Refund policy
Return & Refund Policy
At GoozGo, customer satisfaction is our priority. Please review our return and refund guidelines below to understand how we handle damaged, defective, or incorrect items, as well as other situations.
1. Return Window
You have 15 days from the date your order is delivered to request a return only if the item is damaged, defective, or incorrect.
We do not accept returns for change of mind unless our supplier approves the request.
2. Eligibility Requirements
To qualify for a return, refund, or exchange, the item must meet all of the following conditions:
- Photo and video proof showing the damage, defect, or incorrect item
- Item is in the same condition as received
- Unworn or unused
- Original tags attached
- Original packaging included
- A receipt or proof of purchase provided
Items sent back without contacting us first will not be accepted.
To start a return request, email us at info@goozgo.com.
3. Who Pays for Return Shipping?
If the item is damaged, defective, or incorrect:
We will cover the cost of the refund, exchange, or return shipping after the issue is approved by our supplier.
In most cases, our supplier issues refunds or replacements without requiring the item to be shipped back, depending on the situation.
If the customer changes their mind:
We do not accept change-of-mind returns unless our supplier approves the request.
If approved, the customer may be responsible for return shipping costs.
4. Damages & Issues
Please inspect your order upon delivery and contact us immediately if:
- Your item is damaged
- Your item is defective
- You received the wrong item
We will review your claim, request the required proof, and notify you of the next steps. If approved, we will arrange a replacement or issue a refund.
5. Missing Packages
If your tracking shows delivered but your package has not arrived:
- Contact your local shipping carrier and open a missing package investigation.
- Obtain official documentation confirming the package is missing.
- Send the documentation to us at info@goozgo.com.
Once verified, we will provide a refund or reship your order.
6. Incorrect or Incomplete Address
We are not responsible for failed deliveries caused by an incorrect, incomplete, or outdated address entered by the customer.
If an order is returned to us due to an incorrect address, the customer is responsible for reshipping fees.
7. Non-Returnable Items
The following items cannot be returned:
- Perishable goods (e.g., food, plants, flowers)
- Custom or personalized items
- Personal care items (beauty or hygiene products)
- Hazardous materials, flammable liquids, or gases
- Sale items or gift cards
If you are unsure whether your item is eligible, please contact us.
8. Exchanges
To exchange an item, you must first follow the return process.
Once your return is approved, you may place a new order for the replacement item.
9. Refunds
After we receive your request and review the submitted proof, we will notify you if your refund is approved.
Once approved, your refund will be issued to your original payment method within 10 business days.
If more than 20 business days have passed since your refund was approved, contact us at info@goozgo.com.