Refund policy

Refund Policy

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Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

ACCEPTABLE RETURN/REFUND REASONS

Your return can only be approved based on the following reasons:

Reasons	Description
Objective reasons	Damaged	The product is damaged in delivery
	Defective	The product does not function as described in its manufacturer specification
	Incorrect/wrong item	Not the product the customer ordered (e.g. wrong size or wrong color)
	Missing items/parts	Missing items/parts as indicated in the packaging
	Does not fit*	Receives the size that was ordered but it does not fit*
	Website error	The product does not match website specifications, description, or image (this issue is attributable to a website error/misinformation)

Process for returning an item:

Make sure it meets the criteria for a valid return.
Send us a message at support@golonzo.com indicating the intent to return the item. Please include the following in the email:
1. Photo of the item
2. Tags and labels attached

We will send a response to assist you in processing the return of the purchased item.

RETURNS AFTER 30 DAYS

Your item may not be returned after 30 calendar days based on the 30-DAY EXCHANGE OR REFUND GUARANTEE

TIME FRAME FOR THE QUALITY EVALUATION PROCESS

After we receive your package at our warehouse, the quality evaluation process will be completed within 48 to 72 hours but may be extended. Please be informed that for certain products, this process may take more time.

TIME FRAME TO RECEIVE YOUR REPLACEMENT/REFUND

Replacement option: once the item has undergone the quality evaluation process, expect to receive the item within 2-4 weeks from the date we receive the tracking information of the returned item.

Refund option: customers who have requested for refund can expect to receive it within the following time frames:

Payment Method (at the time of purchase)	Refund Option	Refund Lead Time (to see the amount on your bank statement)
Credit card / Debit Card	Credit / Debit Reversal
Paypal	Paypal reversal (if Paypal balance)	5-7 business days
	Credit reversal ( if Paypal is linked to a credit card)	5 to 15 banking days Note: The amount may be reflected in your next billing cycle
	Debit reversal ( if Paypal is linked to a debit card)	5 to 45 banking days(Depending on your issuing bank) Note: The amount may be reflected in your next billing cycle

Are there any additional fees I need to pay?

At Golonzo, fees reflected on check out are the only fees that would be collected upon placing your order. However, for items that would be sent across borders, your country may charge you with duty or taxes fees. Do check your government’s policy on the items bought from abroad before placing the order.

*Please be guided that Golonzo will not be held liable to any loss of items from the mailbox after the shipment has been declared delivered. *

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@golonzo.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@golonzo.com

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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