Cancellation, Return & Refund Policy

Scope of This Policy

This policy provides general guidance for cancellation, return, replacement, and refund requests relating to products supplied through GoGecko. A quotation, purchase order, invoice, client agreement, manufacturer warranty, or written product-specific term may establish different conditions and will govern that transaction where applicable.

The ordering platform does not currently collect public online payments. Approved credits and refunds are processed through the payment or account-reconciliation method agreed with the client.

Order Cancellation

• Request cancellation as soon as possible through the official support channel, quoting the order number and reason.
• An order may generally be cancelled before sourcing, customization, packing, dispatch, or other committed fulfilment work begins.
• Cancellation is not automatic after approval or submission; GoGecko will confirm whether the request can be accepted.
• Special-order, customized, branded, perishable, hygiene-sensitive, clearance, or specifically procured items may not be cancellable once committed.

Damaged, Defective, or Incorrect Items

Inspect the shipment promptly at delivery. Report visible damage, shortage, incorrect items, or manufacturing defects without unreasonable delay using the support details on our website.

• Provide the order number, item details, quantity affected, photographs, packaging evidence, and delivery-document details.
• Keep affected products and original packaging available for verification or collection.
• Do not use, alter, install, consume, or dispose of an item for which a return or replacement is requested unless instructed.
• After verification, GoGecko may arrange replacement, correction, collection, account credit, or refund as appropriate.

Return Eligibility

Change-of-mind returns are not guaranteed for business orders and require prior written authorization. Eligibility depends on product condition, supplier terms, shelf life, packaging, customization, and the applicable commercial agreement.

• Returned goods must be unused, complete, and in saleable original packaging unless the item is defective.
• Authorized return instructions, collection method, and any applicable restocking or logistics cost will be confirmed in writing.
• Sending goods back without authorization does not guarantee acceptance, credit, or refund.

Common Exclusions

• Customized, branded, made-to-order, or specially sourced products after work or procurement has begun.
• Opened consumables, food-contact items, personal-use products, or hygiene-sensitive goods unless defective or incorrectly supplied.
• Damage caused by improper storage, handling, installation, misuse, normal wear, or use contrary to instructions.
• Minor appearance or packaging variations that do not affect agreed function or specification.
• Requests unsupported by sufficient order, delivery, product, or condition evidence.

Credits, Replacements, and Refunds

Approved resolutions may take the form of replacement, repair where applicable, missing-item fulfilment, invoice correction, credit note, account adjustment, or monetary refund. The appropriate remedy depends on the issue, stock availability, supplier terms, and applicable law.

Any approved monetary refund will be processed through the agreed business payment channel after verification and required documentation. Bank and accounting processing times may apply.

How to Request Support

• Contact GoGecko through the published email or phone details.
• Provide the client and branch name, order number, affected items, quantities, reason, and supporting evidence.
• Wait for confirmation and return instructions before dispatching any goods.
• Cooperate with reasonable inspection, collection, supplier, courier, tax, and credit-note requirements.