Refund policy
Refund Policy
Last Updated: 1.07.26
At Goldentag, customer satisfaction is important to us. This Refund Policy explains the circumstances under which refunds, returns, replacements, and exchanges may be available.
This Refund Policy forms part of our Terms of Service and should be read together with our Cancellation & Subscription Termination Policy, Privacy Policy and Shipping & Delivery Policy.
1. General Policy
Customers may be eligible for a refund, replacement, or exchange only in accordance with this Refund Policy and applicable consumer protection laws. Nothing in this Refund Policy limits any mandatory rights available to consumers under applicable law.
2. Product Quality and Natural Variations
Olive oil is a natural agricultural product.
Natural variations may occur between harvests, production batches, and seasons, including variations in:
- Color;
- Aroma;
- Flavor profile;
- Texture;
- Sediment;
- Appearance;
- Packaging details.
Such natural variations do not constitute defects and are not grounds for a refund, replacement, or return.
Dissatisfaction based solely on personal taste preferences, aroma preferences, texture preferences, or subjective expectations does not constitute a product defect.
3. Return Eligibility
Except where mandatory consumer protection laws provide otherwise, products may by eligible for return only if:
- The return request is submitted within fourteen (14) days of delivery;
- The product remains unopened and sealed;
- The product is in substantially the same condition as delivered;
- Proof of purchase is provided.
Goldentag reserves the right to refuse returns that do not meet these conditions, except where prohibited by law. Nothing in this section limits any statutory right of withdrawal or other mandatory consumer rights under applicable law.
4. Non-Returnable Products
Unless required by applicable law, the following products are not eligible for return, refund, or exchange:
- Products that have been opened, consumed, damaged, altered, or used after delivery;
- Perishable goods;
- Personalized or custom-made products;
- Products manufactured or customized according to customer specifications;
- Gift cards;
- Promotional products marked as non-refundable;
- Products sold as final sale;
- Digital products or downloadable content after access or delivery;
- Subscription charges already incurred in accordance with the Cancellation & Subscription Termination Policy.
For health, safety, quality-control, and hygiene reasons, food products, beverages, consumable goods, dietary supplements, and similar products may not be returned once delivered, except where required by applicable law or where the product is defective.
5. Damaged, Defective, or Incorrect Products
Customers must inspect their order promptly upon delivery.
If a product arrives damaged, defective, incorrect, or incomplete, customers must notify Goldentag within seven (7) days of delivery (or within any longer mandatory period required under applicable local consumer laws).
Claims should include:
- Order number;
- Description of the issue;
- Photographs pf the product;
- Photographs of the packaging;
- Photographs of any shipping damage.
Goldentag reserves the right to request additional information or evidence before approving a claim.
Where a claim is verified, Goldentag may, at its discretion :
- Replace the product;
- Exchange the product;
- Issue a partial refund;
- Issue a full refund.
Goldentag reserves the right to request the return of the affected product before issuing a refund or replacement.
6. EU, UK and Swiss Consumer Right of Withdrawal
If you are a consumer residing in the European Union or the United Kingdom, you may have a statutory right to withdraw from certain distance purchase contracts within fourteen (14) days of receiving your order without providing a reason. For customers residing in Switzerland, any statutory rights regarding product warranties and defects under the Swiss Code of Obligations shall apply alongside this Policy.
To exercise this right, you must clearly notify Goldentag of your decision before the withdrawal period expires.
After notifying Goldentag, returned products must be sent back without undue delay and no later than fourteen (14) days after communicating your withdrawal decision.
Where required by applicable law, Goldentag will reimburse:
- The purchase price of the returned goods;
- Standard outbound delivery charges.
Additional charges resulting from premium, expedited, or non-standard delivery options selected by the customer may not be reimbursed where permitted by law.
Customers may be responsible for return shipping costs where permitted by law.
Consumers may inspect and handle goods only to the extent necessary to establish their nature, characteristics, and functioning.
Goldentag may reduce a refund where the value of goods has been diminished through handling beyond what is reasonably necessary for such inspection, to the extent permitted by law.
The statutory right of withdrawal may not apply to products exempt under applicable law, including sealed food products that are not suitable for return for health protection or hygiene reasons once unsealed after delivery.
7. Return Procedure
To request a return, refund, replacement, or exchange, please contact:
Email: info@goldentag.com
Please include:
- Full name;
- Order number;
- Product information;
- Description of the issue;
- Supporting evidence where applicable.
Returns sent without prior authorization may be refused where permitted by law.
8. Refund Processing
Once a return has been received and inspected, Goldentag will notify the customer of the outcome.
Approved refunds will be issued to the original payment method used for the purchase whenever possible.
Refund processing times may vary depending on payment providers, financial institutions, and card issuers.
Goldentag is not responsible for delays caused by third-party payment providers.
9. Shipping Costs
Except where required by applicable law:
- Original shipping charges are non-refundable;
- Return shipping costs are the responsibility of the customer;
- Expedited shipping fees are non-refundable.
Where a return results from Goldentag’s error, a verified defect, or an incorrect shipment, reasonable return shipping costs may be reimbursed.
10. Storage and Handling
Olive oil is sensitive to environmental conditions.
Goldentag shall not be responsible for changes in product quality resulting from:
- Improper storage;
- Excessive heat;
- Direct sunlight;
- Freezing temperatures;
- Moisture exposure;
- Mishandling after delivery;
- Other conditions beyond Goldentag's reasonable control
- Natural changes due to climate during transit (including temporary cloudiness, thickening, or solidification of the olive oil when exposed to cold winter temperatures). This is a normal physical reaction and does not affect the safety or quality of the product; the oil will return to its normal state once left at room temperature;
- Other conditions beyond Goldentag's reasonable control.
11. Subscription Products
Subscription cancellations and recurring billing are governed by our Cancellation & Subscription Termination Policy.
Cancellation of a subscription prevents future recurring charges only.
Amounts already charged for completed subscription periods, shipped products, fulfilled orders, or services already provided are generally non-refundable except where required by law.
12. Fraud Prevention and Abuse
Goldentag reserves the right to refuse refund requests, returns, exchanges, replacements, or store credits where there is reasonable evidence of:
- Fraud;
- Abuse of return policies;
- False claims;
- Intentional product damage;
- Excessive return activity;
- Chargeback abuse.
Goldentag may require additional verification before processing the request.
13. Chargebacks
Customers are encouraged to contact Goldentag before initiating a chargeback or payment dispute.
Where a chargeback is initiated, Goldentag reserves the right to provide transaction records, delivery confirmations, communications, fraud-prevention data, and other relevant evidence to payment processors, banks, card networks, and legal authorities.
Abusive or repeated chargebacks may result in account suspension, cancellation of subscriptions, refusal of future orders, and other actions permitted by law.
14. Limitation of Liability
To the fullest extent permitted by law, refunds shall be limited to the purchase price actually paid for the affected product.
Goldentag shall not be responsible for indirect, consequential, incidental, or special damages arising from product returns, refunds, or exchanges.
Nothing in this Policy excludes rights that cannot be excluded under applicable law.
15. Changes to This Policy
Goldentag reserves the right to update or modify this Refund Policy at any time.
Any changes become effective upon posting the updated version on the website unless otherwise required by law.
16. Contact Information
For refund requests or questions regarding this Refund Policy:
Email: info@goldentag.com
Address: 59, Archiepiskopou Makariou III, Larnaca, 6017, Cyprus