Return Policy

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from the warehouse. Following countries and shipping methods may be different:

a. For orders shipped to the USA, it will be counted 45 days after orders departed from the warehouse.

b. For Brazil, it is after 110 days counting from the date that order departed from the warehouse due to the strict customs clearance at Brazil.

c. For GOON Packet Liquid Line to all counties, GOON will deal with your dispute for delayed orders after 100 days counting from the date that order departed from the warehouse.

d. For some special shipping methods, GOON cannot deal with your disputes. (See the following important interpretation)

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.

Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, GOON will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.

GOON will not deal with the refund or resend if the tracking information shows the order is delivered.

a. If Your clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

a) Incorrect/insufficient address.

b) No such number.

c) Unknown recipient.

d) Refused.

e) Do not pick up in time.

f) No safe delivery location.

g) Uncleared customs.

h) Others.

GOON offers a full refund or a replacement if packages arrived are badly damaged.

GOON offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

a. For fragile products, a refund is highly recommended.

b. For damaged packing boxes, GOON cannot offer any refunds or other after-sale services due to the long-distant international delivery.

c. For ordinary, electronic products, Your clients shall complain or open a dispute to you within 30 days after packages are delivered.

d. For service products, GOON refunds you the cost of the product which is the price in China market. If you have GOON quality inspection service. Otherwise, GOON will not take any responsibility for them. (See the following important interpretation > Service products)

GOON has a strict quality control process before products are dispatched. GOON will deal with incorrect or missing products as follows:

a. For incorrect products, GOON offers a full refund or replacement.

b. For products with wrong color, size which doesn’t affect product function, etc., GOON offers a refund or resend if you provide a screenshot of your clients’ complaint including name, content and date.

c. For parts missing which doesn’t affect product function, GOON may refund partially or resend the missing part; for parts missing which affect product function, GOON will resend the product only.

d. For accessories, GOON will resend the accessories.

Notes:

For size problem, GOON will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

For orders cancellation, GOON offers a full refund before products are processed by warehouses.

a. After payment, POD orders cannot be canceled as it is customized.

b. After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.

c. After payment, video and photo orders cannot be canceled as GOON has planned and prepared for you after payment.

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

GOON takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, GOON will notify you by GOON Chat, Skype, Email, Line, WhatsApp etc.

Due to limited international transportation, GOON will not accept any disputes when your orders are shipped to the following countries:

Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d’Ivoire, Cook Islands, Cameroon, Costa Rica, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, El Salvador, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.

 Please return products within 30 days after receiving products.

a. The buyer does not like it.

b. The product description is not real.

c. Products smell unusual.

d. The buyer ordered the wrong items or SKU.

e. The shipping address was provided incorrectly.

f. Product difference was negotiated in advance.

g. Tracking information deleted by logistics companies or local post offices.

h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.