We offer a 30-day money-back guarantee for eligible products, whether opened or unopened. This guarantee does not apply to consumable or hygienic products, such as makeup, underwear, socks, and similar items.
The 30-day period begins when you receive your order, not when the order is placed. Returns may still be accepted if the product packaging has been opened, provided that the item meets our return requirements.
Please note that we do not offer free returns for standard returns. Our return facility is located in Asia because our warehouse is based there, so approved returns must be sent to our return facility in Asia.
Return processing times may vary depending on the circumstances of each case and how quickly we receive the requested information from the customer. We respond to all customer inquiries, but if communication is paused or an invoice is placed on hold while we wait for the necessary information, the case may take longer to resolve.
Return Requirements
To be eligible for a return or refund under our 30-day guarantee, the following conditions generally apply:
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The product must be in its original condition and include its original bags, labels, tags, manuals, and other included materials.
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The product must not show signs of use or wear.
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The product and its packaging should be in suitable condition for resale. Damage to the outer shipping box caused during transportation does not automatically disqualify a return.
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A receipt or other proof of purchase must be provided.
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For damaged or defective products, we may require clear photos or videos showing the issue.
If an issue is confirmed to be valid, we will work with you to provide the most appropriate solution as soon as possible.
We understand that some customers may prefer to cancel their purchase rather than receive a replacement. Depending on the circumstances, we may offer a replacement product or a gift card equivalent to the order value, in which case you may be allowed to keep the product you received.
Please contact us before sending anything back. Do not send your purchase directly to the manufacturer or to any return address without first contacting our customer service team, as we may be able to provide a simpler solution.
Partial Refunds
In certain situations, only a partial refund may be available, including:
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The item is not in its original condition, is damaged, or is missing parts for reasons not caused by the company. This does not include damage to the outer shipping box caused by transportation.
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The reported issue is subjective or does not indicate an actual defect, such as the product not meeting personal expectations.
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The issue concerns a hygienic product, such as socks, underwear, or similar items.
If you believe you have a valid issue with your order, please contact us. We will review your case and do our best to find a suitable solution.
To submit a return request, contact us at info@shopgorj.com.
Refunds
Once your return has been received and inspected, we will send you an email confirming that we have received it. We will then notify you whether your refund has been approved or declined.
If your refund is approved, it will be processed and issued to your original payment method. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
Late or Missing Refunds
If you have not received your refund:
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Check your bank account again.
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Contact your credit card company or payment provider, as it may take some time for the refund to be officially posted.
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Contact your bank to check whether the refund is still being processed.
If you have completed these steps and still have not received your refund, please contact us at info@shopgorj.com.
Replacement Items
We may offer replacements for items that are defective, damaged, or incorrectly supplied, including the wrong size or color when the error was caused by us.
This does not normally apply to customer errors, such as ordering a size that differs significantly from the intended size, or to damage involving boxes, manuals, or other packaging materials.
If the wrong size or color was selected due to customer error, we may offer a replacement at the company's purchase cost. Shipping costs and any applicable price difference may also apply.
To request a replacement, contact us at info@shopgorj.com. Depending on the circumstances, we may send the replacement item first. If there is an issue with the replacement, we will review the case and determine the appropriate solution.
Shipping
For standard returns, the customer is responsible for the return shipping costs.
Because our return facility is located in Asia, international return shipping may take longer and may cost more than domestic returns. Please contact us before sending anything back, as we may be able to offer an alternative solution depending on your situation.
For approved replacement items, delivery times may vary depending on your location and the shipping method used. We do not maintain a local warehouse, so international shipping times may apply.
Unclaimed Packages
If a package is delivered to a pickup point or representative and the customer is notified but does not collect it, a $15 unclaimed-package fee may apply.
Orders where the package was not collected may be eligible only for a partial refund. This does not apply if the customer was not properly informed that the package was available for collection.
Contact Us
If you have experienced a problem with your order or would like to request a return, refund, or replacement, please contact us before sending the item back.
Email: info@shopgorj.com
Return Address
Important: Do not send your return to the address below without first contacting our customer service team.
We have specific procedures in place for returns, and contacting us first may help you avoid unnecessary return shipping costs or allow us to provide a more suitable solution.
Return address:
No. 301, Building A, Yuanfen Science and Technology Park
No. 58–60, Bulong Road, Dalang Street
Longhua New District, Shenzhen
Guangdong Province, China
VAT Number: [VAT NUMBER]