and 999 for silver. However, there are exceptions in different markets like Turkey, where 995 purity gold bars are very popular, and South Africa, with its Krugerrand gold coins of 91.7 purity. Bullion bars and coins are issued in abundant quantities and trade at very low premiums to market prices of the metals. They provide a direct link for an investor to the market value of the commodity in a fractional form of coin or bar.

    Collectible coins are usually produced in limited quantities and have sophisticated artistic design. Often using additional technologies, like coloring, plating, or minting non-typical forms, collectible coins represent a form of art, using precious metals to strengthen their value and inspire emotions. Collectible coins are priced significantly higher than the underlying commodity metal due to these factors of scarcity and production technology. Their value in time may increase due to the limited supply of special editions.

    4. Are all products VAT free?

    Except Turkish Mint coin series, all our bars and coins are VAT free when sourced in the UAE. However, when you import gold and silver to your home country (Europe, India, Asia-Pacific, etc.) you should check the local customs regulations for imports of gold and silver in given form. We strongly recommend doing these checks before you make a purchase decision.

    5. Where can I see the products?

    You are welcome to arrange a meeting with our representative and personally examine the products you are interested in at our office in Indigo Tower, Unit #706, JLT, Dubai.

    6. Where can I store the gold that I buy?

    We can recommend reputable safe storage facilities in Dubai, where you can store your gold and silver in a secure vault, with convenient access.

DELIVERY

  1. How shall I get my order?

    Foreign shipments are sent with a secure international carrier. Low-value shipments are sent by FedEx with additional insurance.

    If you are based in the UAE, you can choose to pick up your order from our office or storage facility. Alternatively, we can arrange domestic door-to-door delivery at an extra charge.

  2. Can I pick it up personally?

    Yes, it is possible to pick up the stock from our office in JLT, Dubai upon prior arrangement.

    We do not store stock in the office, so we encourage you to contact our representative to agree on the date and time for pick-up. We will arrange stock availability for that time.

  3. How long does it take to dispatch the order?

    Once paid, the order will be released to you immediately, unless stated otherwise.

    Delivery time depends on your location. For UAE domestic orders, delivery is on the next working day, while foreign delivery may take from 1 to 5 working days depending on the destination.

    We can confirm the anticipated delivery time once we have the exact destination address.

  4. How much does it cost to ship the order to UAE?

    N/A

  5. How much does it cost to ship the order to foreign destinations (outside of UAE)?

    Please use the shipping cost calculator when assembling your order. The final shipping cost depends on the total weight of the parcel, the destination, and the shipping method.

  6. Are the parcels insured?

    The entire delivery route of high-value shipments (above USD 50,000) is covered by the secure carrier. For low-value parcels delivered via FedEx, we apply additional insurance.

PAYMENT

  1. How do I pay for my order?

    AGAONE will issue an invoice to you, which you can pay by bank transfer in AED or USD.
    We do not accept payments in cash or cryptocurrency for precious metals.

  2. In which currencies can I send the payment?

    Standard payment options are AED or USD. For other currencies, please contact our representative.

  3. Can I pay in crypto?

    No, payment in cryptocurrency is not possible due to our strict compliance policies.

  4. Can I pay in cash?

    No, cash payment is not possible due to our strict compliance policies.

RETURN POLICY

  1. Is it possible to return the stock that I have bought?

    The bars and coins we sell are subject to fluctuations in gold and silver prices. Therefore, once you confirm your purchase and collect your order, you carry the risk of ownership and any subsequent price movements of precious metals.

    We can conclude a separate buy-back transaction at prevailing market prices. For this purpose, we must examine the products you plan to return before quoting our bid price.

    Collectible goods must be in perfect original condition – no scratches, no fingerprints, no damage or wear to the packaging, and all certificates must be present.

  2. If you accept my return, how will the price be calculated?

    For bullion, we will base the price on the current market rates. For collectibles (if accepted in perfect original condition), it is standard to deduct 10–15% from the original purchase price, depending on the specific product.

GENERAL FAQ

  1. Is AGAONE COMMODITIES an official distributor of the products it sells?

    AGAONE has contractual business relations with its suppliers. It is an official distributor of Argor-Heraeus, The Royal Mint, Aleks Metal Refinery, Czech Mint, Mint of Poland, MDM, and others.

  2. Where are AGAONE COMMODITIES registered and located in Dubai?

    Our registered office address and location is:
    Indigo Tower, Unit #706, Jumeirah Lakes Towers, Dubai.
    Our business hours are from 9:00 AM to 5:00 PM. Please schedule an appointment before visiting.

  3. How much gold can I carry if I fly abroad?

    Exports of gold from the UAE are not restricted. However, for quantities exceeding AED 50,000, you must report to UAE Customs for further instructions.

    Importing gold into your destination country is subject to local customs rules and regulations. You should verify these before traveling.