Warranty Policy

At GOUKA, we always care about your experience as a customer and want to ensure you have no concerns regarding after-sales service. All GOUKA portable air conditioners come with a standard 1-year (12-month) warranty.

This warranty applies only to products purchased directly from the official GOUKA website and covers defects in design, assembly, material, or workmanship under normal use. We may offer different delivery methods for warranty service, including but not limited to: parts, product dispatches, and mail-in service.

After-Sales Service Policy & Warranty Information

GOUKA warrants the GOUKA-branded hardware product purchased on the official GOUKA website, contained in the original packaging, against material and quality defects when used normally for the applicable 1-year warranty period from the original date of the end-user purchase. If you have any questions about claiming your warranty, please reach out to our online customer service or email our support team.

Warranty Timeline

(Warranty terms may vary according to local laws and regulations).

30-Day Free-Reason Return Policy

(Note: Only for orders purchased directly on the official GOUKA website)

Undamaged products can be returned for a full refund, regardless of the reason, within 30 days of delivery, excluding Corporate purchases/bulk orders, which may not be refundable (Note: Ordering more than 10 units of a product will be considered a bulk order). Once the returned item arrives back in our warehouse for inspection, the refund process will begin.

• Returns must include all original accessories.

• For non-quality related warranty claims, the buyer is responsible for shipping costs (including cross-border and international shipping costs, if applicable).

• For quality-related warranty claims, GOUKA refunds the cost of the product itself.

• Returns may be rejected if items do not meet the above requirements.

• Refund requests for the 30-day money-back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired this 30-day window.

How do I return an item?

1. Contact GOUKA Customer Support via our Online Live Chat or email, providing the following information:

    

    

   • Order Number:

      

   • Registered Email:

      

   • Return Product Name & Quantity:

      

   • Return Reason:

      

   • Images or Videos of Products and Intact Packaging:

      

2. Application Processing: GOUKA support will process your return and refund application within 1-2 working days after receiving your request.

    

    

3. Return Notification: For the refund to be processed in a timely manner, please be sure to send a return notification to us with the following information once shipped:

   • Name of the courier

   • Tracking number

How long does it take to get a refund?

Refunds will be processed using the same method that was used to make the payment. The refund process will be completed in about 3-7 business days, depending on the bank or credit card issuer.

Lost Package / Package Issues

• Package status shows ‘in transit’ for 5-15 days or less: This situation may be quite standard, so we kindly ask you to wait patiently or contact the carrier directly. Should the package remain ‘in transit’ for more than 15 days, please reach out to us, and we will take the necessary steps to investigate the case with the carrier.

• Package arrives Damaged: Should you receive a damaged package, please contact us within 7 days of delivery. Unfortunately, claims made after this period cannot be accepted. You will be required to provide photographs or videos of both the external packaging and the damaged products.

• Package Lost: If you suspect that your package has been lost, please contact us within 7 days of the expected delivery date. A detailed description of the situation will be required.

Please verify the shipping address on your order. GOUKA will NOT be held responsible for any issues arising from incorrect address information provided by the buyer.

Warranty Claim for Quality Issues within Warranty Period

All quality-related defects on items sold directly by GOUKA are covered by our 12-month warranty, which starts from the date of purchase.

For quality-related warranty claims, items will be replaced with a factory-refurbished model of equal value when available; otherwise, a new item will be sent. In situations where a replacement is not an available or preferred option, GOUKA will offer a partial refund according to the usage time of the device.

Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.

Process & Requirements:

• Buyer must provide sufficient proof of purchase (Order number or Sales Invoice).

• The defective item’s serial number and/or visible proof (video/photo) depicting the defect are required.

   

• GOUKA must document what happens when buyers troubleshoot the product.

   
• It may be necessary to return an item for quality inspection.

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 working condition.

• Costs associated with unauthorized returns.

Not Covered Under Warranty:

• Items without sufficient proof of purchase.

• Items purchased from unauthorized resellers.

• Lost or stolen products.

• Items with expired warranties.

• Non-quality issues (after 30 days of delivery).

• Free products.

• Repairs made through unofficial channels.

• Damage from external sources.

• Damage caused by product misuse (including but not limited to: drops, extreme temperatures, water ingress, and improper operation of the device).

After-Sale Service Contact

If you require any assistance, our team is always ready to help:

• Online Customer Service: Available via the Live Chat portal on the bottom right corner of our website.

• Email Support: gouka@goukaint.com

• Company Name: GOUKA LTD

• Company Address:  Registered in England and Wales, United Kingdom