RETURN AND REFUND POLICY
Effective Date: January 2, 2026
COMPANY INFORMATION
Website Name: GoldSwe
Website URL: https://goldswe.com
Business Name: Dollar Media Technology Limited
Registered Address: Kam Fone Mansion, 16 Kam Fong Street, Yau Tsim Mong District, Kowloon, Mong Kok, Hong Kong
Contact Phone: +852 2359 7866
Email Support: info@goldswe.com
Business Type: Online Store / E-commerce Retailer
Delivery Area: European Union and selected European Economic Area countries
Payment Methods: Cash on Delivery (COD)
Order Processing Time: Orders processed quickly after confirmation
Average Delivery Time: 24–48 hours depending on destination
Return Window: 30 days from delivery date
RETURN AND REFUND POLICY
This Return and Refund Policy explains the conditions under which customers may return products purchased from goldswe.com, request refunds, or exchange items.
This policy complies with the Consumer Rights Directive (Directive 2011/83/EU) and other applicable European consumer protection laws governing distance selling.
1. RIGHT OF WITHDRAWAL (EU CONSUMERS)
Customers located in the European Union have the legal right to withdraw from a purchase within 14 days without providing a reason.
The withdrawal period expires 14 days after the day the customer receives the goods.
This right applies to most products purchased online and ensures that consumers have sufficient time to evaluate the product after delivery.
To exercise the right of withdrawal, the customer must notify the company through a clear written statement sent to:
The notification must include:
Customer name
Order number
Product name
Statement indicating the intention to withdraw from the purchase
Once the withdrawal request is received, the return process will be initiated.
2. EXTENDED RETURN WINDOW
In addition to the mandatory EU withdrawal period, GoldSwe offers an extended 30-day return window from the date of delivery.
This extended policy allows customers additional time to request returns under the conditions described in this policy.
The extended return window does not affect statutory consumer rights.
3. CONDITIONS FOR RETURNS
To be eligible for a return, the product must meet the following conditions:
The product must be returned within the allowed return period.
The item must be unused and in its original condition.
The product must be returned in the original packaging where possible.
All accessories, manuals, and components must be included.
Products showing signs of excessive use, damage caused by misuse, or missing parts may not qualify for a full refund.
4. RETURN PROCEDURE
Customers wishing to return a product must follow these steps:
Step 1 — Contact Customer Support
Send an email to:
Include:
Order number
Product name
Reason for return (optional for withdrawal requests)
Photos of the product if defective or damaged
Step 2 — Receive Return Instructions
Customer support will provide instructions regarding:
Return address
Return authorization confirmation
Shipping instructions
Step 3 — Ship the Product Back
The customer must return the product using a reliable shipping method.
Customers are advised to keep proof of shipment until the return process is completed.
5. RETURN SHIPPING RESPONSIBILITY
Return shipping costs may be handled as follows:
Customer Responsibility
If the return is requested due to:
Change of mind
Product no longer wanted
Incorrect product choice
the customer is responsible for return shipping costs.
Company Responsibility
If the return is caused by:
Defective product
Damaged item during shipping
Incorrect product delivered
the company will cover the return shipping cost or provide an alternative resolution.
6. DEFECTIVE OR DAMAGED PRODUCTS
If a product arrives damaged or defective, customers must notify customer support within 48 hours of delivery.
The notification should include:
Order number
Description of the issue
Photographs showing the defect or damage
After verification, the company may offer one of the following solutions:
Replacement product
Full refund
Partial refund depending on the situation
The company will provide instructions on how to proceed with the defective product return if required.
7. REFUND PROCESS
Once a returned product is received and inspected, the company will notify the customer regarding the refund status.
If the return is approved, the refund will be processed within a reasonable timeframe.
Refunds typically occur within 5–14 business days after return approval, depending on administrative procedures and logistics processing.
8. REFUND METHODS
Refund methods depend on how the order was paid.
For Cash on Delivery (COD) purchases, refunds may be issued through:
Bank transfer
Alternative agreed payment method
Customers may be asked to provide banking details required to process the refund.
9. PRODUCT EXCHANGES
Customers may request an exchange if:
The product received is defective
The wrong item was delivered
Exchange requests are subject to product availability.
If the requested replacement product is not available, the company may offer a refund instead.
10. NON-RETURNABLE ITEMS
Certain products may not be eligible for return due to hygiene, safety, or regulatory reasons.
Examples include:
Personal hygiene products once opened
Consumable items
Customized or personalized products
Products sealed for health protection that have been unsealed
The eligibility of specific products for return will be clearly stated when applicable.
11. CONDITION REQUIREMENTS FOR RETURNED ITEMS
Returned items must not show signs of:
Excessive wear or misuse
Damage caused by improper handling
Missing accessories or packaging
If the returned product does not meet the required conditions, the company reserves the right to refuse the return or issue a partial refund.
12. LATE OR MISSING REFUNDS
If a customer has not received a refund after confirmation, they should first check with their financial institution.
Processing delays may occur due to banking procedures.
If the refund still cannot be located, customers should contact support:
13. LEGAL WARRANTY
In accordance with European consumer protection laws, customers benefit from a legal guarantee of conformity.
This warranty covers defects that existed at the time of delivery.
Under Directive (EU) 2019/771, consumers may be entitled to:
Repair
Replacement
Price reduction
Refund if the product cannot be repaired or replaced
The legal warranty exists independently of the voluntary return policy.
14. FRAUD PREVENTION
The company reserves the right to refuse return requests in cases of:
Fraudulent activity
Abuse of return policies
Repeated unreasonable return patterns
Each return request may be reviewed individually.
15. POLICY CHANGES
GoldSwe may update this Return and Refund Policy when operational or legal requirements change.
Updated policies will be published on the website with the revised effective date.
Customers are encouraged to review the policy periodically.
16. CONTACT INFORMATION
For return requests, refund inquiries, or product issues, customers may contact:
Dollar Media Technology Limited
Kam Fone Mansion
16 Kam Fong Street
Yau Tsim Mong District
Kowloon, Mong Kok
Hong Kong
Email: info@goldswe.com
Phone: +852 2359 7866
Customer support will assist with return procedures and refund processing.