Return Policy

Refund Policy

Returns & Refunds

We have a 30-day return policy, which means you have 30 days after receiving your item to request and send a return.

To qualify for a return, the item must be in the same condition as you received it, undamaged and in its original packaging. Please note that the return costs to our warehouse in Asia are the responsibility of the customer, and that any customs or import fees are also the responsibility of the customer.

Order Cancellation

Please note that once an order has been confirmed, it can no longer be canceled or modified as it is immediately forwarded to our logistics center for processing to ensure the best possible delivery times. If you no longer wish to keep the item, you will need to wait for the receipt of your package and follow our standard return procedure.

The terms must also clarify the burden of shipping fees incurred in the return process:

  • If the return is caused by the customer (e.g., change of mind), the customer shall be responsible for the shipping fee. The specific fee depends on the express company chosen.

  • If due to our reasons (e.g., the goods received are damaged or incorrect), the customer is not required to bear the shipping fee.

To initiate a return, please contact us at info@golden-vale.com. If your return is accepted, we will send you instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.

You can always contact us at info@golden-vale.com if you have any questions about returns.

Damage and problems

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can assess the issue and resolve it immediately. If the product is damaged or defective, we will send you a free replacement at no additional cost.

Exceptions / Non-returnable items

 For hygiene reasons, we do not accept returns on items such as earrings (if the seal is broken) or other intimate products, regardless of whether they have been tried on or used.

Exchanges

 The fastest way to ensure you get what you want is to return the item you have and once the return is accepted, make a separate purchase of the new item.

Refund process

 We will notify you once we have received and checked your return and let you know if the refund has been approved or not. If approved, you will automatically be refunded via your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.

Disputes

In the event of a dispute between the customer and the consumer regarding our products/services, the cost of resolving the dispute will be shared equally between the two parties, unless otherwise agreed in writing.

ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.