Returns & exchanges

A. BESPOKE & MADE TO ORDER GOODS

Made-to-order and bespoke goods cannot be returned or exchanged unless they fall into one of the two categories below (paragraph 1 or paragraph 2).

 

1. Faulty, damaged or not as described/specified (statutory rights)

When goods are delivered and signed for, it is assumed they are checked over and accepted in good working order.  If the goods you receive are faulty, damaged or do not conform with the description or specification agreed between the customer and Goldfinger, customers should notify Goldfinger in writing to hello@goldfinger.design. within 30 days. We will request that you return the goods to us at our returns address below [(at your cost)] for our inspection. Do not seek to repair the goods yourself, as this may further damage the goods.

Our returns address is: Goldfinger, 13-15 Golborne Road, London, W10 5NY, United Kingdom.

If we agree that the goods are faulty, damaged or not as described/specified, and you had contacted us within 30 days of receipt of the goods you may choose to either reject the goods and receive a refund, or request that we repair or replace the goods, if either are possible. If it is disproportionately onerous for us to grant you either a repair or replacement we may offer you the alternative remedy only.  

If you contact us after 30 days of receipt of the goods, we may first try to repair or replace the goods before a refund or price reduction can be offered. 

 

2. Develop a material defect within the first 12 months

If the goods develop a material defect in design, material and workmanship within the first 12 months of receiving the goods we will request that you return the goods to us at our returns address below (at your cost) for our inspection.

Our returns address is: Goldfinger, 13-15 Golborne Road, London, W10 5NY, United Kingdom.

If we agree that the goods have developed a material defect, we will (at our choice) either repair or replace the goods, or refund the price of the goods in full.

Please note that any normal movement, distortion or cracking of wood is naturally occurring and so does not constitute a material defect with the goods. 

The right to a repair, replacement or refund under this paragraph 2 shall not apply where:

  1. the goods have been used after notifying us of the defect;

  2. the defect arose because you failed to follow our instructions as to the storage, commissioning, installation, use, and maintenance of the goods;

  3. the defect arose because you failed to treat the goods with good trade practice;

  4. the defect arose as a result of following instructions, specifications, drawings or designs supplied by you [that we warned could result in a defect];

  5. you altered or repaired the goods without our consent or contrary to the instructions we provided; 

  6. the defect arose as a result of fair wear and tear, wilful damage, negligence or abnormal storage working or environmental conditions (including, but not limited to, changes in room temperature, and the effects of heating and air-conditioning); or

  7. the defect arose as a result of changes made to ensure the goods comply with applicable statutory or regulatory requirements.

 

B. NON-BESPOKE GOODS

3. Returns & refunds

Faulty, damaged or not as described

If the non-bespoke goods you purchase are faulty or damaged or do not conform to their description, customers should notify Goldfinger in writing to hello@goldfinger.design within 30 days. We will request that you return the goods to us at our returns address below [(at your cost)] for our inspection.

Our returns address is: Goldfinger, 13-15 Golborne Road, London, W10 5NY, United Kingdom.

If we agree that the goods are faulty, damaged, or not as described and you had contacted us within 30 days of receipt of the goods you may choose to either reject the goods and receive a refund, or request a repair or a replacement of the goods, if either are possible. If it is disproportionately onerous for us to grant you either a repair or replacement we may offer you the alternative remedy only.  

If you contact us after 30 days of receipt of the goods, we may first try to repair or replace the goods before a refund or price reduction can be offered. 

 

Change of mind (online purchases only)

Subject to the conditions set out in paragraph 4 below and the exceptions set out in the paragraph 5 below, goods that have not been made bespoke or made-to-order by us and which have been purchased online may be returned for whatever reason provided you notify us in writing to hello@goldfinger.design to request a return within 14 days of receipt of the goods. We are happy to offer a credit note or full refund (excluding shipping the goods back to us which must be paid for by the customer). 

We will notify you once we have received and inspected your returned goods, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

4. Conditions of returns

To be eligible for a refund or credit note for change of mind purchases:

  • customers must notify us in writing to hello@goldfinger.design within 14 days of receipt of the goods;

  • customers must provide evidence of proof of purchase or receipt to Goldfinger;

  • customers must post the goods back to Goldfinger’s returns address (Goldfinger, 13-15 Golborne Road, London, W10 5NY, United Kingdom), at the customer’s cost, within 14 days of Goldfinger’s confirmation via email that the return will be processed; and

  • goods must be in the same condition that the customer received them, unworn or unused, with tags, and in its original packaging.

Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at hello@goldfinger.design .

 

5. Exceptions / non-returnable items 

Certain types of goods cannot be returned for change of mind reasons, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items purchased in-store or gift cards.

 

6. Exchanges 

If you wish to exchange a non-bespoke product, you are welcome to do so within 14 days of receipt of the goods. If the item you wish to exchange for is worth less than the original item, we will offer a credit note for the difference, valid for 3 months. However, the fastest way to ensure you get what you want is to return the item you have (if you are eligible to do so), and once the return is accepted, make a separate purchase for the new item.