Returns & Refunds Policy

GoviLoop accepts returns in one situation only: the item arrived damaged, faulty, or is not the item you ordered. We do not accept change-of-mind returns. Every claim must be supported by an unbroken, unedited unboxing video, must reach us within 7 days of delivery, and is handled entirely by e-mail at support@goviloop.com.

Returns at a glance

The unboxing video is mandatory

Every item leaves our warehouse photographed and sealed, and the parcel travels 15–21 business days through several carriers. The only way to tell a packing error or transit damage from damage that happened after delivery is a continuous video of the parcel being opened.

For a claim to be accepted the video must:

• start before the parcel is opened, showing the outer packaging sealed and intact, with the shipping label legible;
• run without stopping, cutting, splicing or editing from that first frame until the item is fully unwrapped and the fault is visible;
• be in focus and bright enough to see the item and the packaging clearly;
• show the whole item, not only the damaged part.

We cannot accept photographs on their own, a video that begins with the parcel already open, or a video that has been trimmed, sped up or joined from several clips. If there is no qualifying video, there is no claim — so please film the opening of every GoviLoop parcel before you break the seal.

How to make a claim

1. Within 7 days of delivery, e-mail support@goviloop.com.
2. Put your order number in the subject line.
3. Attach the unboxing video (or a link to it — a cloud-drive or file-transfer link is fine as long as it stays available) and photographs of the fault, the item and the outer packaging.
4. Describe in one or two sentences what is wrong.

We confirm receipt within 1 business day and give you a decision within 2 business days of having everything we need. If we need the item back we e-mail you an RMA number and a prepaid label; never send anything back before you have an RMA number, and never send it to our Denver office.

What happens next

• Replacement. Where the same item is in stock, we ship a free replacement. You do not pay shipping on it.
• Refund. Where the item is out of stock, or you prefer a refund, we refund the item in full, including any express shipping you paid.
• Return of the item. For most faults we do not ask for the item back. If we do, we pay the return postage and send you a prepaid label with your RMA number.

You never pay a restocking fee, a return postage fee or a handling fee on an approved claim.

No change-of-mind returns

Because every order is shipped individually from Hong Kong, we cannot take items back simply because you have changed your mind, ordered the wrong one, or no longer want it. Please read the product page, the specifications and the photographs carefully before you order, and e-mail us at support@goviloop.com with any question first — we would far rather answer a question before the order than disappoint you after it.

This does not affect your rights where an item is genuinely faulty, damaged or misdescribed.

UK and EU right of withdrawal

Consumers in the United Kingdom and in the EU countries we deliver to have a statutory right to withdraw from a distance purchase within 14 days of receiving it, without giving a reason. That right applies in those countries whatever this page says, and nothing here limits it. To exercise it, e-mail support@goviloop.com within 14 days of delivery. We refund the price of the item and the standard delivery cost (which is zero, as standard delivery is free); you pay the direct cost of returning the item to our Hong Kong warehouse. Customers outside the UK and the EU do not have this right and are covered by the fault-only policy above.

Refunds

Approved refunds are issued to the original payment method within 5 business days of approval, or of the returned item arriving and passing inspection where we asked for it back. We e-mail you when the refund is sent.

How long the money then takes to appear is up to your bank or card issuer, typically another 3–10 business days. Prices include taxes and import duties, so those are refunded as part of the item price. Express shipping is refunded where the fault is ours; free standard shipping has nothing to refund.

Cancelling an order

E-mail us as soon as possible. While the order is still being prepared we can cancel it and refund you in full within 5 business days. Once the parcel has been handed to the carrier it cannot be recalled, and the fault-only policy on this page applies from delivery.

Faults that appear later

The 7-day window covers damage and faults present on arrival. If a manufacturing fault appears later in normal use, e-mail support@goviloop.com with your order number, photographs and a description. We assess these case by case and will say honestly whether we can help. Nothing on this page limits any statutory right you have in your country of residence in respect of goods that are not as described, not of satisfactory quality or not fit for purpose.

Return address

Only send an item back after we have e-mailed you an RMA number.

GoviLoop Returns
Unit 208-209 & 410, Hutchison Logistics Centre
18 Container Port Road South
Kwai Chung, New Territories
Hong Kong

Write the RMA number on the outside of the parcel. Parcels sent without one cannot be matched to an order and may be refused. Do not send returns to our office at 1500 N Grant St, Ste N, Denver, CO 80203 — it is a correspondence address with no warehouse.

Contact

Returns, replacements and refunds are handled by e-mail only: support@goviloop.com. We reply within 1 business day, Monday to Friday, 9:00 AM – 5:30 PM Pacific Time.