GOUKA Refund and Returns Policy

Effective date: 11 November 2026 | Version 2.0
This Policy applies to purchases made on https://goukaint.com.

Seller / Website operatorGOUKA GLOBAL LIMITED
Registered officeRoom 15, 11/F, Chinaweal Centre, 1008 Tai Nan West Street, Lai Chi Kok, Kowloon, Hong Kong
Emailgouka@goukaint.com
Phone / WhatsApp+86 139 2378 7668
Websitehttps://goukaint.com
Customer serviceMonday–Sunday · West Coast 6:00–17:00 PST · East Coast 9:00–20:00 EST

1. Scope and Seller

This Refund and Returns Policy (“Policy”) applies to products purchased from GOUKA GLOBAL LIMITED (“GOUKA”, “we”, “us” or “our”) through https://goukaint.com (the “Site”). It should be read together with our Terms and Conditions, Shipping Policy, Warranty Policy and Privacy Policy. Nothing in this Policy limits any non-excludable statutory rights available to you under applicable consumer law.

  • This Policy does not apply to purchases from third-party marketplaces or resellers; those purchases are governed by the seller’s own policies.
  • If you are a consumer in the United States, the European Union, the United Kingdom or another jurisdiction with mandatory consumer protections, those protections apply in addition to this Policy.

2. 30-Day Return Window

You may request a return within 30 calendar days after the date on which the product was delivered. The delivery date is the date recorded by the carrier for the final delivery of your order.

  • The product must be unused, in like-new condition, and free from visible signs of heavy use, damage, stains or alteration.
  • All original packaging, manuals, accessories, cables, gifts and promotional items must be returned with the product.
  • You must provide a valid order number or other reasonable proof of purchase.
  • We may decline a return if the product does not meet these conditions, subject to your statutory rights.
SituationReturn windowReturn shippingRefund
Defective, damaged in transit, or wrong item receivedWithin 30 days of deliveryPaid by GOUKAFull product price and applicable tax; replacement or refund
Change of mind, ordered wrong model, or no longer neededWithin 30 days of deliveryPaid by customerProduct price less a 15% restocking fee; original shipping charges are non-refundable
Bulk or corporate order (more than 10 units)Per written agreementPer written agreementChange-of-mind returns are not available unless required by law; defect rights still apply

3. Defective, Damaged or Incorrect Items

If your product arrives defective, is damaged in transit, or is not the model you ordered, contact us within 7 days of delivery (or as soon as reasonably possible). Please provide your order number, a description of the issue, and clear photos or a short video showing the product and packaging.

  • After we confirm the issue, we will provide a Return Merchandise Authorization (“RMA”) number and, where applicable, a prepaid return label for U.S. addresses.
  • We will cover reasonable return shipping costs for confirmed defects, transit damage, or wrong-item errors.
  • You may choose a replacement of the same model (subject to availability) or a full refund of the product price and applicable tax.
  • If a replacement is not available, we will issue a full refund for the affected product.

4. Change-of-Mind Returns and Restocking Fee

For returns that are not caused by a defect, transit damage or our error, you are responsible for the return shipping cost and the original shipping charges are non-refundable. Because portable air conditioners, warming trays and bathroom mirrors are large or bulky items, a 15% restocking fee applies to change-of-mind returns of these products.

  • The 15% restocking fee covers inspection, warehouse handling and repacking costs. It is calculated on the product price paid, excluding tax and shipping.
  • The fee is disclosed before you ship the product back. If you do not agree, do not ship the return; contact us to discuss the options.
  • No restocking fee applies to confirmed defective, damaged or wrong-item returns.
  • Original shipping charges are refunded only when the return is due to our error or a confirmed defect, or where required by law.

5. Non-Returnable and Refused Items

The following items are not eligible for a change-of-mind return unless required by law:

  • Products marked “final sale”, “clearance” or “non-returnable” at the time of purchase.
  • Gift cards and digital products.
  • Products that have been used, installed, modified, damaged by misuse, or repaired by an unauthorized third party.
  • Products returned without an RMA number, or with missing parts, accessories or original packaging.
  • Bulk or corporate orders outside the written agreement.

If a delivery is refused or cannot be completed because of an incorrect address, unavailable recipient, or failure to arrange delivery, the carrier may return the parcel to us. In that case, original shipping charges and any return-shipping or storage charges may be deducted from the refund, to the extent permitted by law.

6. How to Start a Return

Email gouka@goukaint.com with the subject line “Return Request – [your order number]”. Please include:

  • Your order number and the email address used for the purchase.
  • The product name, model and quantity you wish to return.
  • The reason for the return, with photos or a short video if the product is defective or damaged.
  • Your preferred resolution: replacement or refund.

We will review your request and, if approved, issue an RMA number and the U.S. return address within 2 business days. Do not ship the product before receiving an RMA number. Write the RMA number on the outside of the parcel and send us the carrier name and tracking number after dispatch. Returns sent without an RMA may be refused or delayed.

For international returns, you are responsible for customs duties, taxes and return freight unless the return is due to a confirmed defect or our error. Please mark the parcel as “returned goods” where permitted; we cannot reimburse duties that are not required by law.

7. Refunds

Once your return arrives at our warehouse, we will inspect it within a reasonable period. If the return is approved, we will issue the refund to the original payment method.

  • Refunds are normally processed within 5 business days after approval. Your bank or card issuer may need additional time (typically 3–5 business days) to post the credit.
  • We refund the product price and applicable tax. Original shipping charges are non-refundable except for confirmed defects, transit damage, wrong-item errors, or where required by law.
  • For change-of-mind returns, the 15% restocking fee and return shipping costs are deducted from the refund.
  • Refunds are issued in the same currency as the original payment. Exchange-rate differences, bank fees or intermediary charges imposed by your bank are not controlled by GOUKA and may not be refundable.
  • If you believe a refund is incorrect, contact us within 30 days of the refund date so we can review it.

Please contact us before initiating a chargeback or payment dispute. We will work with you in good faith to resolve the issue; this does not limit any right you may have under applicable law.

8. Cancellations

You may cancel an order before it is shipped by contacting us at gouka@goukaint.com. If the order has already shipped, please use the return process in this Policy. Custom, bulk and made-to-order items may not be cancellable after production begins, unless required by law.

9. Warranty

GOUKA products are covered by a limited warranty for defects in materials and workmanship under normal use. The standard warranty period is 18 months from the date of delivery for GOUKA portable air conditioners, warming trays and bathroom mirrors, unless a different period is stated in the product documentation or required by law.

  • The warranty does not cover damage caused by misuse, accident, improper installation, incorrect voltage, water damage, unauthorized repair, normal wear, or failure to follow the product manual.
  • Warranty claims may require proof of purchase, photos or video, and return of the product for inspection.
  • The Warranty Policy and the product documentation contain the full terms. Nothing in this section limits your statutory rights.

10. Contact Us

For returns, refunds, warranty questions or order support, contact us:

Email: gouka@goukaint.com | Phone / WhatsApp: +86 139 2378 7668 | Website: https://goukaint.com
Registered office: Room 15, 11/F, Chinaweal Centre, 1008 Tai Nan West Street, Lai Chi Kok, Kowloon, Hong Kong

Customer service: Monday–Sunday · West Coast 6:00–17:00 PST · East Coast 9:00–20:00 EST

Returns address: the U.S. return warehouse address provided in your RMA. Do not ship returns to the registered office address above.

11. Changes to This Policy

We may update this Policy from time to time. The version published on the Site at the time of your purchase governs that purchase. The “Last updated” date at the top of this document shows the current version. Material changes will be posted on the Site; continued use of the Site after posting does not affect rights that have already accrued.