Refund policy

At Gonex, we want you to be happy with your travel and outdoor gear. If there is any issue with your order, please contact us at service@gonexsport.com.

This policy applies only to orders placed on gonexsport.com.

Cancellation

You have the option to cancel your order as long as the product hasn't been shipped or produced. Upon cancellation, a refund will be issued. Once a product has been shipped out, we are unable to cancel the order.

For customers who paid directly by credit/debit card, you will receive a full refund.

For customers who paid via PayPal, the 4.4% + 30¢ transaction fee charged by PayPal will be deducted from the refund amount as this fee is non-refundable.

If your order has already shipped, you may request a return after receiving the item, as long as it meets the return conditions below.

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.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at service@gonexsport.com.

Non-Returnable Items

The following items are not eligible for return unless there is a product quality issue:

● Used, washed, damaged, altered, or visibly worn items

● Items with stains, odors, dirt, pet hair, scratches, or signs of outdoor use

● Items missing original packaging, tags, accessories, or parts

● Clearance, final sale, customized, personalized, or special-order items

● Gift cards

● Bulk or wholesale orders

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item is damaged, defective, incorrect, or missing major parts, please contact us within 7 days of delivery with your order number and photos or videos of the issue.

If the issue is confirmed to be caused by a product defect, shipping damage, or a Gonex fulfillment error, we will provide a suitable solution, such as a replacement, parts reshipment, return label, or refund.

Return Shipping

For returns not related to product quality issues, customers are responsible for the return shipping costs. Gonex does not provide prepaid return labels for such returns.

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.

Original shipping charges are generally non-refundable unless the return is due to a Gonex error, product defect, or shipping damage.

We recommend using a trackable shipping service. Gonex is not responsible for returned packages that are lost or damaged in transit.

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.

Your bank, credit card company, or payment provider may require additional time to post the refund.

Gonex reserves the right to refuse a refund or deduct an appropriate amount if the returned item does not meet our return conditions.

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 or service@gonexsport.com.

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 or service@gonexsport.com, and attach the pictures after you get an email from our support.

For non-defective items, please return the eligible item and place a new order for the correct product.

Return Address

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.

Please do not send your item back without contacting us first.

The return address may vary depending on your order and warehouse location. Once your return request is approved, our support team will provide the correct return instructions.

90-Day Limited Warranty Period 

Gonex offers a limited 90-day warranty for eligible products from the date the item is delivered. If your product develops a material or workmanship defect under normal use within 90 days of delivery, please contact us at service@gonexsport.com with your order number, delivery date, and photos or videos showing the issue.

If the issue is reviewed and confirmed to be covered by this warranty, Gonex will provide a suitable solution, such as repair guidance, parts reshipment, replacement, partial refund, or another appropriate remedy.

This warranty does not cover normal wear and tear, misuse or abuse, accidental damage, damage caused by airline handling or third-party transportation, overloading, unauthorized modifications or repairs, improper cleaning or maintenance, loss or theft, or claims made more than 90 days after delivery.

Wholesale / Bulk Orders

All bulk or wholesale orders are non-returnable unless there is a product quality issue.

(Note: Ordering more than 10 units of a product is considered a bulk or wholesale order.)

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.

Contact Us

For return, refund, exchange, or after-sales support, please contact us:

Email: service@gonexsport.com

Website: Contact Us page