Requirements
We accept qualifying returns but not exchanges. Refunds are issued once returned products clear our inspection.
Full Refund Eligibility
An item is eligible for a full refund if:
- You submit a return request within 24 hours of payment AND your order status is still "Pending" (if you receive a "Ready for Shipment" notification, please contact customer service), OR
- Your order is delayed more than 10 days since payment and you have not received any delay notification, OR
- The ordered item is out of stock
Return Acceptance
We accept returns if:
- You receive a product different from your order, OR
- You receive a defective product
Return Instructions
Step 1: Email us at sales@gorack.com with your return request. Include:
- Photos of the received product(s)
- Item code
- Order number
- Reason for return
Step 2: A customer service representative will contact you by email or phone to assist you
Step 3: Return items in their original condition, including:
- All tags and packaging
- A note with your order number and name
Important Notes
- Returns are accepted ONLY if you follow the instructions above and your return request is approved by our staff
- Returns shipped without prior approval will not be accepted
- Return shipping fees caused by our error will be paid by the company
- If EMS cash-on-delivery is not available, scan your return receipt and either mail it with the returned item or post an image on our forum
- Shipping fees will be refunded once the returned item arrives