Refund policy
Return Policy
At Gota, your satisfaction is our priority. We understand that sometimes a return is necessary, and we want to make that process as simple as possible.
Returns You may return any product purchased from Gota within 30 days of the delivery date. To be eligible, items must be unused, in their original packaging, and in the same condition as when received.
Initiating a Return To start a return, contact our team at hello@trygota.co with your order number, reason for the return, and any supporting photos if applicable. Once approved, you'll receive a Return Authorization (RA) number and instructions on how to proceed.
Return Shipping Costs Customers are responsible for return shipping costs unless the return is due to an error on our part or the item arrives defective or damaged. Shipping delays caused by customs or other circumstances beyond our control are not valid grounds for a return. We recommend using a trackable shipping method.
Damaged or Incorrect Items If your order arrives damaged, defective, or incorrect, you are eligible for a return at no cost to you. Items must be in their original, unused condition. Please ship the return within 14 days of receiving your RA number. Upon inspection, we will issue a replacement or refund based on your preference.
Exchanges Exchanges must be requested within 30 days of delivery. We offer exchanges for items of equal value only. If the replacement item differs in price, you are responsible for the difference. Return shipping costs for exchanges are the customer's responsibility.
Non-Returnable Items All returns must meet the following conditions:
- Items must be unused and in their original condition
- Items must show no signs of damage, unless damage was present upon delivery
In certain cases, Gota may send a replacement without requiring the return of the original item. If the replacement is unsatisfactory, both items must be returned for a refund. This is a one-time exception.
Restocking Fee A 15% restocking fee applies to all returns. This fee may be waived if the item arrived defective, damaged, or was the wrong item and a replacement is unavailable. Waiver requests are reviewed on a case-by-case basis.
Changes to This Policy Gota reserves the right to update this policy at any time. Changes take effect immediately upon posting to www.trygota.co.
Questions? Contact us at hello@trygota.co