Returns & Refunds Policy
At Gooy, we want you to be completely satisfied with your purchase of pantry staples. If for any reason you’re not, we’re here to help. Please review our policy below for details on returns and refunds.
Our Return Policy
- Eligibility Window: You may return most unopened, unused items within 30 days of your purchase date.
- Condition of Items: Returned items must be in their original, unopened packaging, in the same condition that you received them, and suitable for resale.
- Non-Returnable Items:
- Perishable Goods: For safety and quality reasons, we cannot accept returns on perishable items (e.g., fresh produce, refrigerated items, or items with a very short shelf life at the time of purchase) unless they arrived damaged or spoiled.
- Opened Items: We cannot accept returns on items that have been opened or partially used, unless the product is defective or damaged upon arrival.
- Gift Cards: Gift cards are non-returnable and non-refundable.
- Clearance/Final Sale Items: Items marked as “final sale” or “clearance” are not eligible for return.
How to Initiate a Return
- Contact Us: To start a return, please contact our customer service team at [email protected] or call us at +1 (915) 684-1480. Please provide your order number and the reason for your return.
- Return Authorization: Our team will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and instructions on how to send your item(s) back. Please do not send items back without an RMA number, as this may delay your refund or result in the item not being accepted.
- Packaging: Securely pack the item(s) you are returning in original packaging, if possible. Include your RMA number clearly on the outside of the package.
- Shipping: You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Refunds
- Inspection: Once we receive your returned item, we will inspect it to ensure it meets our return policy criteria.
- Processing Time: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. Please note that it may take some time for your bank or credit card company to post the refund.
- Partial Refunds: In certain situations, partial refunds may be granted (e.g., if items are not in their original condition, are damaged for reasons not due to our error, or are returned more than 30 days after delivery).
Damaged or Incorrect Items
- If your order arrives damaged, spoiled, or if you receive the wrong item, please contact us immediately (within 48 hours of delivery) at [email protected] or +1 (915) 684-1480.
- Please provide your order number and photographic evidence of the damage or incorrect item. We will work quickly to resolve the issue by offering a replacement or a full refund, including any shipping costs.
Questions?
If you have any questions about our Returns & Refunds Policy, please don’t hesitate to reach out to our customer service team. We’re here to help make your experience with Gooy as smooth as possible.