Returns & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

IMPORTANT NOTICE: Returns do not apply to Surfboards. Surfboards are not possible to return after the purchase.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@goyojo.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@goyojo.com.

Damages and issues

Free replacement: Customers may reject a package due to significantly shipping damage (functionally affecting using) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.

For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.

*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

A) Minor damage to the outer packaging.
B) Minor scratches or paint loss on the product.
C) Damage to parts or wearing parts after excessive use.
D) Damage to parts or wearing parts after using for a certain while or a certain number of times.

Order Shipment & Logistics

All orders are shipped promptly according to actual stock, with tracking information provided.

We use reliable shipping services, but delays, lost packages, or customs issues may occur.

Lost Packages & Replacement/Refund Policy

If a package is lost during shipping, we will promptly arrange a replacement shipment.

Once the replacement has been successfully delivered, refunds for the original lost item will no longer be accepted.

Customs & Import Responsibilities

For international orders, if the package is returned/destroyed due to lack of customs cooperation, we are not responsible, and no refund will be provided.

Customers should understand local customs and import regulations before purchasing.

Return Conditions

For quality-related issues not caused by human damage, customers may request a return or exchange within 7 days of receiving the product. Photo or video evidence is required to support the claim.

Refund or return requests due to shipping delays, improper usage, non-product-related reasons, or personal preference reasons (such as change of mind, dislike, difference in expectations, or non-functional dissatisfaction) are not eligible for free return or replacement. In such cases, the customer is responsible for the return shipping cost.

Customers may request a return or exchange for non-quality-related reasons within 30 days of receiving the item. A 10% processing fee will apply; however, this fee may be waived if the customer places a replacement order at the time of the request.

Goyojo will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by GOYOJO’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. We will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like all accessories, custom products (such as special orders or personalized items), and used items except in EXTREME cases of breakage/malfunction. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refund

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@goyojo.com.

Return address

The return address will be sent by email or we will arrange for a pick up.

Email : contact@goyojo.com

Phone : +86 190 4708 8827

Address:

Room F01, Unit 97/F
Wah Shing Centre
No. 11 Shing Yip Street, Kwun Tong, KL
Hong Kong

Support : Monday to Saturday 9.30am to 10pm