Terms of service
Last updated: 26 September 2026
These terms apply to all purchases from GoldenEase through our website. Please read them before you order. By placing an order you accept these terms. Nothing in these terms limits the rights you have as a consumer under Danish law or the mandatory consumer protection rules of the EU country where you live.
1. About us
GoldenEase is a small online shop run by one person as a private individual. It is not a registered company.
GoldenEase
Nissumvej 27, 7620 Lemvig, Denmark
Email: support@goldeneasepets.com
Contact form: Contact us
2. Who can buy
Our shop is for consumers aged 18 or over, with delivery addresses in Denmark and the other EU countries shown at checkout. The contract language is English.
3. Products
We describe and photograph our products as accurately as we can. Colours may look slightly different on your screen, and sizes and measurements are approximate. Please use the size guide on each product page.
Our products are comfort and mobility aids for dogs. They are not medical devices and do not replace advice from a vet. If your dog has pain, an injury or a medical condition, please talk to your vet before use. Always introduce a new product gradually, supervise your dog while using it, and stop using it if it causes discomfort or irritation.
4. Prices and payment
- All prices are final prices in euros (EUR) and include any applicable taxes and import charges.
- Delivery costs are shown in the cart and at checkout before you pay. Standard delivery is free on orders over €49.
- Our parcels are shipped to you from outside the EU. You should not be asked to pay import VAT, customs duties or handling fees on delivery. If a carrier ever asks you to pay such charges, please contact us and we will refund them.
- You pay when you place your order, using the payment methods shown at checkout. Payments are processed securely by our payment providers.
- If a product is shown at an obviously wrong price because of a technical or typing error, we are not obliged to sell at that price. We will contact you, and you may choose to cancel for a full refund.
5. Maximum order value
The maximum value of the products in one order is €140. Our cart will not let you check out above this amount. If you would like more, simply place a second order. If an order above this limit is placed by mistake, we will contact you to split it into separate orders or cancel it with a full refund.
6. How your order and our contract are made
You choose your products, add them to the cart and go to checkout. Before you pay, the checkout shows a summary of your order, delivery address, delivery cost and total price, where you can check and correct any mistakes. The order is placed when you click the final payment button.
When you place an order, you receive an email confirming that we have received it. The contract between us is formed when we send you this order confirmation. We store your order, the confirmation email contains the details of your order and your right of withdrawal, and these terms are always available on this page. If a product turns out to be unavailable after you have ordered, we will tell you as soon as possible and refund you in full for that product.
7. Delivery
- Orders are normally processed within 1–3 business days and delivered within about 8–15 business days. Delivery times are estimates.
- Our products are shipped by our fulfilment partner, so if you order several items they may arrive in separate parcels.
- You will receive tracking information by email when your order ships.
- If your order has not arrived within 30 days, please contact us and we will send a replacement or refund you. Under EU law you may also cancel the contract if we do not deliver within the agreed time, or within 30 days if no time was agreed, after giving us a reasonable extra period to deliver.
- The risk for the products passes to you when you, or someone you have named, receive them.
More details are on our Shipping page.
8. Right of withdrawal (cancellation): 30 days
Under EU and Danish law you have the right to cancel your purchase within 14 days without giving a reason. At GoldenEase you get 30 days. The period starts on the day you, or someone you have named, receive the goods. If your order arrives in several parcels, it starts when you receive the last one.
How to cancel: Tell us clearly before the period ends, for example by email to support@goldeneasepets.com or through our contact page. You may use the model withdrawal form below, but you do not have to. It is enough that you send your message before the period ends.
Returning the goods: Send the goods back to GoldenEase, Nissumvej 27, 7620 Lemvig, Denmark without undue delay and no later than 14 days after you told us you are cancelling. You pay the direct cost of returning the goods. If the product arrived damaged, faulty or not as ordered, we pay the return cost (see section 9).
Refund: We refund all payments received from you, including the standard delivery cost (not any extra cost if you chose a more expensive delivery method than our cheapest standard option), without undue delay and no later than 14 days after we are told of your decision to cancel. We use the same payment method you used, unless we agree otherwise, and you will not be charged any fee for the refund. We may hold back the refund until we have received the goods back or you have shown proof that you have sent them, whichever happens first.
Condition of the goods: You may handle and try the product as you would in a shop to see what it is, what it does and how it fits. You are liable for any loss in value caused by handling beyond that, for example wear, damage or soiling, and we may reduce your refund accordingly.
More practical details are on our Returns & Refunds page.
9. Faulty products and complaints (legal guarantee)
As a consumer you have a 2-year statutory right to complain about defects (reklamationsret) under the Danish Sale of Goods Act and EU consumer law. It covers defects that existed when you received the product; it does not cover normal wear and tear or damage from misuse. A defect that shows up within 1 year of delivery is presumed to have existed when you received the product, unless we can show otherwise.
Please tell us within a reasonable time after you discover a defect. A complaint within 2 months of discovering it is always on time. Send us your order number and a photo of the problem. You can choose between repair and replacement. If neither is possible or reasonable, you can get a price reduction or, if the defect is not minor, cancel the purchase and get a refund. If a product is faulty, we cover the reasonable cost of returning it.
10. Our liability
We are responsible for delivering products that match their description and are free from defects, as set out in these terms and the law. We are not liable for loss caused by using a product against its instructions or without the supervision described in section 3, or for events outside our reasonable control, such as strikes, extreme weather or pandemics. Nothing in these terms limits our liability where the law does not allow it, including for personal injury caused by our negligence or under product liability rules.
11. Personal data
We handle your personal data as described in our Privacy Policy.
12. Intellectual property
The texts, design and logo on this website belong to GoldenEase or our partners and may not be copied without permission.
13. Complaints and disputes
If you are unhappy with your purchase, please contact us first. We will do our best to find a fair solution.
If we cannot agree, you can complain to Nævnenes Hus, Mæglingsteamet for Forbrugerklager (the Danish consumer complaints mediation service), Toldboden 2, 8800 Viborg, Denmark, through the complaint portal at naevneneshus.dk. The Consumer Complaints Board (Forbrugerklagenævnet) handles complaints about goods priced between 1,220 and 100,000 kr, and other conditions apply. If you live in another EU country, you can also get free help from the European Consumer Centre in your country. In Denmark this is Forbrugereuropa (European Consumer Centre Denmark), consumereurope.dk.
14. Governing law
These terms are governed by Danish law. If you live in another EU country, you keep the protection of the mandatory consumer rules of that country. Disputes may be brought before the courts where you live.
15. Changes to these terms
We may update these terms from time to time. The terms that apply to your order are the ones shown on this page when you placed it.
Model withdrawal form
(Only fill in and send this form if you want to cancel your purchase. You can also just write to us.)
To: GoldenEase, Nissumvej 27, 7620 Lemvig, Denmark, support@goldeneasepets.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
_______________________________________
Ordered on (*) / received on (*): ____________________
Order number (optional): ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is sent on paper): ____________________
Date: ____________________
(*) Delete as appropriate.