Returns Policy

1. Overview of the Policy

Golden Bay operates a returns policy based on evidenced fault with the products supplied. This includes but is not limited to damaged products, product of inferior quality or other problems which can be attributed to the product prior to shipping. Golden Bay accepts no responsibility for damage to products after or during shipping. In the event a customer wishes to return products, they must supply a detailed photographic record of the requisite products along with a written explanation as to quantities and the faults identified. Should Golden Bay accept the client position in relation to the returns request, it will endeavor to replace the products or provide a suitable monetary refund.

2. Refund Information

For a product to be re-produced, in substitution of an agreed return product, it will take a minimum of 30 days production. Air or sea transport times will be in addition to the production schedule. Golden Bay will pay for the costs of both production and transport in the case of an agreed product return.

3. Timeline for Refunds

Customers must inform Golden Bay of a potential product fault and/or request for a product return within 48-hours of the product arrival at their place of business. Thereafter Golden Bay will undertake to review any information supplied by the customer, relating to the return request, and respond within 5-working days. Depending on the scale of the returns request, a customer should expect a one-to-two week timeline to settle outstanding matters.

4. Condition of Returned Items

Golden Bay does not accept the physical return of items. In the event a return event is agreed with the customer, Golden Bay will seek to either provide like-for-like replacement items, a credit against future orders or a monetary refund.

5. Contact Information

Returns requests should be sent via email in the first instance to: info@gbinc.cn