GOUKA Return & Refund Policy

At GOUKA, we are committed to providing you with the ultimate outdoor cooling experience. If you are not entirely satisfied with your purchase, we’re here to help. Please read our return and refund policy carefully.

1. 30-Day Return Window

We accept returns within 30 days from the date your item was delivered. To be eligible for a return, the GOUKA portable air conditioner must be in its original, unused condition, completely free of dirt, damage, or signs of wear. It must also be returned in the original packaging with all included accessories, manuals, and parts.

2. Return Process

To initiate a return, please follow these steps:

Contact Us: Email our customer support team at [Your Support Email, e.g., support@gouka.com] with your order number, the reason for the return, and photos of the item and packaging.
Receive RMA: If your return request is approved, we will issue a Return Merchandise Authorization (RMA) number and provide the return shipping address. Please do not send your purchase back to the manufacturer or our warehouse without an RMA number.
Ship the Item: Pack the unit securely in its original packaging. Write the RMA number clearly on the shipping label (not on the box itself).

3. Return Shipping Costs & Restocking Fee

Because outdoor portable air conditioners are heavy and oversized items, standard logistics costs are higher than average.

Customer Remorse (Non-Defective Returns): If you are returning the item because you changed your mind, ordered the wrong model, or no longer need it, you will be responsible for the return shipping costs. Additionally, a 15% restocking fee will be deducted from your total refund to cover the initial shipping and warehouse handling costs.
Defective or Incorrect Items: If the unit arrives damaged, defective, or we shipped the wrong item, GOUKA will cover 100% of the return shipping costs and no restocking fee will apply. You will be offered a full refund or a free replacement.

4. Damaged on Arrival

Please inspect your GOUKA air conditioner immediately upon delivery. If the packaging or the product is damaged during transit, please contact us within 48 hours of delivery with clear photos or videos of the damage. We will file a claim with the carrier and arrange a replacement or refund promptly.

5. Refund Processing

Once your return is received and inspected at our facility, we will send you an email to notify you of the approval or rejection of your refund.

If approved, your refund (minus applicable shipping and restocking fees) will be processed, and a credit will automatically be applied to your original method of payment within 5 to 7 business days.
Please note that it may take some additional time for your bank or credit card company to process and post the refund to your account.

6. Non-Returnable Items

Items marked as “Final Sale” or “Clearance”.
Units that have been heavily used, modified, or damaged by the customer due to improper outdoor use or failure to follow the user manual.
Gift cards.