Refund policy
🇬🇧 ENGLISH
Right of Withdrawal (EU Customers)
If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To exercise your right of withdrawal, contact us: Goldener Wahl — Basel Shams Eddin, Salizestrasse 10, 65203 Wiesbaden, Germany E-mail: support@goldenerwahl.com Phone: +49 163 9529388
We will refund all payments including standard delivery costs within 14 days of receiving your withdrawal notice, using the same payment method as your original purchase.
Exceptions — the right of withdrawal does not apply to:
- Customized or personalized products
- Sealed goods opened for hygiene reasons
- Digital products once download has begun
Return shipping costs are at the customer's expense unless the item is defective or incorrectly sent.
Return Policy
At Goldener Wahl, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
It is not possible to receive a refund if the item has not arrived yet. You have to wait until the package arrives and then apply for a return and refund.
To start a return, contact us at support@goldenerwahl.com or chat online.
Exceptions / Non-Returnable Items
- Customized products where production has begun — no refund or return without quality issues
- Products intentionally damaged by the customer
Damaged or Defective Products
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right. Please report any damaged or defective items within 14 days of receipt, with a photo and/or video as proof. After 14 days, we reserve the right to offer only a partial refund or decline the claim.
Return Shipping Costs
Return shipping costs are charged at 10% of the product value and are the responsibility of the customer.
Order Cancellation
Orders can be cancelled if they have not been shipped. Once a tracking number has been assigned, cancellation is no longer possible. A 5% administration fee will be applied to cover processing costs.
Refunds
We will notify you once we've received and inspected your return. If approved, you'll be automatically refunded to your original payment method. Please allow some time for your bank or credit card company to process the refund.
Additional Information
- We cannot be held responsible for lost orders due to an incorrect customer address. Compensation will not be provided.
- If a parcel shows successful delivery but the customer claims non-receipt and refuses to request supporting documents from the post office, we cannot provide compensation.
- We do not provide compensation if the customer has deliberately damaged the watch.
For any questions, contact us at: support@goldenerwahl.com
Thank you for visiting Goldener Wahl!