This is our official return policy, complete with legalese. For more info about shipping, tracking, and packages, check out our FAQ too.
All sales are final at point of sale, with exceptions only for damaged, defective or lost orders, as set forth in this return policy.
What I change my mind about the color or size of a Product?
If you change your mind about the color or size of a Product you have ordered, you may email us at email@example.com, and we will use reasonable efforts to process a change to the order; however, we make no guarantees that we will or can timely process any requests for changes.
What if the Product I purchased is damaged, defective or lost?
Goldune will accept the return of and/or replace the damaged or defective Product as described in this Policy. All investigation into any damaged, defective and/or lost shall be conducted by Goldune, and the determination of whether a Product is damaged, defective and/or lost, shall be at Goldune’s sole and absolute discretion and is final.
Damaged or Defective Products:
A Product may be considered “defective” if it breaks, disintegrates or does not function, in each case, within 24 hours of first use, under normal use conditions and subject to adherence with all applicable use guidelines for proper care, cleaning and preservation.
A Product may be considered “damaged” if the Product arrives with visible damage that renders it unable to function or perform or visibly/cosmetically intolerable.
A “defective" and/or “damaged” Product does not include (1) natural variances in the Product, including but not limited to grain in wood, bubbles in glass, slight differences in color or print, or appearing slightly different in person as compared to a photograph on the computer; (2) defects or damages arises from a customer’s failure to adhere to applicable use and/or care guidelines, for example, washing a hand-wash only item in the dishwasher or washing machine, failing to store a pantry product in the refrigerator upon opening; or (3) defects or damages resulting from your, or any third party’s misuse, abuse, negligence, or improper or unauthorized use of the Products.
A Product may be considered “lost” if a shipping carrier is unable to locate it or provide reliable insight into its status.
A “lost" Product does not include (1) stolen Products or Product misplaced by you; (2) Products that are misdelivered, misplaced, or lost due to a customer’s failure to provide accurate and up to date shipping information; or (3) delays in transit, for any reason.
If your tracking information shows that your package was delivered, but you can't find it please do the following within 48 hours of expected delivery:
- Verify the shipping address.
- Look for a notice of attempted delivery.
- Look around the delivery location for your package.
- See if someone else accepted the delivery, unless you have health or safety concerns about doing so.
- Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
- Wait 48 hours - in rare cases packages may say delivered up to 48 hours prior to arrival.
SUBMITTING CLAIMS FOR DEFECTIVE, DAMAGED OR LOST PRODUCTS
To submit a claim for a damaged or defective Product, you must send us an e mail at firstname.lastname@example.org within 7 days of your receipt the Product and include (1) a photo of the Product, and (2) a description of the damage and/or defect to the Product.
We will use reasonable efforts to promptly review your claim, and will provide you written notice via email of our acceptance or rejection of your claim. For the avoidance of doubt, any claim for damaged or defective Products shall not be deemed accepted unless and until Goldune has provided written notice of its acceptance.
If we accept a claim (which shall be in our sole discretion), as described above, you may either request a replacement of the applicable Product or you may return the Product and receive a refund of the fees paid for the Product (excluding shipping fees). Replacements are subject to availability, and Goldune does not and cannot guarantee the availability of any Product.
REPLACEMENTS & RETURNS
If you have opted for a replacement, and subject to availability, Goldune will use reasonable efforts to ship the replacement Product, and will provide tracking details and information upon shipment.
If you have opted to receive a refund for a damaged, defective or lost Product, we will process your return after we have received the returned Product. Please allow at least 7-10 business days from our receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company and your billing cycle. We will notify you by email when your return has been processed.
Please note, that the original shipping charges incurred on your purchase are not refundable as part of your return. [In addition, if you do not use Goldune’s prepaid return label (as described below) you will be responsible for all return shipping charges]. We strongly recommend that you use a trackable method to mail your return. [You may also use the prepaid shipping label enclosed with your package.] [If you use the prepaid shipping label, the cost of shipping will be deducted from your return to cover shipping charges.]