Refund policy

Last updated: 12 October 2026

This policy explains when you can cancel an order, return an item or get a refund, what it costs you and what to do. It is part of our Terms of Service. Nothing in it limits the rights you have under the mandatory consumer law of the country where you live.

Golden Moon Global Trading Limited, Room 701, Unit 108, 7/F, Tower B, New Mandarin Plaza, 14 Science Museum Road, Tsim Sha Tsui, Hong Kong. Email: support@goldenmoon.company. Phone: +852 6218 0599.

1. Before your order ships: free cancellation

You can cancel your order free of charge until it is handed to the carrier. Email support@goldenmoon.company with your order number, or use the cancellation option in your customer account if it is shown. We confirm the cancellation and refund the full amount, including shipping, within 5 business days.

2. Damaged, defective or wrong items: all countries

If your item arrives damaged, does not work, or is not what you ordered:

  1. Tell us within 7 days of delivery at support@goldenmoon.company. Include your order number, photos or a short video of the item, and a photo of the outer packaging and the shipping label.
  2. Keep the item and all packaging until we reply. We decide on your claim within 2 business days.
  3. We will send a replacement or give you a full refund, including the shipping you paid. The choice is yours. If we need the item back, we give you a prepaid return label or refund your return postage. You pay nothing. A refund is sent within 5 business days of our decision.

If you notice a defect after 7 days, contact us anyway: your statutory rights for faulty goods still apply.

3. Changing your mind: 14 days in every country we deliver to

You can return an item for any reason within 14 days of receiving it, in every country we deliver to. In the European Union and Georgia this is your statutory right of withdrawal (3.1); in the other countries it is our return policy (3.2).

3.1. European Union (Belgium, Denmark, Germany, Ireland, the Netherlands, Spain) and Georgia: 14-day right of withdrawal

You have the right to withdraw from your contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a person you name other than the carrier, take physical possession of the goods. If you order several items delivered separately, the period runs from the day you receive the last item.

How to withdraw. Inform us of your decision before the period expires, by a clear statement:

  • by email to support@goldenmoon.company;
  • by post to the address above;
  • with the "withdraw from contract" option in your customer account, where available;
  • by using the model withdrawal form at the end of this policy (not obligatory).

We will confirm receipt without delay by email.

Returning the goods. Send the goods back to the return address we give you in our confirmation email, without undue delay and in any event within 14 days of the day you told us about your withdrawal. You meet the deadline if you send the goods back before the 14 days have expired.

Cost of returning. You bear the direct cost of returning the goods. Our return address is in Hong Kong or mainland China. International postal return of a small parcel usually costs USD 15–60, depending on size, weight and the postal service you choose. Use a tracked service.

Refund. We reimburse all payments received from you, including the delivery charge up to the price of our least expensive delivery option, without undue delay and no later than 14 days after we are informed of your withdrawal. If you chose a more expensive delivery option, the difference is not refunded. We may withhold the refund until we have received the goods back, or you have supplied evidence of having sent them back, whichever is earliest. We refund to the original means of payment; you will not be charged any fee for the refund.

Condition of goods. You are only liable for any loss in value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods, the way you could examine them in a shop.

Exceptions. The right of withdrawal does not apply to goods that are sealed for health protection or hygiene reasons and were unsealed after delivery, for example in-ear earphones with the hygienic seal removed or opened pet food. It also does not apply to goods made to your specifications or clearly personalised.

3.2. All other countries: our 14-day return policy

Australia, Bahrain, Canada, Kazakhstan, Kuwait, Qatar, Saudi Arabia, Singapore, South Korea, the United Arab Emirates and the United States.

  • How to return. Email support@goldenmoon.company within 14 days of delivery with your order number. We reply within 2 business days with the return address.
  • Condition. The item must be unused, with its labels, packaging and all accessories. If it has been opened or shows signs of use, we may deduct up to 20% of its price; if you damaged it, up to 50%, or we may refuse the return.
  • Cost of returning. You pay the return postage: usually USD 15–60 for a small parcel, depending on size, weight and the postal service. Use a tracked service and write "Returned goods" and your order number on the customs declaration.
  • Refund. We refund the price of the item within 5 business days of receiving it back, to the original means of payment. The original shipping charge and any import duties and taxes are not refunded.
  • Exceptions. As in 3.1: goods sealed for health protection or hygiene reasons and unsealed after delivery, and goods made to your specifications or clearly personalised.
  • South Korea and Saudi Arabia. The law gives you a right to withdraw within at least 7 days (Act on Consumer Protection in Electronic Commerce; E-Commerce Law of Saudi Arabia). Our 14 days include that period, and where the law gives you a better right, the law applies. In South Korea we refund within 3 business days of receiving the returned goods.
  • Australia. Guarantees under the Australian Consumer Law cannot be excluded: for a major failure you are entitled to a refund or replacement whenever it appears.

4. Exchanges

You can exchange an item for another size, colour or a similar product within 14 days of delivery. Email support@goldenmoon.company with your order number and the item you want; we confirm availability and send instructions. When we receive the returned item, we ship the new one within 3 business days. If the new item costs more, you pay the difference; if it costs less, we refund the difference. For an exchange you choose, you pay the return postage, the new shipping and any import duties on the new parcel. For a damaged, defective or wrong item we cover everything (section 2).

5. Customs and refused parcels

Import duties and taxes are your responsibility (see our Shipping Policy). If you refuse a parcel or do not collect it, or it comes back to us because of a wrong address or a failed delivery, we contact you. If the parcel comes back to us, you choose: we ship it again (you pay the new shipping charge), or we refund the price of the goods. If it is destroyed, we refund the price of the goods. We send the refund within 5 business days after the parcel reaches us or is destroyed, minus any return or destruction charges we incur. The original shipping charge is not refunded, unless the law of your country gives you a better right.

6. How long refunds take

Once we approve a refund, we send it within the time stated above. Your bank or card issuer may need 5–10 business days to show it on your statement. If you have not received a refund after that, contact your bank first, then us.

7. Contact

Questions about a return or refund: support@goldenmoon.company, phone +852 6218 0599 (Monday to Friday, 10:00–19:00 Hong Kong time).

Model withdrawal form (EU and Georgia)

Complete and return this form only if you wish to withdraw from the contract.

To: Golden Moon Global Trading Limited, Room 701, Unit 108, 7/F, Tower B, New Mandarin Plaza, 14 Science Museum Road, Tsim Sha Tsui, Hong Kong, support@goldenmoon.company

  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):
  • Ordered on (*) / received on (*):
  • Order number:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is notified on paper):
  • Date:

(*) Delete as appropriate.