Last updated: 13 January 2026
This policy applies to purchases made through the Golden Kumquats webshop. If you have questions, contact us at goldenkumquats@gmail.com or call +31 0612356552.
1) EU Right of Withdrawal (14 days)
If you are a consumer in the EU/EEA, you generally have the right to withdraw from your purchase within 14 days without giving any reason.
Withdrawal period
The withdrawal period expires 14 days after the day you (or a person you appoint) receive the goods.
How to withdraw (required step)
To exercise your right of withdrawal, you must send an explicit statement by email to goldenkumquats@gmail.com including:
- your order number
- the items you want to return
- your name and address
- the date
You may also use the model withdrawal form at the end of this page.
2) Return conditions
You may inspect the goods as you would in a physical store, but you must handle them with care.
To qualify for a full refund, returned items must be:
- returned complete, and
- returned in the same condition as received (allowing only what is necessary for inspection).
Used books
Used books are sold with a stated condition. Additional wear, markings, odors, water damage, missing pages, torn covers, stickers removed leaving damage, or other deterioration beyond normal inspection may result in a reduced refund (see Section 6).
Packaging
Please package items securely. If an item is damaged due to inadequate packaging, we may reduce the refund accordingly.
3) Return deadline
After notifying us of withdrawal, you must send back the goods no later than 14 days.
4) Return shipping costs (customer pays)
Unless we explicitly agree otherwise, you are responsible for the direct cost of returning the goods.
We do not reimburse return shipping costs unless the return is due to our error (wrong item, defective item, or item significantly not as described).
5) Refunds (timing + method)
If you withdraw, we will refund payments received for the returned goods, including the cost of standard outbound delivery (if applicable), within 14 days after we are informed of your decision to withdraw.
Important: We may withhold the refund until:
- we have received the returned goods, or
- you have supplied evidence that you have sent back the goods,
whichever is earlier.
Refunds are made using the same payment method used for the original transaction, unless agreed otherwise.
6) Deductions / reduced refunds
If you have handled the goods beyond what is necessary to establish their nature, characteristics, and functioning, we may deduct an amount reflecting the diminished value.
Examples of value diminution (non-exhaustive):
- writing/highlighting, bent pages, torn dust jacket
- strong odors (smoke, perfume, mold)
- water damage, stains, warped pages
- missing pages or inserts, damaged binding
- additional wear on used books beyond described condition
Where lawful, we will inform you of the deduction and the reason.
7) When withdrawal does NOT apply
The right of withdrawal may not apply in specific cases under EU law (for example, sealed audio/video/software that has been unsealed, custom-made goods, etc.).
If an exception applies to a product we sell, we will clearly indicate this before purchase.
8) Wrong, damaged, or significantly not-as-described items
If your item arrives:
- damaged, or
- wrong, or
- significantly different from the product description,
contact us at goldenkumquats@gmail.com within a reasonable time and include:
- order number
- photos (if damaged)
In these cases, we will offer an appropriate solution, such as:
- replacement (if available),
- repair (if relevant), or
- refund.
If the issue is due to our mistake, we will cover reasonable return shipping costs.
9) Refused / undeliverable parcels
If a parcel is returned to us because:
- the address provided was incorrect/incomplete, or
- the parcel was not collected,
we may deduct the extra costs incurred (e.g., return shipping) from any refund, or charge for re-shipment.
10) Return address
Golden Kumquats
Geraniumstraat 3
Enschede
The Netherlands
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Golden Kumquats, Geraniumstraat 3, Enschede, The Netherlands
Email: goldenkumquats@gmail.com
I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ():
- Ordered on () / received on ():
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is submitted on paper):
- Date:
(*) Delete as appropriate.