This policy forms part of the sale contract between you and Goldy Store and applies to every order unless the product page states otherwise. It is written in deliberately plain language, because you should know your rights before you buy, not after a dispute.
1. Shipping
We ship across the announced service area. Delivery is charged at the rate of the shipping method you choose, shown in the basket before payment. The minimum order value is zero.
- Preparation time starts when payment is confirmed, not when the order is created.
- Orders placed after Sat – Thu: 09:00 AM – 06:00 PM · Fri: closed are prepared on the next working day.
- Delivery estimates depend on the carrier, the weather and public holidays, and are shown when you select your address.
- An incomplete address or an unanswered phone is the single largest cause of delay, and a second delivery attempt may carry an additional carrier charge.
Collection from the shop is available at no charge. We notify you when the order is ready and hold it for a reasonable period, contacting you before anything returns to stock.
2. Checking on delivery
Inspect the outside of the parcel before signing. If it appears opened, wet or crushed, note it with the driver and photograph it before opening. Then check the contents within two days and tell us at once about any shortage or breakage. Reports made within that window are resolved entirely at our cost.
3. Returns
You may return an item within fourteen days of delivery, unless the product page states otherwise, provided that:
- the item is in original condition, unused, unwashed and uninstalled;
- the original packaging, accessories and tags are complete and undamaged; and
- you can evidence the purchase with an order number or invoice.
Items we cannot accept back: bespoke or made-to-order goods; personal care and hygiene products once the seal is broken; perishable goods; clearance items where the product page says so explicitly; and anything showing clear signs of use.
Return postage is payable by the buyer where the reason is a change of mind or an error in choice, and is fully covered by us where the item was misdescribed, defective, or damaged on arrival.
4. Exchanges
An exchange is usually quicker than a refund, and we recommend it when the issue is size or colour. The same conditions apply, and fulfilment depends on the replacement variant being in stock. If the replacement costs more you pay the difference; if it costs less we refund the difference by your original payment method.
5. How the process runs
- Message us on +966501234500 or info@goldysoftactive.com with the order number, the reason and a clear photograph.
- We reply within one working day with a written decision and the return route: hand delivery to 3745 King Abdulaziz Rd, Al Wurud Dist., Riyadh 12345 or collection by carrier.
- We inspect the item promptly on arrival and tell you the outcome.
- Refunds are issued to the original payment method. Banks and payment gateways may take additional days to display the credit, which is outside our control.
6. Transit damage and wrong items
If an item arrives broken or is not what you ordered, you need prove nothing beyond a photograph of the box and contents and a report within two days. We replace it or refund it in full including delivery, and we chase the carrier, not you.
7. Cancelling an order
You may cancel free of charge while the order is still under review. Once it moves to being prepared it may already be packed or handed to the carrier, at which point cancellation becomes an ordinary return under the conditions above. For any question, call 009004.