Return & Refund Policy

RETURN & REFUND POLICY

Last Updated: 03.11.2025
Company: Esay Group LLC

1. Eligibility for Returns

We accept returns within 14 days from the date the order is delivered.
To be eligible for a return, items must meet all of the following conditions:

  • Unworn, unused, unwashed, and in original condition

  • All original tags, labels, and packaging must be intact

  • Not part of a final sale, clearance, or promotional discount

  • Not a hygiene-sensitive product (see Section 6)

Any return that does not meet these conditions will be rejected and returned to the customer at their own expense.

2. Return Shipping Costs

Return shipping fees are the responsibility of the customer.
We do not provide prepaid return labels unless otherwise stated.

Original shipping fees paid at checkout are non-refundable.

3. Refund Method

Approved refunds will be issued to the original payment method only.
Refunds cannot be issued to a different card, account, or payment method.

Once the return is approved and processed, please allow 5-10 business days for the refund to appear, depending on your bank or payment provider.

4. Non-Refundable Situations

No refund will be issued if:

  • The customer refuses package delivery

  • The customer fails to pay customs/import duties

  • The package is returned, destroyed, or abandoned by customs

  • The package is returned due to an incorrect or incomplete address

  • The item is worn, washed, damaged, altered, or missing original labels

  • The return request is made after 14 days

5. Lost, Damaged, or Stolen Packages

If shipping insurance was not purchased at checkout, the customer accepts full responsibility for loss, theft, damage, or non-delivery after the package is handed to the carrier.

We are not liable for any shipment issues once the carrier has accepted the package.

If the customer purchased shipping insurance, claims must be filed through the insurance provider according to their terms.

6. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or refunded:

  • Underwear, socks, swimwear, and intimate apparel

  • Items marked as “final sale” or discounted

  • Gift cards or store credit purchases

  • Customized or personalized items

7. Exchanges

We do not offer size or product exchanges at this time.
Customers may place a new order after returning an eligible item.

8. Defective or Wrong Item Received

If you received a defective, faulty, or incorrect item, you must contact us within 48 hours of delivery with photo/video proof.

Failure to notify us within this time frame will void eligibility for correction or replacement.

9. Return Approval & Right to Refuse

All returns must be approved in writing before being shipped back.
We reserve the right to reject any return that does not comply with this policy.

10. How to Request a Return

To begin a return request, contact us at:
📧 support@goldwear.shop
You will receive instructions if your return is eligible.

Returns sent without approval will be rejected.