GOUKA Return & Refund Policy

At GOUKA, your comfort inside your vehicle and mobile environments is our top priority. Please review our detailed return guidelines below.

1. 30-Day Money-Back Guarantee

Undamaged products may be returned for a refund (currency conversion fees and credit card fees not included) for any reason within 30 days of the date of delivery. To qualify, the AC unit must be in its original, like-new condition (unaltered, with no signs of heavy use or dirt). Returns must include all original packaging, manuals, and accessories. Once the returned item arrives back in our warehouse for inspection, the refund process will begin. Returns may be rejected if items do not meet these requirements.

2. Defective or Incorrect Items (100% Covered)

If your GOUKA Portable AC arrives defective, damaged in transit, or we shipped the wrong model, we will cover 100% of the return shipping costs. We will swiftly arrange a full refund or a free replacement for you.

3. Discretionary Returns & Restocking Fee

Because portable air conditioners are heavy, oversized appliances, they require specialized, high-cost freight handling. For non-quality related returns (e.g., changed your mind, ordered the wrong size), GOUKA refunds the cost of the product itself. The customer is responsible for return shipping costs. Additionally, a 15% restocking fee will be deducted from your refund to help cover the initial heavy-freight shipping, warehouse handling, and inspection costs.

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 warehouse address (e.g., our UK or US facilities). 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.

Contact Information

  • Email: gouka@goukaint.com

  • Company Name: GOUKA LTD

  • Company Address:  Registered in 106 HEYBARNES ROADBIRMINGHAMENGLAND B10 9JE，UK

  • US Office : 1000 Turtle Creek Dr, Hattiesburg, MS 39402, United States

  • Support Hours: Monday–Sunday, 9:00 AM – 5:00 PM (GMT / EST)