Return & Refund Policy
You have the option to cancel your order as long as the product hasn't been shipped or produced. Upon cancellation, a full refund will be issued. Once a product has been shipped out, we are unable to cancel the order.
Return Policy (if applicable)
Our return policy allows customers to initiate a return within 30 days after receiving the product. To be eligible for a return, the item must be unused and in its original condition, including the original packaging. If you receive a defective item or wish to return a product with an order number, please contact us first.
Refund (if applicable)
Upon receiving and inspecting your returned item, we will send you an email notification confirming its receipt. Subsequently, we will inform you about the approval or rejection of your refund request. If your refund is approved, it will be processed and credited back to your original method of payment within a specific number of days.
Late or Missing Refunds (if applicable)
If you haven't received your refund, start by checking your bank account. Then, get in touch with your credit card company as there might be a delay in the posting of refunds. If the issue persists, contact your bank. It's common for refunds to go through a processing period before being posted. If you've completed these steps and haven't received your refund, kindly reach out to us through our Contact Us page.
Exchanges (if applicable)
We exclusively facilitate exchanges for items that are found to be defective or damaged upon initial unboxing. If you require an exchange for the same product, kindly reach out to us by sending an email through the contact us page, and attach the pictures after you get an email from our support.
1. Quality-Related Issues: If the product has quality-related problems, Gonex will cover the shipping fees (within 10USD) for returns. Please obtain the RMA APPLICATION FORM from our Service Staff before returning the product. Complete the form and print it for reference.
2. Non-Quality-Related Issues: For products without quality-related concerns, you will be charged a single shipping fee (including returns).
- For orders with free shipping, you need to cover the shipping cost for returning the products to our warehouse (the shipping fee is non-refundable).
- For orders with paid shipping, you should prepay the delivery fee and attach the post receipt and shipping label with a tracking number to the email. After our review, we will initiate the return of the shipping fee. Note that our warehouse does not support cash on delivery.
There is no restocking fee for returning a product. After returning the item, kindly provide us with the tracking number. The time it takes for the exchanged product to reach you may vary based on your location.
Before sending the package to our return address, please confirm the refund amount with our customer service.
Please feel free to contact our customer service for any further assistance.
For Amazon Customers
Gonex is a dynamic brand that thrives across various channels and platforms. As a brand that values its users, we understand the importance of offering excellent customer support. If you're a buyer on Amazon and encounter any after-sale issues, feel free to reach out to us directly. Our customer support team is here to assist you promptly and efficiently.
To streamline the process, we've designed a user-friendly contact form on our website. Simply head to the Contact Us page and submit the form. To ensure we can assist you swiftly, please provide your Amazon order number in the form. This helps us verify your buyer identity and allows us to solve your problem accurately.