Refund and Return Policy

Overview

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.

Golden Dust Wear operates as a curated marketplace. This means that products may be sold, prepared and shipped by independent sellers.

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 may supervise 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.

Right of Withdrawal

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

The 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 14-day 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, you must submit a return request through your customer account, where available, or contact us at contact@goldendustwear.com.

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 Golden Dust Wear 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 Golden Dust Wear returns tag, or an equivalent seal 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.

• items made to the customer’s own specifications
• personalised items
• items altered according to the customer’s request
• intimate, hygiene-sensitive or sealed items where return is not suitable for health or hygiene reasons once opened or used
• gift cards, if offered

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.

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.

Your message should include:

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

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.

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

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.

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.

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.

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.

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 the location of the independent seller.

For international orders, customs duties, import taxes, VAT, handling fees, clearance fees or other charges may apply when the parcel reaches the destination country.

These charges are not controlled by Golden Dust Wear or by the seller. They are determined by the customs authorities and/or delivery carrier of the destination country.

Unless expressly stated otherwise at checkout, the customer is responsible for paying any customs duties, import taxes, VAT, handling fees, clearance fees or other charges related to the import of the order.

Golden Dust Wear is not responsible for delays caused by customs procedures.

Customs Payment Notifications

For international orders, the customer may be contacted by the delivery carrier, postal service or customs authority to pay customs duties, import taxes, VAT or handling fees before delivery.

This contact may be made by email, SMS, postal notice, tracking update, phone call or request for payment upon delivery.

Customers are responsible for monitoring tracking information and responding to any customs or carrier payment request.

Refused Customs Fees or Failed Delivery

If the customer refuses to pay customs duties, import taxes, VAT, handling fees or related charges, the parcel may be delayed, returned to the seller, abandoned or destroyed by the carrier or customs authority.

If a parcel is returned to the seller because the customer refused to pay import charges, failed to collect the parcel, provided an incorrect address, or did not respond to the carrier, any refund may be reduced by:

• original shipping costs
• return shipping costs
• customs duties or import taxes charged to the seller
• carrier handling fees
• storage fees

Deductions are limited to costs actually incurred and evidenced. A breakdown is provided on request.

If the parcel is abandoned, destroyed or not returned to the seller, a refund may not be possible.

Customs Fees and Returns

Customs duties, import taxes, VAT and handling fees are generally not refundable by Golden Dust Wear or by the seller.

If you return an international order, you may contact your local customs authority or delivery carrier to ask whether you are eligible to request a refund of import charges.

Golden Dust Wear cannot guarantee that customs charges will be refunded by the relevant authority or carrier.

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.

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 may supervise 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 expected 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.

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. Submitting a return request through your customer account has the same effect.

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.

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 with us and can assist you in bringing the matter before the Committee.

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