Email admin@getgocha.com with your order number and a one-line reason, or open a ticket on our contact page. For damaged or defective items please attach photos of the product and the outer box — it usually lets us approve the claim on the spot.

We normally reply with a return authorisation and the return address within one business day. Please don't ship anything back before you receive it — unauthorised parcels cannot be matched to an order and we may not be able to refund them.

• We pay when the item arrived damaged, defective, incomplete or is not what you ordered. We email you a prepaid label.
• You pay when you changed your mind or ordered the wrong variant. Please use a tracked service and keep the receipt — we can only refund a return we can confirm was delivered to us.

Until a return reaches our warehouse it remains your responsibility, so pack it well enough to survive the trip back.

Once your return is received and inspected at the warehouse — typically 2–5 business days after it arrives — we issue the refund to your original payment method. Your bank or card issuer then usually takes a further 5–10 business days to post it; that part is outside our control.

Refunds cover the price you actually paid for the returned item, including any discount applied at checkout. Shipping charges, where any were paid, are refunded only when the return is our fault. We email you as soon as the refund is issued.

If a promotion required a minimum spend and a return drops your order below it, the value of that promotion may be deducted from the refund.

We don't process direct swaps, because stock moves too quickly to hold an item while a return is in transit. The fastest route is to place a new order for the variant you want and return the original for a refund under this policy.

• Requests made more than 30 days after delivery.
• Products with clear signs of use, or damage caused after delivery.
• Items missing parts, accessories or original packaging where that packaging is part of the product.
• Items returned without a return authorisation from us.
• Gift cards and promotional free items.
• Products sealed for hygiene or safety reasons once that seal is broken.

If a return arrives outside these rules we contact you before doing anything — we'll either send the item back to you at no cost or agree a partial refund with you first.

Orders are released to the fulfillment center within minutes of payment, so a cancellation is only possible in the short window before that happens. Write to us straight away and we will try. If the parcel has already shipped, refuse the delivery or return it under the 30-day policy above — and please tell us either way, so we can watch for the parcel and refund you once it is back.

If a product fails through a manufacturing defect rather than normal wear, misuse, accidental damage or ordinary consumable parts, contact support with your order number and photos or a short video. We assess each case individually and, where the claim is confirmed, repair, replace or refund the item. Where a manufacturer offers its own warranty on a product, that warranty applies in addition to this policy and to your statutory rights.

Every core Gocha product carries a 90-day limited warranty from the delivery date against manufacturing defects in materials and workmanship, for the original purchaser. Where a claim is confirmed we repair, replace or refund the item at our option, and we cover the shipping both ways.

The warranty does not cover normal wear, cosmetic marks, misuse, accidental damage, unauthorised repair, commercial overuse, or consumable and wear parts such as seals, gaskets, batteries and bands. To claim, email admin@getgocha.com with your order number and photos or a short video of the fault. This warranty is in addition to — and never replaces — your statutory consumer rights.

Gocha Finds items ship from our sourcing partner's warehouses, so their returns run on a slightly different track: the same 30-day window and the same rules above apply, but always request a return authorisation first — the return address depends on where the item shipped from, and we will usually give you a US return address rather than an overseas one.

Finds items are covered by our faulty-product process above and by any manufacturer warranty, rather than by the 90-day Gocha limited warranty. If a Finds item arrives damaged or faulty, we cover it exactly the same way: a replacement or a full refund at no cost to you.