Returns and Refunds

Returns, Cancellations and Refunds

This policy explains how to cancel an order, how to return an item, who pays for return shipping, and how and when you get your money back. It applies to every order placed on Golden Vitaminus (goldenvitaminus.com).

Who you are buying from

The seller of every product on this website is TEST Golden Vitaminus Ltd, trading as Golden Vitaminus, business address 1 Test Street, Unit 2, London, Greater London, E1 6AN, United Kingdom. We are the merchant you contract with. Payments are processed for us by a third-party payment service provider, but all returns, refunds and customer service obligations are ours and are handled by us directly.

Send all return and refund requests to support@goldenvitaminus.com or start a request at /pages/contact.

Where and when we show you this policy

This policy is linked next to every product and is displayed to you in checkout before you are asked for any billing or payment information. You may also request a written copy of this policy at any time, free of charge, by emailing support@goldenvitaminus.com; we will send it to you in writing.

Part A — Cancelling an order before it ships

You may cancel any order at no cost at any time before the item has been handed to the carrier. Email support@goldenvitaminus.com with your order number. We provide this cancellation route at our own expense — you will never be charged a fee, a call cost or a shipping cost to cancel an unshipped order.

If we cannot ship on time

If we cannot hand your order to the carrier within the shipping time stated on the product page and in our Shipping & Delivery Policy, we will contact you before that time expires, without you having to ask, and give you a clear choice: consent to the delay or cancel your order and receive a prompt refund. That notice will tell you a definite revised shipping date, or — if we genuinely cannot give one — will say so and tell you the reason for the delay.

• If the revised shipping date is 30 days or less after the original date: the notice will tell you that if you do not respond and do not cancel, you are treated as having consented to the delay. You can still cancel at any time before the item is handed to the carrier.
• If the revised shipping date is more than 30 days after the original date, or if we cannot give a revised date at all: your order will be automatically cancelled and refunded unless you affirmatively tell us within 30 days that you still want it. If you do consent to an indefinite delay, you keep the right to cancel at any moment before the item is handed to the carrier.

We will also cancel your order and refund you promptly, without you having to ask, if we decide not to ship it at all, if we miss a revised date and you have not agreed to a further delay, or if we failed to send you the delay notice described above and did not ship on time.

Part B — Returning an item after delivery

Yes, we accept returns. You may return an eligible item within 30 days of delivery.

Conditions

• The item must be unused, undamaged and in its original packaging, with all tags and accessories.
• You must be able to show proof of purchase — your order number or order confirmation email is enough. We can look your order up ourselves; we do not require a paper receipt.
• You must contact us before sending anything back, so that we can confirm the correct return address and give you a return reference. Items sent back without a return reference may not be traceable to your order.

Items we cannot accept back

• Items marked on the product page as "final sale", "as is" or "no returns". Where an item is sold on those terms, that is stated clearly on the product page before you buy.
• Personalised or custom-made items produced to your specification.
• Items that cannot be resold for hygiene or health reasons once unsealed, where the seal has been broken.

Where returns are sent — please read this before you buy

Our products are shipped directly from our supplier's warehouses in China, and returns go back to China. The return address is:

TEST Returns Centre, 1 Test Street, London E1 6AN, United Kingdom

International return shipping is slow and can be expensive relative to the value of the item. We tell you this up front so that you can factor it into your purchase.

Who pays for return shipping

For returns because you changed your mind, you pays the return shipping cost. Estimated cost of returning an item to our return address: approximately USD 12-25 depending on your location. This is an estimate only; the exact cost depends on the carrier you choose and the size and weight of the item.

If the item is faulty, damaged in transit, or is not what you ordered, we pay the return shipping cost — see Part C.

Restocking fee

A restocking fee of 15 of the item price is deducted from refunds for change-of-mind returns. This is the only deduction we make, it is stated here as a percentage so that you can calculate it before you buy, and it will appear as a separate line on your refund confirmation. No restocking fee is ever charged on cancelled orders, on faulty, damaged or incorrect items, or where we ask you not to return the item.

Returns we do not ask you to ship back

For low-value items — currently items under USD 15 — the cost of shipping the item back to China can exceed what the item is worth. In those cases we may refund you in full and ask you to keep, donate or dispose of the item. If we do that, we will tell you in writing and you will not be charged anything.

Part C — Damaged, defective or incorrect items

If your item arrives damaged, faulty, or is not the item you ordered, contact support@goldenvitaminus.com within 30 days of delivery with your order number and photographs of the item and packaging.

• We pay all return shipping costs in these cases, or arrange collection, or tell you that no return is needed.
• No restocking fee is deducted.
• You choose a replacement or a full refund, including the original delivery charge you paid.

How refunds are paid

• Refunds are always issued to the same payment method you used to pay. We cannot refund a card payment in cash, by cheque or to a different card.
• We do not charge any fee for issuing a refund. The only amount that may be deducted is the restocking fee stated above, and only for change-of-mind returns.
• Cancelled orders that never shipped: we send your refund within seven (7) working days of the cancellation.
• Returned items: we inspect and process your refund within 7 days of receiving the item back. Your bank or card issuer may then take a few additional days to show the credit on your statement.
• If for any reason we cannot refund you by your original payment method, we will contact you and issue the refund by another means within seven (7) working days of discovering that.

How to start a return

1. Email support@goldenvitaminus.com or use the form at /pages/contact, quoting your order number.
2. We reply with a return reference and the confirmed return address.
3. Ship the item back, or follow whatever alternative instruction we give you.
4. We confirm receipt and issue your refund as set out above.

Our contact form requires an order number. If you have a question before you buy, or you cannot find your order number, email us directly at support@goldenvitaminus.com — no order number is needed for that address.

Your other rights

Nothing in this policy limits any right you have under federal or state consumer protection law. Some states give you additional rights, and those rights apply in addition to this policy. If you believe we have not honoured this policy, contact support@goldenvitaminus.com and we will look into it.

Last updated: 2026-08-21