GOUKA Return & Refund Policy

At GOUKA, we always prioritize your comfort when it comes to our smart home and outdoor smart devices. Please review our detailed return guide below.

1. 30-Day Money-Back Guarantee

You may request a return and refund for any reason within 30 days of delivery, provided the product remains undamaged (please note that refunds will exclude currency conversion fees and credit card processing charges). To be eligible for a return, air conditioning units, warming trays, and mirrors must be in their original, “like-new” condition—meaning they must be unaltered and free from any visible signs of heavy use or stains. All original packaging, instruction manuals, and accessories must be included with the returned item. Once the returned product arrives at our warehouse and has been inspected, we will initiate the refund process. We reserve the right to decline your return request if the item does not meet the aforementioned requirements.

2. Defective or Incorrect Items (100% Covered)

If your GOUKA portable air conditioner, warming tray, or bathroom mirror arrives defective, is damaged during transit, or if we have sent the wrong model, we will cover 100% of the return shipping costs and promptly provide a full refund or a free replacement.

3. Discretionary Returns & Restocking Fee

As GOUKA portable air conditioners are heavy and bulky appliances, they require specialized logistics handling, which entails higher shipping costs. (This policy also applies to GOUKA bathroom mirrors and GOUKA warming trays.) For returns not related to product quality—such as those due to a change of mind or ordering the wrong size—GOUKA will refund the cost of the product itself, but the customer is responsible for the return shipping costs. Additionally, a 15% restocking fee will be deducted from your refund to cover the costs associated with the initial large-item logistics, warehouse handling, and product inspection.

4. Shipping Costs Covered by the Buyer

Shipping costs must be covered by the buyer in the following situations:

  • Returning products for any reason other than a proven defect.
  • Warranty claims on items taken outside the original country of purchase.
  • Buyer’s accidental returns or returning personal items.
  • Returning items claimed to have defects but found by GOUKA quality control to be in full working condition.
  • Costs associated with unauthorized returns (any returns made outside of the approved warranty/RMA process).

5. Transit Liability

  • When returning items with a prepaid shipping label provided by GOUKA (for verified defects), GOUKA takes responsibility for any damage or loss incurred in transit.
  • When returning items for non-quality issues, the buyer assumes full responsibility for any damage or loss incurred in transit. GOUKA does not provide refunds for items damaged in transit for non-quality related returns.

6. 3-Step Easy Return Process

  • Step 1: Contact Us. Email our support team at gouka@goukaint.com to initiate a return. Please provide a valid proof of purchase (order number or sales invoice), the reason for the return, and clear photos/videos if claiming a defect.
  • Step 2: Get your RMA. Within 24 working hours, our Customer Service will issue a Return Merchandise Authorization (RMA) number and the corresponding return warehouse address (e.g., our US returns facility). Please do not ship items back without an RMA.
  • Step 3: Pack & Ship. Securely pack the unit in its original box. For the refund to be processed in a timely manner, please be sure to send a return notification to GOUKA with the name of the courier and the tracking number.

7. Refund Processing Time

Refunds will be issued once the item arrives at our warehouse and passes inspection. The refund will be credited back using the same method as when your initial order was made. Processing time typically takes 3-5 working days. Please note: When you place an order with us, certain bank charges may apply. These charges are imposed by your bank for the transaction and are not included in the price of our products. Therefore, this amount will not be returned during the refund process.

Company Information

Company Name: GOUKA GLOBAL LIMITED

Registered Business Address:
Room 15, 11/F, Chinaweal Centre
1008 Tai Nan West Street
Lai Chi Kok, Kowloon
Hong Kong

US Warehouse / Returns Center
1000 Turtle Creek Dr
Hattiesburg, MS 39402
United States

Email Support
gouka@goukaint.com

Customer Service Hours
Monday–Sunday
West Coast: 6:00–17:00 (PST)
East Coast: 9:00–20:00 (EST)

Distributors / Sales
goukaint@126.com