Refund and Returns Policy

Overview and Who You Are Contracting With

Golden Dust Wear is a curated marketplace bringing together independent designers, brands and creators. We want every order to be handled with care, transparency and professionalism.

Who sells the product

Every product offered on Golden Dust Wear is sold by an independent seller, who prepares, packages and ships the order. The identity of the seller is displayed on the product page and on your order confirmation, and the contract of sale is concluded between you and that seller.

All sellers admitted to Golden Dust Wear are professional traders. European Union consumer law therefore applies in full to your order, including the right of withdrawal described in Section 2 and the legal guarantee of conformity described in Section 5, whatever the country in which the seller is established.

The role of Golden Dust Wear

Golden Dust Wear operates the platform, collects payment on behalf of the seller and administers returns, refunds and complaints on their behalf. You may address any request under this policy to Golden Dust Wear, and you do not need to contact the seller directly.

Return and refund requests must be submitted through the customer account, where available, or by contacting Golden Dust Wear at contact@goldendustwear.com.

The relevant independent seller may manage the return request through their vendor dashboard, provide return instructions, confirm the return address, communicate with the customer, inspect the returned item and confirm whether the item meets the return conditions.

Golden Dust Wear supervises the process and may intervene in case of dispute, non-response, suspected abuse or where required to process a refund.

Please do not send any item back before receiving return instructions.

Who this policy applies to

The rights described in this policy are consumer rights. A consumer is a natural person acting for purposes which are outside their trade, business, craft or profession.

Where you place an order in the course of a business, the statutory right of withdrawal set out in Section 2 does not apply, and returns for reasons of convenience are accepted only at the discretion of the seller. Defective, damaged or incorrect items are dealt with under the applicable commercial law and under our Terms of Sale.

Right of Withdrawal

You have 14 days to change your mind. This is the statutory withdrawal period for consumers in the European Union, and it is the period Golden Dust Wear offers.

Two separate periods apply, and it is important not to confuse them. You have 14 days from delivery to tell us that you are withdrawing. You then have a further 14 days from that notification to send the item back, as set out in Section 7.

The first 14 days run from the day you, or a person appointed by you, receives the order.

Where your order contains several items delivered separately, the period runs from the day you receive the last item. Where an item is delivered in several lots or pieces, the period runs from the day you receive the last lot or piece.

You do not need to give a reason for exercising this right.

To exercise your right of withdrawal, use the Withdraw from contract button available in your customer account, in your order emails and at the bottom of every page of our website, or contact us at contact@goldendustwear.com. You may also use the model withdrawal form in Section 20, but you are not obliged to do so.

Your request should include:

• your full name
• your order number
• the item you wish to return
• your email address
• a clear statement that you wish to return the item

Once your request is received, return instructions will be provided.

Return Conditions and the Returns Tag

You are entitled to handle and try on the item in the same way you would in a physical shop, in order to establish its nature, characteristics and fit. You are not entitled to use the item.

Many items sold on Golden Dust Wear are shipped with a returns tag applied by the independent seller. This tag is attached in a visible position and does not prevent you from trying the item on.

The returns tag must remain attached and intact. Where the tag has been removed, cut, detached, reattached or tampered with, the item is presumed to have been used rather than inspected, and the refund is reduced accordingly under Section 9. You may provide evidence to the contrary. The deduction actually applied reflects the loss of value established, taking into account whether the item can still be sold as new.

Returned items should be:

• unused and unwashed
• free from make-up, fake tan, deodorant, perfume, body odour, smoke, food, sand, glitter or any other residue
• free from stains, marks, tears, pulls, alterations or damage occurring after delivery
• returned with the returns tag, original tags, labels, packaging and accessories, where applicable
• returned in substantially the same condition as received

Where you exercise the statutory right of withdrawal described in Section 2, your return will not be refused because the item does not meet these conditions. Instead, the refund will be reduced to reflect any diminished value of the item, in accordance with Section 9 and with applicable consumer protection law. Where the diminished value corresponds to the full value of the item, no refund will be payable.

Golden Dust Wear may require photographs of the item to be submitted with the return request. The item is inspected on receipt and the inspection may be documented photographically.

Items That Cannot Be Returned

The following exceptions to the right of withdrawal apply. Where an item falls into one of these categories, this is stated on the product page before you order.

• goods made to the customer’s own specifications
• goods clearly personalised for the customer
• goods altered according to the customer’s request
• sealed goods which are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery

The hygiene exception applies only where the item was supplied sealed. In practice this concerns underwear, swimwear and other intimate garments supplied with a hygiene seal or hygiene strip. Where the hygiene seal is still intact, the item may be returned under Section 2. Please try such items on over your own underwear and leave the seal in place.

Gift cards, if offered, may be returned under Section 2 while they remain unused. Once a gift card has been activated, redeemed or partially redeemed, it can no longer be returned.

These exceptions do not apply where the item is defective, damaged, incorrect or not as described. In those cases you may return the item under Section 5 regardless of the category it falls into.

An item that is simply produced after the order is placed, without being made to your own specifications or personalised, is not excluded from the right of withdrawal.

An item that has been worn, washed, stained, damaged or altered by the customer is not excluded from the statutory right of withdrawal either, but the refund will be reduced in accordance with Section 9.

Defective, Damaged or Incorrect Items

Independently of the right of withdrawal, you benefit from the legal guarantee of conformity. Items must conform to the contract for two years from delivery. Where a lack of conformity becomes apparent within one year of delivery, it is presumed to have existed at the time of delivery unless proven otherwise.

Telling us about the problem

If you receive an item that is defective, damaged, incorrect or not as described, please contact us as soon as possible through your customer account, where available, or at contact@goldendustwear.com.

Under Estonian law you must inform us of the lack of conformity within two months of the date on which you became aware of it. Waiting longer than that may cause you to lose the right to rely on it. This period concerns telling us about the problem, not the two-year guarantee period itself.

Your message should include:

• your order number
• a clear description of the issue
• when you first noticed the issue
• photos of the item
• photos of the packaging, if the parcel arrived damaged

What you are entitled to

The issue will be reviewed with the relevant independent seller. Where a lack of conformity is established, you may choose between repair and replacement, unless the option you choose is impossible or would impose costs that are disproportionate compared with the other option.

Where repair or replacement is not carried out within a reasonable time and without significant inconvenience to you, cannot be carried out, or the same defect reappears, you are entitled to an appropriate price reduction or to terminate the contract and obtain a refund.

You are not entitled to terminate the contract where the lack of conformity is only minor. In that case a price reduction, a repair or a replacement remains available to you. Whether a lack of conformity is minor is assessed objectively, and we will explain our reasoning to you.

Repair or replacement is carried out free of charge, including any postage, labour or materials involved.

Where an item has been repaired or replaced, a new two-year period of liability runs from the delivery of the repaired or replaced item.

No deduction for diminished value is applied where the item is defective, damaged in transit, incorrect or not as described, and the return shipping cost is not borne by the customer in those cases.

Return Shipping Costs

Where you withdraw without giving a reason

The standard outbound delivery charges you paid are refunded to you. Where you chose an express, premium or upgraded delivery option, the refund of delivery charges is limited to the cost of the least expensive standard delivery method we offered.

Delivery charges are refunded where you return the whole of an order. Where you return part of an order and keep the rest, the delivery charges are not refunded, because the delivery was carried out for the items you are keeping. Where the items you keep would have attracted a lower delivery charge, the difference is refunded to you.

You bear the direct cost of returning the item.

Where the item is defective, damaged, incorrect or not as described

You bear neither the original delivery charges nor the cost of returning the item. Where you have already paid return postage in such a case, that cost is reimbursed to you.

These costs are borne by the independent seller responsible for the item, who prepares, packages and ships the order. Golden Dust Wear processes the refund to you as payment intermediary, so you do not need to contact the seller directly to be reimbursed.

In all cases

We strongly recommend using a tracked shipping service for returns. Proof of dispatch allows your refund to be processed without waiting for the parcel to arrive, as set out in Section 8.

Return Process

To request a return, please submit a return request through your customer account, where available, or contact contact@goldendustwear.com.

Once your request is reviewed, return instructions will be provided.

Because Golden Dust Wear is a marketplace, the return address may be the address of the independent seller who shipped your order.

The relevant seller may manage the return request through their vendor dashboard, including providing the return address, communicating with the customer, reviewing the returned item and updating the request status.

Please request return instructions before sending an item back. Items returned without prior approval may be delayed while we identify the order and the relevant seller, or returned to you if the address used was not the correct return address.

Once you have notified us of your withdrawal, you must send the item back without undue delay and in any event within 14 days of that notification. Sending the item after this period may result in the refund being refused, or reduced to reflect any additional loss of value.

The date on the carrier receipt or the first tracking scan is used as proof of the dispatch date.

Refunds

Where you have withdrawn under Section 2

The refund is made without undue delay and in any event within 14 days of the day we are informed of your decision to withdraw.

We may withhold that refund until the item has been received back, or until you supply evidence of having sent the item back, whichever is the earliest.

What counts as evidence of dispatch

Evidence of dispatch means a carrier or postal receipt showing the date of dispatch, the destination address and a tracking number, together with a first tracking scan confirming that the parcel has entered the carrier network.

A receipt without a tracking number, or a tracking number showing no scan, does not establish that the item was sent back. In that case the refund is made once the item has been received and inspected. This is why we recommend a tracked service for every return.

Where you have supplied valid evidence of dispatch and the parcel is subsequently lost or delayed in transit, the refund is still made. Please keep your tracking number until the refund has been received.

Where you notify a withdrawal but the item is never sent back, no refund is due.

Where the item was defective, damaged, incorrect or not as described

Where you terminate the contract under Section 5, the refund is made without undue delay and in any event within 14 days of the day we are informed of your decision to terminate. Where a price reduction is agreed instead, the corresponding amount is refunded within the same period.

You must return the item at our expense, and we may await receipt of the item or evidence of its dispatch, on the same terms as above.

Amount refunded

The refund corresponds to the amount you actually paid for the returned items, after any discount applied at the time of the order. Where a discount applied to several items, it is allocated proportionally across those items.

Where a discount, a promotional benefit or free delivery depended on a minimum order value or quantity, and the items you return take the order below that threshold, the benefit is recalculated on the items you keep and the difference is deducted from the refund.

Once the returned item has been received and inspected, you will be notified whether your refund has been approved, refused or reduced, and on what basis.

How the refund is made

The refund is made using the same means of payment you used for the order, unless you expressly agree otherwise. No fee is charged to you as a result of the refund.

The refund is issued in the currency in which the order was charged, for the amount that was charged. Where your card or account is held in a different currency, the amount credited to you may differ because of the exchange rate applied by your bank or card issuer on the date of the refund. Any such difference, and any fee charged by your bank or payment provider, is outside our control and is not compensated by Golden Dust Wear or by the seller.

Refunds may take several business days to appear on your account, depending on your bank or payment provider.

Diminished Value and Partial Refunds

Under Article 14(2) of Directive 2011/83/EU and the corresponding provisions of Estonian law, you are liable for any diminished value of the item resulting from handling other than what is necessary to establish its nature, characteristics and functioning.

Where diminished value is established, the refund will be reduced. The following indicative scale applies, expressed as a percentage of the product price:

• returns tag removed, cut, detached, reattached or tampered with: up to 100%
• item worn beyond trying on, including traces of make-up, fake tan, deodorant, perfume, body odour, smoke, food, sand, glitter or outdoor wear: up to 100%
• item washed, altered, dyed, repaired or modified: up to 100%
• stains, marks, tears, pulls, missing beads, sequins or trims, or damage occurring after delivery: up to 100%, depending on whether the item remains saleable
• footwear showing sole wear consistent with outdoor use: up to 100%
• original tags, labels, packaging, dust bag or accessories missing: up to 20%
• item returned incomplete, where part of a set or multi-piece product is missing: the value of the missing part, or up to 100% where the remaining part cannot be sold separately

The scale above is indicative. The deduction actually applied is assessed on a case-by-case basis, in proportion to the loss of value, and takes into account whether the item can still be sold as new, sold at a reduced price, or not sold at all. The reason for any deduction will be explained to you, and photographic evidence will be provided on request.

Costs arising from a refused or failed delivery, such as return shipping, customs or carrier charges, are not a diminished value of the item. Those costs are dealt with separately in Section 13.

No deduction is made where the item is defective, damaged in transit, incorrect or not as described.

Exchanges

Exchanges are not always possible because items are sold by independent sellers and stock may be limited.

If you would like to exchange an item, please submit a request through your customer account, where available, or contact us at contact@goldendustwear.com.

If an exchange is available, the process will be explained to you. If an exchange is not available, you may request a return or refund if the item meets the return conditions.

Customs Duties and Import Taxes

Orders may be shipped from different countries, depending on where the independent seller is located. The country of dispatch is shown on the product page or on the seller’s store. What applies to your order depends on where it is shipped from and where it is delivered, as set out in Section 11 of our Terms of Sale.

Orders shipped from within the European Union

There are no customs formalities and no import charges.

Orders imported into the European Union, up to 150 EUR

For consignments with an intrinsic value of 150 EUR or less shipped from outside the European Union, the VAT of your country of delivery is charged at checkout and declared under the Import One-Stop Shop (IOSS). The flat customs duty of 3 EUR per type of item is also charged at checkout and shown separately as Import charges. You have nothing further to pay when your parcel arrives.

If a carrier or a customs authority asks you to pay import VAT or customs duty on such an order, please contact us at contact@goldendustwear.com before paying. If you have already paid, we will reimburse you on proof of payment.

Orders imported into the European Union, above 150 EUR

No VAT is charged at checkout. Import VAT and any customs duties are payable by you when the parcel arrives, to the carrier or to the customs authority of your country. We tell you before you confirm your order when an item falls into this case.

Deliveries to destinations outside the European Union

Unless stated otherwise at checkout, customs duties, import taxes, clearance or handling fees may be charged by the carrier or the customs authorities of your country when the parcel arrives, and are payable by you.

Where import charges are payable by you, they are set by the customs authorities and carriers, not by Golden Dust Wear or the seller. Golden Dust Wear is not responsible for delays caused by customs procedures.

Customs Payment Notifications

Where import charges are payable by you under Section 11, the carrier, postal service or customs authority may contact you to pay them before delivery. This contact may be made by email, SMS, postal notice, tracking update, phone call or request for payment upon delivery.

Please follow your tracking information and respond to any request from the carrier or customs authorities so that your parcel can be delivered.

For orders declared under the Import One-Stop Shop, no import VAT or customs duty should be requested from you on delivery. If it is, please contact us before paying, as set out in Section 11.

Refused Customs Fees or Failed Delivery

If you refuse a parcel, do not collect it, or do not pay import charges that are payable by you under Section 11, the parcel may be delayed, returned to the seller, abandoned or destroyed by the carrier or customs authority.

Where the parcel is returned to the seller and you are a consumer within the 14-day withdrawal period, this is treated as the exercise of your right of withdrawal under Section 2. You are refunded the price of the products and the initial standard delivery charges, minus the direct cost of returning the parcel to the seller.

Where import charges were payable by you under Section 11 and the seller has paid them because of the refusal without being able to recover them, those charges may also be deducted. No import charges are deducted on orders declared under the Import One-Stop Shop, as those charges were never payable by you.

Any deduction is limited to costs actually incurred and evidenced, and a breakdown is provided to you before the refund is issued. These deductions are not a deduction for diminished value under Section 9. The refund is made once the parcel has been received back by the seller.

No deduction is applied where the failed delivery is attributable to the carrier, the seller or Golden Dust Wear, for example where the address was recorded incorrectly on our side, where the parcel was not presented for delivery, or where the carrier failed to leave a notice.

If the parcel is abandoned, destroyed or not returned to the seller, please contact us. We review the situation with the seller in accordance with applicable law and tell you the outcome and the reasons for it.

Customs Fees and Returns

When you return an item and are refunded, the VAT and the import charges you paid at checkout for that item are refunded with it.

Import VAT, customs duties or carrier fees that you paid directly to a carrier or to a customs authority on delivery are not collected by Golden Dust Wear or by the seller, and cannot be refunded by them. You may contact your local customs authority or carrier to ask whether you are eligible for a refund of those charges. Golden Dust Wear cannot guarantee that they will be refunded.

Sale Items

Sale and discounted items carry the same right of withdrawal and the same legal guarantee of conformity as full-price items. The return conditions and the diminished value rules set out in Sections 3 and 9 apply in the same way.

Late or Missing Refunds

If your refund has been approved but you have not received it yet, please first check your bank account or payment provider.

Then contact your bank or credit card company, as processing times may vary.

If you have completed these steps and still have not received your refund, contact us at contact@goldendustwear.com.

Independent Sellers

Golden Dust Wear operates as a curated marketplace. Independent sellers are responsible for preparing, packaging and shipping the products they sell through the platform, and the contract of sale is concluded between the customer and the seller, as set out in Section 1.

Sellers have access to a return management section in their vendor dashboard, where they can review return and refund requests related to their orders, provide return instructions, confirm the return address, communicate with the customer, inspect returned items and update the status of the request.

Return and refund requests must be submitted through the customer account, where available, or to Golden Dust Wear, so the process can be coordinated with the relevant seller and handled correctly.

Golden Dust Wear supervises the process and may intervene in case of dispute, non-response, suspected abuse or where required to process a refund. Golden Dust Wear determines the final amount refunded to the customer where a seller claims a deduction for diminished value.

Where a cost is borne by the seller under this policy, Golden Dust Wear settles it with the seller. This is an internal matter between Golden Dust Wear and the seller and does not affect the amount or the timing of the refund due to you.

Sellers are contractually required to comply with this policy and with all applicable consumer protection laws.

Returns Sent Without Approval

Please request return instructions before sending an item back. The return address depends on the independent seller who shipped your order, and using the wrong address is the main reason returns go missing.

Returns sent without prior approval may be delayed while we identify the order and the relevant seller, and may be returned to you if the address used was not the correct return address.

Where you have validly exercised your right of withdrawal under Section 2, your refund is not refused solely because return instructions were not requested first.

Return Abuse

The statutory right of withdrawal exists so that customers can assess an item they were unable to see before purchase. It is not intended to allow an item to be used and then returned.

Golden Dust Wear monitors return activity across the marketplace. Where a customer account shows a pattern that is inconsistent with the ordinary exercise of the right of withdrawal, Golden Dust Wear may take proportionate measures. Such patterns may include a persistently high proportion of returned orders, repeated returns of items showing signs of use, repeated returns with the returns tag removed, repeated returns concentrated around specific dates or events, repeated unfounded claims that items were defective or not as described, or repeated failure to return items after notifying a withdrawal.

Proportionate measures may include closer inspection of returned items, a request for additional information or photographs, a requirement to pay by a specific method, a limit on order value or quantity, or the refusal of future orders and the closure of the customer account.

These measures do not affect your statutory rights in relation to any order already placed, including the right of withdrawal and the legal guarantee of conformity. Golden Dust Wear is under no obligation to enter into new contracts.

The processing of personal data involved in this monitoring, including its legal basis, how long the data is kept and your rights, is described in Section 5 of our Privacy Policy.

Deliberately returning an item that has been used and presenting it as unused, or returning a different item from the one received, may constitute fraud and may be reported to the competent authorities.

Model Withdrawal Form

You may use the form below to exercise your right of withdrawal under Section 2, but you are not obliged to do so. Any other clear statement of your decision to withdraw is equally valid. Using the Withdraw from contract button has the same effect.

The form is addressed to Golden Dust Wear OÜ, which receives withdrawal notices on behalf of the independent seller and forwards them without delay. You do not need to know the seller’s address in order to withdraw validly, but adding the seller’s name, which appears on your order confirmation, helps us process your request faster.

Send the completed form to contact@goldendustwear.com, or by post to Golden Dust Wear OÜ, Tornimäe tn 3, 10145 Tallinn, Estonia. We will acknowledge receipt without delay.

Complaints and Dispute Resolution

If you are not satisfied with how your return, refund or claim has been handled, please contact us first at contact@goldendustwear.com. We reply to every complaint within 15 days.

If we do not reply within that period, or if you are not satisfied with our reply, you may as a consumer refer the matter to the Consumer Disputes Committee (Tarbijavaidluste komisjon), the independent out-of-court body whose secretariat is provided by the Estonian Consumer Protection and Technical Regulatory Authority. The procedure is free of charge for the consumer.

Secretariat of the Consumer Disputes Committee
Endla 10a, 10122 Tallinn, Estonia
Email: avaldus@komisjon.ee
Telephone: +372 620 1700
Website: ttja.ee

The Committee hears contractual disputes between consumers and traders where the value of the disputed goods or services is at least 30 euros. An application must be submitted within three years and is filed in Estonian.

The Committee is competent for disputes with traders established in Estonia. A dispute concerning the services of Golden Dust Wear OÜ may therefore always be brought before it. Where your contract of sale is with a seller established in another country, the Committee may not be competent for a dispute with that seller, and a different out-of-court body may apply. We will tell you which body is competent for your order on request.

If you live in another European Union or EEA country, the European Consumer Centre in your country can advise you free of charge on a cross-border dispute, identify the competent body and assist you in bringing the matter before it.

You may also bring the matter before the competent court. Nothing in this policy limits your right to do so.

Applicable Law and Language

This policy is governed by Estonian law.

Where you are a consumer habitually resident in another European Union or EEA country, this choice of law does not deprive you of the protection afforded to you by the mandatory provisions of the law of your country of residence. Where those provisions give you stronger rights than this policy, those rights prevail.

This policy is published in English. Where a translation is provided for convenience and a discrepancy arises between versions, the English version prevails, except where the law of your country of residence provides otherwise.

This policy forms part of our Terms of Sale and should be read together with our Shipping Policy and our Privacy Policy.