You have 30 days from the day your parcel is delivered to start a return — the window runs from the delivery date, not from the day you ordered.
Returns at a glance
| Return 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 | prepaid or self-paid FedEx label issued with an RMA number |
| Who pays return postage | The customer pays return postage on change-of-mind returns; GoviLoop pays it when the item arrived 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 |
| Exchanges | Size exchanges are available once per order at no extra shipping cost |
What can be returned
Anything that is 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. We check returns against these conditions and we will tell you specifically what failed if we cannot accept one.
What cannot be returned
- Items returned 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 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 below and always at our cost.
How to return something
- E-mail support@goviloop.com with your order number, the item, and the reason. Photos help for anything damaged.
- We reply within 1 business day with a Return Merchandise Authorisation (RMA) number and the return address. Please do not send anything back before you have the RMA number — unlabelled parcels cannot be matched to an order and delay the refund.
- Pack the item securely, write the RMA number on the outside of the parcel, and send it to the return address we give you.
- Send us the tracking number. We e-mail you when the parcel arrives and again when the refund is issued.
Who pays the return postage
| Situation | Return label | Original shipping refunded? |
|---|---|---|
| You changed your mind, ordered the wrong size or no longer want the item | You pay return postage. You may use any carrier, or ask us for a prepaid label and we will deduct its cost from the refund. | No |
| Item arrived damaged, faulty, or is not what you ordered | We e-mail you a prepaid label. You pay nothing. | Yes, in full |
| We shipped late beyond the quoted window and you no longer want the order | We e-mail you a prepaid label. You pay nothing. | Yes, in full |
There is no restocking fee on any return.
Refunds
Refunds are issued to the original payment method — the PayPal account or the card used at checkout. We issue the refund within 5 business days of the return arriving and passing inspection, and we e-mail you when it 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. Original outbound shipping is refunded only in the situations marked “yes” in the table above. If a free-shipping order drops below the $59 threshold because of a partial return, the shipping cost we originally absorbed is deducted from the refund; we always show you that figure before we process it.
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 order 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. Once the parcel has shipped, cancellation becomes a standard return.
Faulty items after the return window
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 use, e-mail us with the order number and photographs and we will take it up with the manufacturer and arrange a repair, replacement or refund. Fair wear and tear, misuse and commercial-gym use are not covered.
Return address
Returns are received at our fulfilment centre. Please request an RMA number first — the address is confirmed in that e-mail.
GoviLoop — Returns
2553 Neptune Pl
Port Hueneme, CA 93041
United States