Refund policy
We have a 14-day risk-free return policy, which means you have 14 days after receiving your item to request a return for a refund, exchange, or product credit.
To be eligible for a return, your item must be in the same condition that you received it in its original packaging with receipt or proof of purchase. Skin care products may be returned gently used after they've been opened; we want you to be fully satisfied with your products!
To request a return, visit your customer account portal at https://account.shopgoow.com. You are responsible for return shipping costs. Please request a return prior to shipping a product back to GOOW.
Submit a return request
Click the profile icon in the store's menu, or go to your account page, and log in, then request a return.
Click "Request return" for the order that you want to submit the return for.
If your order has more than one item, then select the items that you want to return.
Select a return reason and add a note for the store.
Click "Request return".
If your return request is approved and requires shipping, then you receive an email with shipping instructions. After the product is returned, you receive a refund.
Damaged packages
Please inspect your order upon reception and contact us within 48 hours of delivery if an item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Include photos of the item/damage in your message.
Exceptions / non-returnable items
A few things can't be returned:
- Perfumes and other flammable liquids. This is shipping regulation, not preference.
- Custom and personalized products, including special orders.
- Gift cards.
- Final Sale items. These are labeled "Final Sale" on the product page before you buy, and are usually clearance or discontinued products.
Using a discount code does not make your order final sale. If you ordered with a coupon, an emailed code, or during a site-wide promotion, your return window works exactly the same as any other order. Only items specifically labeled Final Sale are excluded.
Please get in touch if you have questions or concerns about your specific item.
Refund, Exchange, or Product Credit
We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not. If approved, we'll perform the resolution - you’ll be refunded on your original payment method within 10 business days, or sent a replacement item, or have product credit added to the same account you used to purchase the original item. Please remember it can take some time for your bank or credit card company to process and post a refund. If more than 15 business days have passed since we’ve approved your return and you haven't received the agreed upon resolution, please contact us at shelly@geekoutofwater.com.