Refund policy

Return and Refund Policy

Gold Bank Co

Last updated: 8 September 2026

1. Your right to cancel

Under the Consumer Contracts Regulations 2013 you may cancel your order within 14 days of receiving it, without giving a reason.

As a commercial gesture, we extend this to 30 days from the date you receive your order.

To be eligible for a return, the item must be:

  • In the same condition you received it
  • Unworn or unused, with tags attached
  • In its original packaging
  • Accompanied by the receipt or proof of purchase

2. How to start a return

  1. Email us at TrueNorthGoods1@outlook.com with your order number and a short description of the issue.
  2. Once your return is approved, we will send you the return address and instructions.
  3. Ship the item back within 14 days of notifying us.

Items sent back without contacting us first may be delayed in processing.

3. Return shipping costs

  • Faulty, damaged or incorrect items: we cover the full return shipping cost.
  • Change of mind or wrong size ordered: the customer pays the return shipping cost.

Where you cancel under your statutory right, we refund the standard outbound delivery charge. Any express or upgraded delivery you chose is refunded only up to the cost of our standard service.

4. Faulty, damaged or wrong items

Please inspect your order as soon as it arrives. If the item is damaged, faulty or not what you ordered, contact us within 48 hours of delivery with:

  • Your order number
  • Clear photos or a short video of the item and the packaging

We will send a replacement or issue a full refund, at your choice. This is in addition to your rights under the Consumer Rights Act 2015, which entitles you to a full refund on faulty goods reported within 30 days of delivery.

5. Items that cannot be returned

The right to cancel does not apply to:

  • Custom, personalised or made-to-order items
  • Sealed hygiene-sensitive items once the seal is broken
  • Gift cards
  • Items that have been used, damaged or returned incomplete

6. Exchanges

The fastest way to get what you want is to return the item you have and, once the return is approved, place a new order for the correct product.

7. Refunds

Once we receive and inspect your return, we will notify you of the outcome by email.

  • Approved refunds are issued to the original payment method
  • We process refunds within 14 days of receiving the returned item
  • Your bank or card issuer may take a further 5 to 10 business days to post the credit

If you have not received your refund after this period, contact us at TrueNorthGoods1@outlook.com.

8. Order cancellations

Orders can be cancelled free of charge within 12 hours of purchase, provided the order has not yet been dispatched. After that, the standard return process applies.

9. Late or missing deliveries

If your tracking shows the parcel as delivered but you have not received it, please check with neighbours and your local carrier first, then contact us within 7 days so we can open an investigation.

10. Contact us

Gold Bank Co
43 New Bond Street, London, W1S 2SA, United Kingdom
Email: TrueNorthGoods1@outlook.com
Phone: 0151 708 0362
Response time: within 24 to 48 hours, Monday to Friday

This policy does not affect your statutory rights.