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Return & Refund Policy

Gacoo is committed to providing the best products and the ultimate customer service, we will hope you never have to through this page, but If you have problems with products, services, shipping and etc., please refer to the instructions for return service as below:

15 Days Money Back Guarantee

We have a 15-day-money-back guarantee on all our products from the date you received them without any reason. You should return the item in its original condition to us.
 
After we receive the returned items, we will offer you a refund excluding actual shipping fees already incurred

1. My item is DOA(dead on arrival), how could I do it?

We feel very sorry for the defective item you received. Though we have extensive testing before shipping, we can’t 100% avoid this problem.
 
After you receive your order, please test them first. If you receive any broken item, please contact us within 48 hours, we will try our best to get it squared away.

2. Should I send back broken items?

We now don’t demand our customers to send back the broken items to save your shipping fee and offer more efficient after-sales service. If your items are broken, unfortunately, please contact us via LiveChat or Email ([email protected]) ASAP with the following information:

Order Number:
Product Name:
Problem Description:
Video/video link:

3. When will I get a replacement?

Generally, we will ship the replacement after approving the problem. When you place your new order, please leave a message in order note to remind us of it, or you can contact us directly.

Sometimes when the replacement is not available, we will ship your order first and leave the replacement sent to you with your next order.

4. Can I cancel my order after it has been placed?

Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. If you cancel your order BEFORE it has been processed and/or shipped, you will be assessed a 20% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.

Invalid Reasons:

Buyer no longer wants the items – this is the most common example that we cannot honour if we want to continue offering great value at Gacoo. The buyer should make sure he or she wants to buy the items before submitting an order, not after.

After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.


Buyer found items cheaper somewhere else – Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.

5. In order to receive your refund please follow the steps below:

Products can only be returned if they are still in their original condition and packaging. Used products or products damaged by the customer will not be eligible for a refund.

To assure your refund please use trackable mail service, we will not be responsible for lost or missing packages. (You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. )

Upon the receipt of your package, your products will be examined and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.
There are certain situations where only partial refunds are granted (if applicable):

  • Any item not in its original condition is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

6. Sale/promotion items(If applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.