Return Policy
Return Policy
At Goldship, customer satisfaction is a top priority. We work with trusted vendors and delivery partners to ensure that every order arrives as expected. However, if a product does not meet your expectations, arrives damaged, or is different from what was ordered, our return policy is designed to make the process straightforward and fair.
1. Return Eligibility
You may request a return or exchange if:
The item delivered is damaged, defective, or not functioning properly.
You received the wrong product, size, color, or quantity.
The product is significantly different from its description on the website.
The item is missing parts or accessories.
The product was delivered in a compromised condition.
To qualify for a return, the item must:
Be returned within the applicable return window.
Be unused and in its original condition, unless the defect was present upon delivery.
Include original packaging, tags, manuals, and accessories.
Be accompanied by proof of purchase or order confirmation.
2. Return Window
Most eligible items may be returned within 7 days of delivery.
Certain categories may offer different return periods depending on the product type and vendor policy. Any category-specific return terms will be clearly indicated on the product page.
3. Non-Returnable Items
The following items are generally not eligible for return unless they are defective or incorrectly supplied:
Perishable goods such as fresh food and flowers.
Personal care items that have been opened or used.
Underwear, swimwear, and certain intimate apparel.
Customized or personalized products.
Digital products, downloadable software, and gift cards.
Items marked as “Final Sale” or “Non-Returnable.”
Products damaged due to misuse or improper handling after delivery.
4. How to Request a Return
To initiate a return:
Log in to your Goldship account.
Go to My Orders.
Select the item you wish to return.
Click Request Return.
Choose the reason for return and upload supporting photos if necessary.
Submit your request.
Alternatively, you may contact our support team for assistance.
5. Return Review and Approval
Once your request is submitted, Goldship and/or the vendor will review the claim. You may be contacted for additional information.
If approved:
A pickup will be arranged, or
You will receive instructions on how and where to send the item.
If declined:
You will receive an explanation outlining the reason for the decision.
6. Refund Options
Approved returns may be refunded through one of the following methods:
Reversal to the original payment method.
M-Pesa refund.
Goldship wallet credit.
Product exchange, where applicable.
Refunds are typically processed within 3 to 10 business days after the returned item has been received and inspected.
7. Exchange Policy
If you receive a defective, damaged, or incorrect item, you may request a replacement or exchange subject to stock availability.
If the requested replacement is unavailable, a full refund or store credit may be offered.
8. Return Shipping Costs
If the return is due to a Goldship or vendor error (wrong, defective, or damaged item), return shipping costs will be covered by Goldship.
If the return is due to a change of mind, return shipping costs may be deducted from the refund amount, where permitted.
9. Order Cancellation
Orders may be canceled before they are processed or dispatched.
Once an order has been shipped, cancellation may no longer be possible, but you may still request a return after delivery if the item qualifies.
10. Damaged or Missing Items
If your order arrives damaged or incomplete, please report the issue within 48 hours of delivery and provide supporting photos where possible.
11. Vendor-Specific Policies
Some vendors may offer extended return periods or category-specific conditions. Where applicable, these additional terms will be displayed on the relevant product pages.
12. Abuse Prevention
Goldship reserves the right to decline return requests or suspend accounts where return privileges are misused or fraudulent activity is suspected.
13. Need Assistance?
If you have any questions regarding returns, refunds, or exchanges, our support team is here to help.
Contact Us
Email: support@Goldship.co.ke
Phone: +254702 548 914
Address: Goldship Business Centre, 6th Floor, Cannon Towers, Moi Avenue, Mombasa CBD, Kenya
At Goldship, we are committed to building trust through transparent policies and reliable customer service. Shop with confidence knowing that we stand behind every eligible purchase.
