Shipping, Return and Refund Policy
Feel free to contact us to ask all questions about the conditions of delivery of your order. We will be happy to give you a detailed answer and discuss possible special offers.
The information below is general and may be changed on an individual basis.
Shipping
Orders placed Monday through Friday by 1 PM Pacific Time are bagged the same day. A shipping label is printed, and the package is then picked up by the shipping carrier on the next business day.
Shipments are occasionally disrupted due to weather conditions beyond control, or seasonal holidays. Customers whose orders are affected for more than 48 hours due to these circumstances will receive an order message about the delay.
Shipping Options and Restrictions
Gold-vitamins.com can ship to virtually any address in the world, however, there may be some restrictions.
Shipping options available for customers may include:
- First Class Mail
- Priority Mail
- Priority Mail Express
- FedEx Ground
- FedEx 2nd Day
- FedEx Overnight
- DHL Express*
*DHL Express is only available to International customers. This excludes customers in Spain, Norway, Thailand, Russian Federation, and Greece.
When a customer places an order, shipping and delivery is estimated based upon the availability of items ordered and the shipping option selected. Depending upon the chosen shipping provider, the shipping date estimates may appear on the shipping quotes page.
Customers are responsible for tracking their packages to determine expected time of delivery and contact local authorities to accept the delivery of the order. In the event the package is unclaimed and returned to gold-vitamins.com, the customer will only receive a partial refund due to shipping costs, handling, and a restocking fee.
Returns Policy
Our Returns Policy forms part of, and must be read in conjunction with our Terms of Use.
We reserve the right to change this Returns Policy at any time.
This Returns Policy was last updated on 16.05.2021.
It is important that you check your order or items upon receipt and always before use.
If any errors occur or issues arise please report them to us immediately so we can investigate.
Before attempting to return an order or item you will need to contact our customer service team to request a returns authorization number.
Without this number it can be difficult to process your return as the process may take longer.
As the shipping party, gold-vitamins.com has no control over items once they are released to the carrier of choice. We are unable to specify whether or not the item is left on your doorstep; if you require signature confirmation, please select an express service. Gold-vitamins.com will not be responsible for any lost or stolen packages. In the event that your package is lost or stolen, please file a claim with your carrier and notify gold-vitamins.com team immediately at helpdesk@gold-vitamins.com.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
For more information about other statutory rights of yours, please visit the UK Government’s website at www.direct.gov.uk.
Right to Cancel
You have the right to cancel this contract within 14 days without giving reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email.
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, except for the cost of delivery.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
- (a) 14 days after the day we receive back from you any goods supplied; or
- (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
- (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
You received an incorrect item
We have high standards when it comes to packaging your order, however mistakes may occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
Your item is damaged
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us through your account using the online message form. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
How you report a fault with your product
Our aim is to ensure that the highest production standards are applied to each and every gold- vitamins order, however we accept that from time to time problems can occur.
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact us through your account using the online message form. Please provide details of the fault and where possible attach pictures to your message.
The gold-vitamins quality team will review your message and aim to resolve it within 24-48 hours. Please note that some investigations can take longer.
How to arrange a return
Please contact our Customer Service team to arrange your return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorization number and all the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside.
No returns will be accepted without the original packaging.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Refund of postage costs to return an item
We may refund postage costs to return an item where the return is required due to our error. For instance:
– if we sent you the wrong item
– if the item is damaged or faulty
– Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required.
These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
Complaints
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives via email: helpdesk@gold-vitamins.com
Warranty
Our Terms and Conditions, including incorporation of full Warranty Information, are located here
Customer Satisfaction
We at gold-vitamins.com strive to make sure our customers have the best possible online shopping experience. We only sell what we believe are the best products to balance body chemistry. We are about health, healing, and wellness for the whole body, mind, and spirit. Consequently, gold-vitamins.com only provides the freshest and best natural products available to naturally meet customer expectations.
Regarding all supplements:
1) Results may vary from what is listed,
2) Statements have not been evaluated by the Food and Drug Administration, and
3) Products are not intended to diagnose, treat, cure, or prevent any disease.
The staff of gold-vitamins.com will do everything possible to ensure that our customers are satisfied with their purchases.
Customers who receive an incorrect or defective product will be issued a refund if the request is made within 14 days of purchase), and all original packaging is provided. If the return is due to company error, and unable to be corrected, gold-vitamins.com will pay the return shipping cost as well.
No returns will be accepted without the original packaging.
As the shipping party, gold-vitamins.com has no control over items once they are released to the carrier of choice. We are unable to specify whether or not the item is left on your doorstep; if you require signature confirmation, please select an express service. Gold-vitamins.com will not be responsible for any lost or stolen packages. In the event that your package is lost or stolen, please file a claim with your carrier and notify gold-vitamins.com team immediately at helpdesk@gold-vitamins.com.