Effective Date: August 31, 2026
Welcome to the official Refund and Returns Policy of GOLDEN TIME INTERNATIONAL PTE. LTD., the operator of our kitchen textile e-commerce website accessible at www.goldentimestore.com. This policy sets out clear, transparent rules for all return, replacement, and partial refund services related to our full product catalog, which includes heat-resistant oven mitts, BBQ gloves, linen tablecloths, non-slip placemats, and professional-grade kitchen cleaning cloths. To maintain fair, consistent service standards for all our valued customers, we strictly do not support any “refund only” requests under all normal circumstances. All eligible post-purchase requests must follow the terms laid out in this document. By placing an order on our platform, you fully agree to comply with all rules specified in this policy.
1. Eligibility for Return Requests
You are eligible to submit a return request within 30 calendar days from the date you receive your ordered products, only if your request meets one of the following valid conditions:
- The product you received has manufacturing defects, including frayed seams, broken non-slip silicone texture on heat-resistant gloves, incomplete tablecloth pattern printing, or stitching errors that impact normal use.
- The product you received does not match the exact item you ordered, such as receiving the wrong size, wrong style, or completely different product variant from what you selected on www.goldentimestore.com.
- The product arrives damaged due to improper packaging or transit accidents, with visible functional damage that prevents you from using it normally.
To confirm the eligibility of your request, you will be required to provide clear photos or short videos of the product issue, the original outer packaging, and the shipping label on the parcel. All returned items must be in their original, unused condition, with all original tags, labels, and packaging intact. Products that have been washed, used for cooking, damaged due to improper user operation, or customized with exclusive personal engraving or printing are not eligible for return.
2. Strict No “Refund Only” Rule
We explicitly emphasize that we do not accept any request for full or partial refund only, without the customer returning the corresponding physical product to our designated return address. We will never process any 100% refund for an order while the customer retains the purchased item, no matter what reason the request is submitted under. This rule applies to all product categories in our store, including all oven mitts, tablecloths, placemats, kitchen towels, and cleaning cloths.
This policy is designed to guarantee fair treatment for all our customers. Our premium heat-resistant kitchen textiles are built for long term daily use, and allowing customers to keep products while receiving a full refund would create unfair costs that ultimately raise product pricing for the entire community of home cooking enthusiasts we serve. If you believe there is an issue with your order, you may send the product back to our return facility first. Once our quality team confirms your request is valid, we will process your full arrangement either as a brand new replacement product, or a partial refund after our team receives and inspects the returned merchandise.
3. Return Process
You can start a valid eligible return request following these simple steps:
- Contact our customer support team via email at zyrtek@goldentimestore.com, or call our official line at +65 62220688 to submit your request. Provide your order number, the reason for your request, and the required photo or video proof of the product issue.
- Our support team will review your submission within 2 business days, then send you the detailed designated return address. We do not accept parcels sent to any other unconfirmed address, including our office address at 10 Anson Road, #11-20, International Plaza, Singapore 079903 unless explicitly instructed by our support team.
- Ship the product back to the designated return address, and keep the tracking number of the return shipment. You will be responsible for covering the return shipping cost, unless the return reason is a confirmed manufacturing defect or our order fulfillment error. For eligible defect or wrong order requests, we will issue you a shipping reimbursement coupon equivalent to the standard return shipping fee after we receive the returned package.
- Once our team receives and fully inspects your returned product, we will send you a notification via registered email within 3 business days to confirm the result of your request.
4. Valid Post-Return Resolution Options
As we do not support refund only, all eligible return requests can be resolved through the below two options of your choice:
- Free Replacement Service: We will arrange a brand new identical version of the product you ordered to be shipped to you for free, covering all re-shipping costs. This is our most popular option for customers who wish to keep using our high-quality kitchen textile products, and it usually arrives at your destination within 7 to 14 business days for standard shipping regions.
- Partial Refund Arrangement: If you no longer need the product after returning it, we will process a 100% refund of the product price you paid, minus the original shipping and handling fees charged at checkout. This refund will be sent back to your original payment method, and it usually takes 3 to 10 business days to arrive in your account depending on the processing speed of your payment service provider. No refund request will be approved before our team confirms the returned product has been successfully received and passes our inspection.
5. Exceptions
This return and refund policy does not apply to final sale items and promotional gift products marked explicitly as non-returnable on their product listing page. If you receive a free promotional gift along with your order and request a return of your main product, you must also send the unused promotional gift back to us together with the main product to be eligible for valid resolution.