Two routes, depending on what went wrong. If the item arrived damaged, faulty or is not what you ordered, we send a free replacement and you keep the original. If you simply changed your mind, you have 30 days from the day your parcel is delivered to send it back.
Returns at a glance
| Damaged, faulty or wrong item | Reported within 7 days of delivery with an unbroken unboxing video that starts with the sealed parcel — we ship a free replacement without asking for the item back. You pay nothing and you do not send the item back. |
|---|---|
| Change-of-mind window | 30 days, counted from the day your parcel is delivered (not from the order date) |
| Condition required | Unused, unworn, with all tags and the original packaging |
| How to return | A self-paid tracked parcel to our Hong Kong warehouse, sent against an RMA number |
| Return address | Unit 208-209 & 410, Hutchison Logistics Centre, 18 Container Port Road South, Kwai Chung, New Territories, Hong Kong |
| Who pays return postage | The customer pays return postage on change-of-mind returns; nothing is payable when an item arrives damaged, faulty or was not what was ordered |
| Restocking fee | No restocking fee |
| Refund method | Back to the original payment method |
| Refund timing | Issued within 5 business days of the return arriving at our warehouse, or of an approved fault claim |
| UK and EU customers | Your statutory 14-day right of withdrawal is included in the 30-day window — see below |
Route 1 — damaged, faulty or wrong item
You do not pay anything and you do not post the item back to Hong Kong. We ship a replacement from stock as soon as the claim is approved, and if the item is out of stock we refund you in full instead.
What we need from you
- An unboxing video. One continuous recording that starts with the sealed parcel — showing the shipping label and the intact tape — and runs through opening it until the fault is visible. It does not need to be well filmed; it needs to be unedited and continuous.
- Photographs of the fault and of the outer packaging.
- Your order number, e-mailed with the above to support@goviloop.com within 7 days of delivery.
We reply within 1 business day with a decision. Approved claims are dispatched on the next processing run and you get a fresh tracking number.
Why we ask for a video
Shipping from Hong Kong means we cannot inspect a damaged parcel ourselves without asking you to post it back to Hong Kong, which is slow and expensive for both of us. A continuous unboxing video lets us approve a replacement the same day and file the carrier claim on your behalf. It is the reason this route costs you nothing.
Filming every parcel is a habit worth having, but if you have opened this one without recording, still write to us. We review every claim on its facts — a missing video means we may ask for extra photographs, or ask for the item back at our cost, before approving a replacement. It does not automatically end the matter, and it does not affect your statutory rights over goods that are faulty or not as described.
Route 2 — change of mind
You have 30 days from the day your parcel is delivered — the window runs from the delivery date, not from the day you ordered. The item must be unused, unworn, complete with its tags and in the original packaging. Equipment must be free of chalk, scuffs and floor marks; apparel must be unwashed and free of odour.
How to do it
- E-mail support@goviloop.com with your order number and the item.
- We reply within 1 business day with a Return Merchandise Authorisation (RMA) number and confirm the return address. Please do not send anything back before you have the RMA number — an unlabelled parcel arriving at a bonded warehouse cannot be matched to an order and will delay your refund badly.
- Send the item, tracked, to our Hong Kong warehouse with the RMA number written on the outside. You pay the return postage on a change-of-mind return, and international postage is not cheap — please weigh that up before you order.
- Send us the tracking number. We e-mail you when it arrives and again when the refund is issued.
What cannot be returned this way
- Items sent back after the 30 days window has closed.
- Used or visibly worn equipment and apparel, or items missing parts, tags or packaging.
- Products sold as clearance and marked “final sale” on the product page. This is always stated on the listing before you buy; if it is not stated, the item is returnable.
- For hygiene reasons: mouthguards, and any item whose sealed hygiene packaging has been opened.
None of these exclusions apply to a faulty, damaged or incorrectly supplied item — those are covered by Route 1, always at our cost.
UK and EU right of withdrawal
If you are a consumer in the United Kingdom or one of the EU countries we deliver to, you also have a statutory right to withdraw from your order within 14 days of delivery without giving a reason. Our 30-day change-of-mind window is longer and includes that right. To withdraw, e-mail support@goviloop.com with your order number — a clear statement that you want to cancel is enough.
When you withdraw within those 14 days we refund the item price and the original delivery charge, up to the cost of our least expensive delivery option to your country (DHL, US$35). You pay the direct cost of sending the item back. The refund is made within 14 days of us receiving the item, or proof that you have sent it, whichever comes first — in practice we issue it within 5 business days. This does not affect any other statutory right you have over goods that are faulty or not as described.
Who pays what
| Situation | Return postage | Original shipping refunded? |
|---|---|---|
| Item arrived damaged, faulty, or is not what you ordered | Nothing to pay — no return required | Yes, in full |
| We shipped late beyond the quoted window and you no longer want the order | Nothing to pay | Yes, in full |
| UK or EU customer withdrawing within 14 days of delivery | You pay, tracked, to our Hong Kong warehouse | Yes, up to US$35 |
| You changed your mind or ordered the wrong size | You pay, tracked, to our Hong Kong warehouse | No |
There is no restocking fee on any return.
Refunds
Refunds go to the original payment method — the PayPal account or the card used at checkout. We issue them within 5 business days of a fault claim being approved, or of a change-of-mind return arriving and passing inspection, and we e-mail you when the refund goes out. How quickly it appears on your statement is up to your bank or PayPal, typically 3–10 business days after we issue it.
We refund the price you paid for the item, which already includes its taxes and import duties. Original outbound shipping is refunded in the situations marked “yes” in the table above. Refunds are made in U.S. dollars, the currency you paid in; if your card is in another currency, your bank’s conversion rate on the day applies.
Exchanges
Size exchanges are available once per order and we cover the outbound postage on the replacement. E-mail support@goviloop.com with the order number and the size you need. If the item you want is out of stock we will offer a refund instead rather than leave you waiting.
Cancelling an order
You can cancel free of charge at any point before the parcel is handed to the carrier — in practice that means within 1–2 business days of ordering. E-mail support@goviloop.com with the order number and you are refunded in full, shipping included. Once the parcel has shipped and export paperwork is filed, cancellation becomes a return.
Faults that appear later
The 30 days window covers change of mind. It does not limit your rights over a product that fails through a manufacturing defect. If something breaks in normal home use, e-mail us with the order number and photographs and we will take it up with the manufacturer and arrange a replacement or refund. Fair wear and tear, misuse and commercial-gym use are not covered.
Return address
Returns are received at our fulfilment warehouse. Request an RMA number first — the address and the correct customs declaration wording are confirmed in that e-mail, and a return sent without them can be refused entry. Do not send returns to our registered office in California.
GoviLoop — Returns (RMA required)
Unit 208-209 & 410
Hutchison Logistics Centre
18 Container Port Road South
Kwai Chung, New Territories
Hong Kong
Questions about this policy?
Write to support@goviloop.com and a person will answer within 1 business day. If anything on this page turns out to be unclear or wrong, tell us and we will fix the page.