Refund policy

Returns, refunds and exchanges

We want you to love your Golden Fleece bedding. If something isn't right, here's how we'll put it right. This policy doesn't affect your statutory rights as a consumer.

Changed your mind? 30-day returns

You can return any item within 30 days of delivery for a refund or exchange, as long as:

• it's unused and unwashed, and in the same condition you received it;
• it's in its original packaging. For hygiene reasons, bedding, pillowcases, socks and clothing can only be accepted for a change-of-mind return if the protective packaging is unopened and the seal is unbroken;
• you include your order number or proof of purchase.

Please email returns@goldenfleece.online before you send anything back, so we can give you a returns reference and check the item qualifies. For change-of-mind returns you're responsible for the cost of return postage, and original delivery costs for free-delivery orders aren't charged. For items worth over £75 we recommend a tracked and insured service, as we can't be responsible for returns that don't reach us.

Your legal cancellation rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving it, and then a further 14 days to return the goods. This doesn't apply to sealed goods that aren't suitable for return for hygiene reasons once they've been unsealed after delivery. Our 30-day returns window above is in addition to, and doesn't reduce, these rights.

Faulty, damaged or incorrect items

If your item is faulty, damaged in transit, or not what you ordered, please contact returns@goldenfleece.online within 48 hours of delivery if you can, with your order number, a short video and clear photos of the item, the packaging and the delivery label. We'll arrange a replacement, repair or refund, and we'll cover the cost of return postage. Under the Consumer Rights Act 2015 you're entitled to a full refund for faulty goods within 30 days of delivery, and after that you can still ask for a repair or replacement.

Please don't use or wash an item you believe to be faulty, and keep all packaging until we've resolved it.

Refunds

Once your return arrives, we'll inspect it and email you to confirm whether your refund is approved. Approved refunds are made to your original payment method within 14 days of us receiving the item. Your bank or card provider may take a few extra working days to show the refund in your account.

We may reduce a refund if a returned item shows signs of use, washing or damage that wasn't caused by us, or is returned without its original packaging.

Late or missing refunds

If you haven't received your refund yet, please check your bank account again, then contact your card provider or bank, as processing times vary. If you still haven't received it, email returns@goldenfleece.online.

Exchanges

If you'd like a different size or colour, email returns@goldenfleece.online. We'll reserve the item for you where possible, and send it out as soon as your return arrives.

Gifts

If the item was marked as a gift when purchased and sent directly to you, you'll receive a gift credit for the value of your return. If it wasn't marked as a gift, the refund will go to the person who placed the order.

Items that can't be returned

• Gift cards.
• Bedding, pillowcases, socks and clothing that have been unsealed, used or washed (unless faulty).

Trade and wholesale orders

Returns for trade and wholesale orders are handled under your trade agreement. Please contact trade@goldenfleece.online.

Where to send returns

Once you have your returns reference, send your item to:
Golden Fleece Returns, Unit 4, Roddy's Retreat, Pier Road, Pembroke Dock, Pembrokeshire, Wales, SA72 6TR, United Kingdom

Questions? Email returns@goldenfleece.online or call 07584 300405.