Refund and Returns Policy

This Refund and Returns Policy (“Policy”) applies to all purchases made through the website www.golldengoosellc.com (the “Site”) operated by Golden Goose LLC. By placing an order on our Site, you agree to the terms described below. We want you to be completely satisfied with your purchase. If for any reason you are not, please review this Policy carefully.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

• The item must be unused, unworn, unwashed, and in the same condition that you received it.
• All original tags, packaging, accessories, and certificates of authenticity (if any) must be intact and included with the return.
• Returns must be initiated within 14 days from the date of delivery (the “Return Window”).
• Items marked as “Final Sale,” “Clearance,” or “Non-Returnable” are not eligible for return or refund, unless required by applicable law.
• Products such as underwear, swimwear, personalized/customized items, and beauty products are generally non-returnable for hygiene and safety reasons.

2. Return Window & Late Returns

The Return Window is 14 days from the delivery date. Returns received after this period will not be accepted, and the product will be sent back to you at your expense. We strongly recommend using a trackable shipping method and keeping proof of postage, as we are not responsible for lost or delayed return shipments.

If you received a damaged, defective, or incorrect item, please see Section 7 (Damaged or Defective Items) – such claims may be accepted beyond the 14-day window when promptly reported.

3. How to Initiate a Return

To start a return process, please follow these steps:

• Step 1: Contact our customer support team at returns@golldengoosellc.com with your order number, the item(s) you wish to return, and the reason for return.
• Step 2: You will receive a Return Merchandise Authorization (RMA) number and a return shipping address (if a pre-paid label is not provided).
• Step 3: Package the item securely, include the original packing slip or order invoice, and write the RMA number clearly on the outside of the package.
• Step 4: Ship the package using a trackable shipping method. Unless the return is due to our error (defect/wrong item), return shipping costs are the responsibility of the customer.

Important: Returns without an RMA number may be refused or delayed. Please allow 5–7 business days for return processing after we receive the package.

4. Refund Process

Once your return is received and inspected, we will notify you via email regarding approval or rejection of your refund. If approved, the refund will be processed as follows:

• Refund Method: Credit will be applied to your original payment method (credit card, PayPal, etc.).
• Refund Amount: The full purchase price of the returned item(s), excluding original shipping charges (unless the return is due to our error).
• Processing Time: Refunds usually take 5–10 business days to appear on your statement, depending on your financial institution. We will issue the refund within 7 business days of approval.
• Partial Refunds: In certain cases, partial refunds may be granted (e.g., items not in original condition, missing parts, or returned after 14 days but within 30 days, at our discretion).

5. Exchanges

We do not offer direct exchanges. If you need a different size or color, please return the original item (following the return process above) and place a new order separately. This ensures the fastest possible turnaround for your desired product.

For defective or incorrect items, please see Section 7 – we will replace the product without requiring a new order where applicable.

6. Return Shipping Costs

• Customer’s responsibility: For returns due to change of mind, sizing issues, or any reason other than our error, you are responsible for return shipping fees. Original shipping charges are non-refundable.
• Our responsibility: If you received a defective, damaged, or wrong item, we will cover return shipping costs and provide a pre-paid return label upon approval.
• Recommended carrier: Use a carrier that offers tracking and insurance. We are not liable for items lost or damaged during return transit.

7. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If you receive an item that is damaged, defective, or not what you ordered, you must contact us within 48 hours of delivery. To expedite resolution, please include:

• Your order number
• Clear photos or a short video showing the defect, damage, or mismatch
• A brief description of the issue

Once we verify the issue, we will arrange for a free return label and either send a replacement (subject to availability) or issue a full refund including original shipping costs. In some cases, we may allow you to keep the defective item and still receive a refund or discount.

8. Refunds for Orders Paid with Gift Cards or Store Credit

If you made a purchase using a gift card or store credit, any refund will be issued as store credit to your account. If you used a combination of credit card and gift card, the refund amount will first be credited to the gift card/store credit balance, and any remaining balance will be refunded to the original credit card.

9. International Returns

For orders shipped outside the United States, return shipping costs and customs formalities are the responsibility of the buyer. We recommend using a courier that provides a tracking number. Please mark the package clearly as “Returned Goods” to avoid additional customs fees. Any taxes, duties, or customs charges incurred for return shipments will be deducted from the refund amount unless the return is due to our error.

10. Restocking Fee

We generally do not charge a restocking fee for returns received within the 14-day window. However, for returns without original packaging, missing accessories, or items returned in non-sellable condition (but still accepted at our discretion), a restocking fee of up to 20% may be applied.

11. Cancellations & Order Modifications

You may cancel or modify your order within 2 hours of placing it, provided the order has not yet entered processing/shipping preparation. After that time, the order may already be processed; you will need to follow the standard return procedure once the item is delivered. To request cancellation, contact support@golldengoosellc.com immediately with your order number.

12. Contact Information for Returns & Refunds

13. Consumer Rights & Governing Law

This Refund and Returns Policy gives you specific legal rights, and you may also have other rights that vary from state to state or country to country. Nothing in this Policy is intended to override any mandatory consumer protection laws applicable in your jurisdiction (e.g., EU consumer rights, UK Consumer Rights Act, Australian Consumer Law).

For customers in the European Economic Area (EEA), you have a statutory right to withdraw from your purchase within 14 days without giving any reason, unless the item is exempt (e.g., personalized goods). This right is separate from our voluntary 14-day return window; however, our policy is at least as generous as the legal requirement.

This Policy shall be governed by the laws of the State of New York, without regard to its conflict of laws principles, except where local mandatory laws apply.

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Updates to this Policy: We may revise this Refund and Returns Policy at any time. The “Effective Date” at the top of this page indicates when the Policy was last updated. Material changes will be highlighted on our Site or communicated via email for registered users.