GOLDEN DOOR ONLINE SHOP RETURNS AND REFUNDS POLICY

This Returns and Refunds Policy form part of the GOLDEN DOOR Website Terms and Conditions. All terms and conditions of the GOLDEN DOOR Website Terms and Conditions are to be considered as they relate to returns and refunds for any item/s purchased from the website.

Your satisfaction is most important to us, however, we do realise that sometimes problems may occur. In the event you are not satisfied with an item purchased at our online store, you may return it for a credit of the product cost. We hope you enjoy everything you purchase from GOLDEN DOOR. See our Returns policy below.

1. RETURN POLICY:

At GOLDEN DOOR we want our customers to love each and every purchase. However, if you feel something is not right we want to make sure you know your options.

FULL PRICE PURCHASES

  • we offer credit notes, exchange or refund
  • refunds are only available within 14 days of purchase
  • credit notes and exchanges are available for up to 30 days of purchase
  • credit notes are valid for up to 12 months and will be credited back to you at 100% of the purchase price, excluding postage/freight costs
  • if you return your item and choose a credit note or an exchange, and you are based in Australia, we will cover your postage/freight expenses to the value of $15.00! (only available on faulty and/or warranty claims)
  • see further conditions below

SALE & PROMOTIONAL PURCHASES

  • we offer exchange or credit note for sale and promotional purchases for up to 14 days
  • credit notes are valid for up to 12 months
  • we do not cover the cost of postage on returning sale/promotional items
  • see further conditions below

FOR ALL RETURNS

Items must be returned unworn and in original condition with tags attached/present, preferably un-opened and un-used (any item that has been worn, washed, damaged, altered, partially used or consumed will not be returnable) Please note: all CDs and DVDs and other medias will only be replaced with a new copy of the same item if returned item is found to be faulty. No credits, refunds or alternative items will be given.

FOR AUSTRALIAN RETURNS – items must:

  • be returned within 14 days if they have been purchased at full price;
  • must be returned within 14 days if they have been purchased on sale or during a promotion
  • have original and/or GOLDEN DOOR tags attached.
  • be in their original condition.
  • boxed items e.g. candles, shoes, etc. shoes must be returned in the original packaging/shoe box.
  • To receive the value of your return postage /freight (up to the value of $15.00) you must include a valid receipt for postage paid for the return item/s; postage will not be reimbursed otherwise
  • when returning items, you must comply to term; 3.11 – of the DELIVERY section of the Terms and Conditions of this website
  • food and perishable items cannot be returns if opened. If packaging is damaged or infestation/mould has occurred, photographic evidence can initially be provided as proof. GOLDEN DOOR reserves the right to request the return of the item for full inspection.

FOR INTERNATIONAL RETURNS – items must:

  • be returned within 30 days if they have been purchased at full price;
  • be returned within 30 days if they have been purchased on sale or during a promotion
  • have original and/or GOLDEN DOOR tags attached.
  • be in their original condition.
  • boxed items e.g. candles, shoes, etc. must be returned in the original packaging/shoe box.
  • have a valid international tracking number

Please note that we cannot refund the cost of shipping on any international orders.

Please be reminded to indicate on the package that the items are intended “for exchange”. Without such notice, the package is at risk of attracting additional customs duties and taxes.

GOLDEN DOOR ELYSIA PTY LTD is not responsible for any items lost in transit, and cancelled orders of shipped items due to refusal of acceptance on incoming tax charges will only be refunded the full price of the garments. This does not include any associated shipping charges from the original purchase.

2. FAULTY ITEMS:

2.1. We use a three point checking system before your order is shipped to you. We do our best to make sure everything we send to our customers is in perfect condition. If you receive an item from us which you believe is faulty, due to damage during shipping or a manufacturing defect, please let us know as soon as possible (preferably within 48 hours).

2.2. FOOD AND PERISHABLE ITEMS:

Insect infestation and/or presence of mould

If what you receive from us is being attacked by an insect/s, please notify us within 48 hours of receipt. Golden Door cannot accept responsibility for an insect infestation if not notified within 48hrs of receipt.

Food grown and stored without herbicide or pesticide additives (including certified organic items) are sometimes more prone to infestation attack. For example, some moth eggs may find their way into the food during the process from pasture to table. We keep foods susceptible to weevils, moths, etc in a cool-room (or commercial refrigerator) to prevent any issues like this arising.

Despite the best cleanliness standards in our kitchen, premises, stores and warehouse, these eggs may then hatch in transit to you. The transport companies used are not refrigerated and goods could sit in depots over nights or weekends waiting for the next stage of delivery. This could also lead to problems with mould, etc. particularly in hot and damp conditions. We recommend you seriously consider what you are ordering if delivery time is more than 2-5 days from dispatch.

We recommend that all grains, cereals, flours, pulses, etc. are kept very cool and dry, for best protection refrigerated, especially Organic produce. If any infestation of insects occurs, ascertain what it is, and then freeze the produce for at least 3 days. Please do not hesitate to call us with any queries about what type of insect it may be.

If the infestation is extreme, and beyond repair, we will be happy to send out a replacement or refund you, you must however contact GOLDEN DOOR within 48 hours of receipt of the item.

3. HOW LONG WILL MY CREDIT NOTE, EXCHANGE OR REFUND TAKE TO PROCESS?

Credit notes – are issued and emailed to you as soon as your return is processed, this means you can shop with the credit note as soon as we receive your item and processing is completed.

Exchanges – we will send your exchange item on the next day from receiving your return. During peak times exchanges can require a two (2) business day turnaround.

Refunds – are also processed once we receive your item, however please allow up to 14 business days for the funds to clear in your account.

4. HOW DO I RETURN MY ITEM?

If you would like to send an item back to GOLDEN DOOR, please email us at shop@elysia.com.au or phone us on 1800 212 011 and we can discuss your options with you.

Please send all returns to:

GOLDEN DOOR RETURNS
165 Thompsons Road,
Pokolbin, NSW 2320
AUSTRALIA

5. DEFINITIONS

“Agreement” means the terms and conditions that apply to the use of the Website which may be amended from time to time.

“GOLDEN DOOR ELYSIA PTY LTD ” means GOLDEN DOOR PTY LTD (ABN 32 097 636 596) or GOLDEN DOOR, GOLDEN DOOR AUSTRALIA, GOLDEN DOOR ELYSIA, GOLDEN DOOR SPA & HEALTH CLUB and any other/future GOLDEN DOOR entities.

“Products” means the product that is specified on the Purchase Order as the product You wish to purchase pursuant to the Agreement.

“Purchase Order” means the online purchase order form to be completed by You in relation to Your purchase of the Product.

“Website” means internet website with the URL www.goldendoor.com.au and associated websites or pages.

“You” means the user of the Website (and “Your” has the corresponding meaning).

“AUD” means Australian Dollars, all currency amounts identified in this agreement are in Australian Dollars.

6. DISCLAIMER

This website has been put together with the utmost care, however, we are human and sometimes make mistakes. We advise you to thoroughly check the LIST OF INGREDIENTS and FOOD INTOLERANCES when you order. We also welcome feedback on any aspect of our website to make your shopping experience easier. At all times our Organics products and those that are gluten free are identified as Organic or Gluten Free or both where relevant.

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