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Refund and Returns Policy

At Gold Hold UK, we believe in providing not just exceptional products but also a seamless, stress-free customer experience. Whether you’re purchasing the latest iPhone, a MacBook for work, or gifting someone a premium Apple Watch, our promise is to support you before, during, and after your purchase. This Refund & Return Policy serves as a comprehensive guide for all customers who may need to return, exchange, or seek a refund for their purchases.

This policy covers purchases made through our official website, https://www.goldholduk.co.uk, and applies to all Apple products and accessories, including iPhones, iPads, MacBooks, Apple Watches, AirPods, and other tech items sold by Gold Hold UK.

1. Overview: Understanding Your Return Rights

Our returns and refunds framework is aligned with the Consumer Contracts Regulations 2013, Consumer Rights Act 2015, and the UK Distance Selling Regulations. We aim to:

  • Provide you with a 14-day cancellation window for online purchases
  • Offer hassle-free support for returns, exchanges, and refunds
  • Deliver fair resolutions for faulty, incorrect, or misdescribed items
  • Treat you with honesty, clarity, and respect throughout the process

Our team is here to ensure that your experience remains stress-free and fully compliant with UK law. This policy is part of our broader commitment to remain a trusted UK Apple store.

2. How to Start a Return or Refund Request

To initiate any return, refund, or product exchange, please reach out to our customer service team:

Email: info@goldholduk.com

Phone: +44 0208 594 3900 / 0208 594 8481

Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (excluding bank holidays)

Returns Address: Gold Hold UK, Unit 6 Pacific Wharf, Hertford Road, Barking, IG11 8BL, United Kingdom

When emailing or calling, please include:

  • Full name
  • Order number
  • Description of the issue or reason for return
  • Photos/videos if the item is faulty or damaged
  • Preferred resolution (refund, replacement, exchange)

Our support team typically responds within 24 hours (Monday to Friday).

3. 14-Day Change of Mind Returns

We offer a 14-day cooling-off period from the day you receive your order. If you’ve changed your mind, you may return your item for a full refund.

Conditions for Eligibility:

  • The product is unused and unopened
  • Original factory seals are intact
  • The return is initiated within 14 calendar days of delivery
  • The product is in resellable condition with all accessories and packaging

Examples of Eligible Returns:

  • Ordered the wrong model or colour
  • Received the item as a gift and prefer a different product
  • Changed your mind before opening the item

Non-Eligible Items:

  • Opened or used in-ear headphones (e.g., AirPods)
  • Customised or engraved Apple devices
  • Digital downloads, software keys, or e-vouchers
  • Items missing serial numbers, accessories, or retail packaging

Return postage costs for change-of-mind returns are the customer’s responsibility. We strongly recommend using tracked and insured delivery services.

4. Damaged, Faulty, or Misdescribed Items

We take great care in packaging and inspecting every order. However, in the unlikely event you receive a damaged, faulty, or incorrect item, we will resolve it swiftly and without additional cost to you.

What Counts as a Faulty or Incorrect Product?

  • Devices that don’t turn on or function correctly
  • Damaged in transit (e.g., cracked screen, broken seal)
  • Wrong colour, model, or storage capacity delivered
  • Missing accessories advertised on the product page

What You Need to Do:

  • Email us within 48 hours of receiving your item
  • Include photos or videos of the damage or issue
  • Describe the problem clearly and accurately

We will assess the issue and typically offer:

  • A full refund
  • A free replacement or exchange
  • Prepaid shipping label for return

In some cases, we may arrange the collection of the item depending on size/value.

5. Who Covers Return Postage?

  • You pay: If you’re returning due to change of mind, ordering error, or preference
  • We pay: If the item is faulty, damaged, misdelivered, or not as described

Where we are responsible, we provide a Royal Mail Tracked label or courier collection. Reimbursements for customer-paid returns (in eligible cases) are processed upon receiving a valid receipt.

6. Easy Returns: Step-by-Step Process

Step 1: Contact Us

Reach out via email or phone with your request. Attach photos/videos for faster resolution.

Step 2: Receive Return Authorisation

Our support team will issue you a Return Authorisation Number (RAN) and share the shipping label or instructions.

Step 3: Repack the Item Safely

  • Use original packaging if possible
  • Include all accessories, manuals, cables, etc.
  • Clearly mark the RAN on the parcel

Step 4: Post or Schedule Pickup

Drop off the parcel at your local courier or post office. If we have arranged pickup, follow courier instructions.

Step 5: Inspection & Resolution

Our warehouse will inspect the item and issue a refund, exchange, or store credit accordingly. You will be notified via email.

7. Refund Processing Timelines

Once your item arrives and passes inspection:

  • Refunds are processed within 5 to 7 working days
  • You will receive a confirmation email
  • Refunds are returned to the original payment method

Bank processing times vary and may take an additional 2–5 business days depending on your provider.

8. Exchanges & Product Swaps

Want to switch to a different model or colour? We’re happy to help:

  • Exchanges are possible within 14 days of receipt
  • Item must be in unused, original condition
  • Any price difference must be paid before dispatch
  • Exchange item will be shipped once original is returned and inspected

Please email us in advance to check product availability.

9. Items That Cannot Be Returned

Due to hygiene, digital rights, and product nature, certain items are non-returnable unless defective:

  • Opened or worn in-ear headphones (e.g., AirPods)
  • Software downloads, product keys, and licences
  • Gift cards, store credit, or promotional vouchers
  • Personalised or custom-configured devices

If unsure about your item’s eligibility, contact our team before opening or activating the product.

10. Delays or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account and email confirmation
  2. Contact your payment provider to confirm receipt
  3. If no refund has posted after 10 business days, contact us

We will investigate the transaction and resolve the issue promptly.

11. Returns from Business Accounts

For business customers, the following terms apply:

  • All return requests must be submitted within 7 calendar days
  • Returns are accepted only if items are unused and unopened
  • A restocking fee of up to 15% may apply for non-faulty returns
  • Gold Hold UK reserves the right to decline business refunds for opened or activated devices

We recommend businesses inspect deliveries immediately and report any issues on the day of receipt.

12. Your Responsibility for Returned Goods

Until the returned item reaches our warehouse:

  • You remain responsible for its safety and condition
  • Use strong packaging to protect the product
  • Include tracking and keep your receipt
  • Do not write directly on retail packaging

Gold Hold UK is not liable for returns lost or damaged in transit due to improper packaging or untracked postage.

13. When We Issue Partial Refunds

In some scenarios, we may deduct a portion from your refund:

  • Item returned with missing or damaged parts
  • Packaging opened or damaged without valid reason
  • Product used or shows signs of tampering

We will notify you via email of any deductions and provide reasoning.

14. Refused Deliveries and Missed Parcels

If you refuse delivery or fail to collect your parcel:

  • It will be returned to us by the courier
  • Original shipping fees and return-to-sender charges will be deducted from your refund

Always contact us if there’s an issue receiving the parcel to avoid unnecessary deductions.

15. Dispute Handling & Complaints

If you are not satisfied with the outcome of your return:

  • Please escalate the matter to a senior agent via info@goldholduk.com
  • Include your order number and a detailed explanation of your concern

If the issue remains unresolved, you may seek assistance from:

Our mission is to resolve all issues fairly, promptly, and professionally.

16. Policy Revisions & Updates

We may modify this Refund & Return Policy without prior notice to reflect:

  • Changes in UK law or regulations
  • Updates to courier partnerships or internal workflows
  • New product categories or return logistics

The latest version will always be published on our website. Please check this page periodically.

17. Conclusion & Customer Support

At Gold Hold UK, we take your trust seriously. Whether you’re purchasing for personal or business use, our returns policy is designed to be fair, transparent, and user-friendly. We want your experience with us to reflect the same premium quality we deliver through our Apple products.

If you need help or further clarification at any stage of your return journey, we are just a message or phone call away.

Gold Hold UK – Customer Care Department

Email: info@goldholduk.com

Phone: +44 0208 594 3900 / 0208 594 8481

Office Address: Unit 6 Pacific Wharf, Hertford Road, Barking, IG11 8BL, United Kingdom

Thank you for choosing Gold Hold UK. Premium Apple Gadgets. Customer-First Service. Always.