Policy

Who we are and how to contact us

[https://www.goldwin-global.com/uk/] is a site operated by Goldwin London Limited (We). We are registered in England and Wales under company number 16460981 and have our registered office at [C/O 3CS Corporate Solicitors Limited　60 Moorgate London EC2R 6EJ]. Our main trading address is [C/O 3CS Corporate Solicitors Limited　60 Moorgate London EC2R 6EJ ].
To contact us, please email [contact_uk@goldwin.global]

By using our site you accept these terms

By using our site, you confirm that you accept these terms of service and that you agree to comply with them.
If you do not agree to these terms, you must not use our site.
We recommend that you print a copy of these terms for future reference.

There are other terms that may apply to you

These terms of service refer to the following additional terms, which also apply to your use of our site:

• Our Privacy Policy [https://www.goldwin-global.com/uk/policy/privacy-policy/], which explains how we collect, use and store your personal data.

• Our Cookie Policy [https://www.goldwin-global.com/uk/policy/privacy-policy/#CookiePolicy], which sets out information about the cookies on our site.
  If you purchase goods or services from our site, our Terms and Conditions of Supply will apply to the sales.

We may make changes to these terms

We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time. These terms were most recently updated on 16th October 2025.

We may make changes to our site

We may update and change our site from time to time to reflect changes to our products, our users' needs and our business priorities.

We may suspend or withdraw our site

Our site is made available free of charge.
We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.
You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of service and other applicable terms of service, and that they comply with them.

We may transfer this agreement to someone else

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

Our site is only for users in the UK

Our site is directed to people residing in the United Kingdom. We do not represent that content available on or through our site is appropriate for use or available in other locations.

You must keep your account details safe

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of service. If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us a contact_uk@goldwin.global.

How you may use material on our site

We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged (except where the content is user-generated).
You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
If you print off, copy, download, share or repost any part of our site in breach of these terms of service, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made (except that you are permitted to print off a copy of these terms of service).

No text or data mining, or web scraping

You shall not conduct, facilitate, authorise or permit any text or data mining or web scraping in relation to our site or any services provided via, or in relation to, our site for any purpose, including the development, training, fine-tuning or validation of AI systems or models. This includes using (or permitting, authorising or attempting the use of):

• Any "robot", "bot", "spider", "scraper" or other automated device, program, tool, algorithm, code, process or methodology to access, obtain, copy, monitor or republish any portion of our site or any data, content, information or services accessed via the same.

• Any automated analytical technique aimed at analysing text and data in digital form to generate information or develop, train, fine-tune or validate AI systems or models which includes but is not limited to patterns, trends and correlations.

The provisions in this clause should be treated as an express reservation of our rights in this regard, including for the purposes of Article 4(3) of the Digital Copyright Directive ((EU) 2019/790).
This clause will not apply insofar as (but only to the extent that) we are unable to exclude or limit text or data mining or web scraping activity by contract under the laws which are applicable to us.
Our site, its content and any services provided in relation to the same are only targeted to, and intended for use by, individuals located in the United Kingdom (each, a Permitted Territory). By continuing to access, view or make use of our site [and any related content and services], you hereby warrant and represent to us that you are located in a Permitted Territory. If you are not located in a Permitted Territory, you must immediately discontinue use of our site and any related content and services.

Rules about linking to our site

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
You must not establish a link to our site in any website that is not owned by you.
Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.
We reserve the right to withdraw linking permission without notice.
If you wish to link to or make any use of content on our site other than that set out above, please contact [contact_uk@goldwin.global].

Do not rely on information on this site

The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.

We are not responsible for websites we link to

Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.
We have no control over the contents of those sites or resources.

We are not responsible for viruses

We do not guarantee that our site will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programs and platform to access our site. You should use your own virus protection software.

You must not introduce viruses

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful, or otherwise harmfully interacting with our site or any part of it. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site or any other equipment or network connected with our site. You must not interfere with, damage or disrupt any software used in the provision of our site or any equipment or network or software owned or used by any third party on which this site relies in any way. You must not attack our site via a denial-of-service attack or a distributed denial-of-service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

Our responsibility for loss or damage suffered by you

Whether you are a consumer or a business user:

• We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.

• Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any products to you, which will be set out in our Terms and Conditions of Supply.

If you are a business user:

• We exclude all implied conditions, warranties, representations or other terms that may apply to our site or any content on it.

• We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:

  • use of, or inability to use, our site; or

  • use of or reliance on any content displayed on our site.

  • In particular, we will not be liable for:

  • loss of profits, sales, business, or revenue;

  • business interruption;

  • loss of anticipated savings;

  • loss of business opportunity, goodwill or reputation; or

  • any indirect or consequential loss or damage.

If you are a consumer user:

• We only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

• If defective digital content that we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

How we may use your personal information

We will only use your personal information as set out in our [https://www.goldwin-global.com/uk/policy/privacy-policy/].

Which country's laws apply to a dispute

If you are a consumer, please note that these terms of service, their subject matter and their formation, are governed by English law. We both agree that the courts of England and Wales will have exclusive jurisdiction, except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.
If you are a business, these terms of service, their subject matter and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

Where to find information about us and our products

You can find everything you need to know about us, GOLDWIN LONDON LIMITED, and our products on our website before you order. We also confirm the key information to you in writing after you order, either by email, in your online account or on paper.

When you buy from us you are agreeing that:

• We only accept orders when we've checked them

• Sometimes we reject orders

• We charge you when you order

• We charge interest on late payments

• We pass on some increases in VAT

• We're not responsible for delays outside our control

• Products can vary slightly from their pictures

• You're responsible for making sure your measurements are accurate

• We charge you if you don't give us information we need or do preparatory work as agreed with us

• If you bought online, you have a legal right to change your mind plus extra rights under our guarantee

• You have rights if there is something wrong with your product

• We can change products and these terms

• We can end our contract with you

• We don't compensate you for all losses caused by us or our products

• We use your personal data as set out in our Privacy Notice

• You have several options for resolving disputes with us

• Other important terms apply to our contract

We only accept orders when we've checked them

We contact you to confirm we've received your order and then we contact you again to confirm we've accepted it.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside the our delivery areas, as stated on our website and in our marketing or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you order

However, for some products we take payment at regular intervals, as explained to you during the order process. You will own your product once we have received payment in full.

We pass on some increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us: [contact_uk@goldwin.global] to end the contract and receive a refund for any products you have paid for, but not received.

Products can vary slightly from their pictures

A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

You're responsible for making sure your measurements are accurate

If we're making or supplying the product to measurements you provide, you're responsible for making sure those measurements are correct. Find information and tips on how to measure on our website or contact us: [contact_uk@goldwin.global].

We charge you if you don't give us information we need or do preparatory work as agreed with us

We charge you additional sums if you don't give us information we've asked for about how we can access your property for delivery or installation or if you don't do preparatory work for installation, as agreed with us. For example, we might need to re-deliver on another vehicle or with extra manpower, or reschedule installation.

If you bought online, you have a legal right to change your mind plus extra rights under our guarantee

Your legal right to change your mind. For most of our products bought online, , you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can't change your mind. You can't change your mind about an order for:

• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;

• goods that are made to your specifications or are clearly personalised; and

• goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If the product is for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact us: [contact_uk@goldwin.global].

You have to return the product at your own cost. You have to return your product (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the product. You can:

• send the product back to us using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for products which can't be posted, see our Returns Process: [https://www.goldwin-global.com/uk/policy/#ReturnPolicy] or contact us [contact_uk@goldwin.global]

• We only refund standard delivery costs. For example, we don't refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

When and how we refund you. If you tell us you've changed your mind about a product that hasn't been dispatched or one that we're collecting from you, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must either bring it into one of our stores or contact us [contact_uk@goldwin.global]. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

We can change products and these terms

Changes we can always make. We can always change a product:

• to reflect changes in relevant laws and regulatory requirements These are changes that don't affect your use of the product; and

• to make minor technical adjustments and improvements. These are changes that don't affect your use of the product.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

• you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product; or

• you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect the product ("click and collect") but you don't do this within 30 days then (unless the product is made to your specifications or is clearly personalised) we treat your order as cancelled and refund the purchase price, see [If you bought online, you have a legal right to change your mind plus extra rights under our guarantee].

We don't compensate you for all losses caused by us or our products

We're not responsible for losses you suffer caused by us breaking this contract if the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.

• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

To the extent that you use a product for the purposes of your trade, business, craft or profession then, save in respect of any liability which cannot legally be limited, our total liability to you for all losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to what you paid for the product and all claims for loss of profit or indirect or consequential loss are wholly excluded.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: [https://www.goldwin-global.com/uk/policy/privacy-policy/].

You have several options for resolving disputes with us

Our complaints policy. Submit an e-mail to us [contact_uk@goldwin.global] and our team will do their best to resolve any problems you have with us or our products.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

You can only transfer your contract with us to someone else if we agree to this. We may not agree if the proposed transfer would result in an unreasonable additional burden or cost for us in performing the contract. However, you can transfer our guarantee (as explained in Our goodwill guarantee) to a new owner of the product. We can require the new owner to prove you transferred the product to them, for example by providing a letter or chain of letters from you and subsequent owners transferring the benefit of the guarantee to the new owner of the property in question.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

Apart from the statutory warranty rights; the legal right to change your mind indicated in our “Consumer goods terms and conditions”, which remain unaffected, the following return conditions apply to purchases via the Goldwin London Limited webshop:

Return/Exchange

No returns or exchanges will be accepted after 30 days from delivery.
Your return must be unused and in its original packaging to be accepted.
To complete your return/exchange, please access Return requests to receive return authorization. We will require proof of purchase.
Please do not return your items without first contacting Goldwin London Limited. A return without authorization may result in a delay or denial of refund.

Refund (if applicable)

Refunds will only be issued if the returned item complies with the above conditions. After processing, the amount will be transferred back to the original payment method within a few days after the refund. Contact your credit card company and/or bank if you do not see the refund more than 10 days after a refund notification email. Please note that it may take some time before the refund is officially posted.

Shipping

After the return authorization, send your product to:
Goldwin London Limited
c/o 48 Warwick Street London
W1B 5AW
United Kingdom
contact_uk@goldwin.global

This is an interim return location operated on behalf of Goldwin London Limited. Goldwin London Flagship Store will open in the near future, and we’ll update this policy accordingly.

Customer will be responsible for shipping costs for returns. And the initial shipping costs are non-refundable. We recommend using a trackable shipping service to guarantee that we will receive your returned item.

• Shipping is free for orders with a value of over £ 250.00. The shipping costs for orders under £ 250.00 will be shown to you at checkout. All shipping will be done via DHL, expected deliveries are 3-5 business days. Some rural addresses may take longer for delivery.

• We ship to the United Kingdom only, including England, Scotland, Wales, and Northern Ireland. Shipping to the Channel Islands, Isle of Man, and other overseas territories is excluded.

• Orders are shipped from Monday to Friday (except public holidays).

Goldwin London Limited is committed to providing all users with a comfortable and seamless experience on our website (https://www.goldwin-global.com/, hereinafter referred to as “this site”). We are actively working to enhance web accessibility so that everyone, including individuals with disabilities, can access and use our content equally.

Our accessibility initiatives are based on the Web Content Accessibility Guidelines (WCAG) 2.1, with the aim of creating a website that accommodates users with various needs, including those with visual, auditory, physical, or cognitive impairments. We strive to ensure that our content is perceivable, operable, understandable, and robust.

Accessibility Measures

We have taken the following steps to improve accessibility on this site:

• Implementation of the Accessibly App for enhanced user support
• Keyboard navigation functionality
• Use of alternative text (alt attributes) for images
• Consideration for color contrast for visibility
• Optimization for screen reader compatibility
• Clear visual focus for interactive elements

These measures are part of our ongoing effort to make our website more inclusive and usable for all visitors.

Technical Limitations and Future Improvements

While we aim to meet the highest accessibility standards, some content or functions on this site may not yet be fully accessible due to technical or operational constraints. We continue to evaluate and implement reasonable accommodations where possible and work to improve our services accordingly.

Continuous Improvement

We are committed to the ongoing enhancement of accessibility through the use of assistive tools, internal process reviews, and feedback from users. Our goal is to provide a better digital experience for everyone.

Feedback and Inquiries

If you encounter any accessibility-related issues or have feedback regarding your experience with this site, please contact us through the following:
Email: contact_uk@goldwin.global