Refund policy

We strive to provide high-quality products and services to our customers. In principle, we DO NOT accept returns/changes for reasons other than quality issues. However, we understand that there may be situations where you are not completely satisfied with your purchase. If this is the case, please do not hesitate to contact us at service@gootium.com up front for inquiries, and we will do our best to meet your needs.

Quality Issues

If your item arrives damaged, defective, or not as described, we will make it right. Email service@gootium.com with your order number and clear photos of the problem. We’ll respond within 1–2 business days and arrange a replacement, refund, or free return — at no cost to you.

Other Returns & Changes

For reasons other than quality issues, returns and changes are considered on a case-by-case basis. Please contact service@gootium.com first — do not send anything back before we confirm. If we approve a return:

  • The item must be unused and in the same condition you received it, in its original packaging with all tags and included accessories.
  • The customer is responsible for return shipping costs.
  • Retain proof of postage and provide a tracking number.

How to Start a Return

  1. Email service@gootium.com with your order number and the reason for the return.
  2. Our team will confirm eligibility and send you the return address and instructions within 1–2 business days.
  3. Ship the item back using a tracked service, and keep your proof of postage.

Returns sent back without prior authorization cannot be processed.

Refunds

Once we receive and inspect your returned item, we will process your refund to the original payment method within 14 days.

  • If a promotional discount was applied to your order, your refund reflects the actual amount you paid.
  • If a complimentary gift was included, it must be returned with your item.

Late or missing refunds: if you haven’t received your refund after 14 days, please first check your bank account again, then contact your card company or bank, as processing times vary. If it still hasn’t appeared, email service@gootium.com and we’ll trace it for you.

Exchanges

Our inventory moves quickly and sizes or colors can sell out. For the fastest result, we recommend returning your item for a refund and placing a new order for the item you want.

Where Returns Are Handled

Standard return and exchange logistics are handled through our United States and EU warehouses. Wherever you are located, if you have a quality issue, please contact service@gootium.com — we will always work with you to resolve it.