Refund policy

If something isn't right, or you change your mind, you can send it back. Here's how returns and refunds work.

Changed your mind?

You have 30 days from the day your order arrives to tell us you'd like to return something.

  • You can check items the way you would in a shop. Please send them back unused, with any tags and packaging. If an item comes back used, we may reduce the refund to cover the loss in value.
  • When you've changed your mind, the return postage is yours to pay.
  • We'll refund the price of the item. If you tell us within 14 days of your order arriving that you're cancelling the whole order, we'll refund the standard delivery charge too.

Faulty, damaged or wrong?

Please check your order when it arrives. If anything is faulty, damaged or not what you ordered, get in touch as soon as you can and keep the packaging if possible. In the first 30 days you can choose a full refund or a replacement. After that we'll replace it, or refund you if we can't. We'll cover the cost of sending it back.

How to send something back

Email contact@goldenhands.co.uk, call 01424 439674 or message us on Facebook with your order number, and we'll tell you the easiest way to get it back to us. Please send it within 14 days of letting us know.

Refunds

Once your return reaches us, we'll check it and email to confirm your refund. Refunds go back to the card or account you paid with within 14 days of the item reaching us, or of you showing us proof of posting if that's sooner. Your bank may take a few more days to show it.

What we can't take back

  • Items made or personalised specially for you.
  • Sealed health, beauty and personal care items that have been opened.
  • Perishable goods, such as food, flowers or plants.

These can still be returned if they're faulty, damaged or not what you ordered. Gift cards can't be exchanged for cash.

Exchanges

The quickest way to swap something is to return it for a refund and place a new order.

Your legal rights

This policy gives you longer than the law requires, and it doesn't affect your legal rights. You can cancel an online order at any time from placing it until 14 days after it arrives, and anything you buy must be as described, of satisfactory quality and fit for purpose.

Cancellation form

You don't have to use this form. An email or a phone call is just as good. If you'd like to use it, copy it into an email or a letter:

To: Goldenhands Gift Shop Ltd, 30 George Street, Hastings, East Sussex, TN34 3EA, contact@goldenhands.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date: