Refund and Warranty

1. Scope of Application

This policy applies to products and accessories purchased through GOKO’s official channels and may be adjusted in accordance with local laws and regulations in different regions. For products purchased through unofficial channels, authorized dealers, or third-party platforms, the return and exchange policy of the respective channel shall apply, unless otherwise required by law.

GOKO’s official website is not responsible for returns or exchanges of such products; for return or exchange services or any related inquiries, please contact the seller of the original purchase channel directly.

Please note that GOKO’s after-sales service policy does not cover commercial use. For information regarding commercial applications, please contact GOKO Customer Support.

2. Order Cancellation Policy

Cancellation Before Shipment

You may request to cancel your order at any time before it ships. Once the cancellation is processed, your payment will be refunded via the original payment method. Please note that a processing fee of up to 5% of the order value may apply.

Cancellation After Shipment

Once your order has shipped, we will attempt to intercept the package on your behalf. If interception is unsuccessful, the package will continue to delivery, and we kindly ask that you refuse the shipment upon arrival. Please note that the actual shipping costs incurred (including outbound and return freight), along with an order processing fee of 5%–10% of the order value, may apply.

The above fees will be deducted from your refund. The exact amount will be calculated based on actual costs and communicated to you in advance.

3. Return & Exchange Policy

Return Policy

For all GOKO products purchased through our official website, return requests must be submitted within 30 days of receiving your order. Requests submitted after this period will not be accepted. Once your return request has been approved, the product must be sent back within 7 days.

Return Requirements

1). A valid proof of purchase must be provided, such as the original order number, invoice, or receipt.

2). The product must be returned together with all original accessories, manuals, and packaging. Missing, damaged, or replaced items may result in the return being rejected or additional fees being charged.

3). The product must not have been used in any way, including but not limited to mowing, outdoor operation, installation, activation, or device binding. The product must be clean and free from grass stains, dirt, or any visible signs of use.

4). The product must be returned in its original packaging or packaging offering equivalent protection. Customers are strongly advised to retain the original packaging for at least 30 days after delivery.

Return Process

1). Please contact our Customer Support team within the eligible return period to submit a return request. You will need to provide the order number, product model, serial number, proof of purchase, and the reason for the return.

2). You must follow the instructions provided by Customer Support and return the product to the designated warehouse. Our team will provide a Return Merchandise Authorization (RMA) number, the return address, and packaging instructions.

3). After shipping the return, please retain all shipping records and proof of shipment, including the tracking number, delivery receipt, and photos of the package, for reference if needed.

4). Once the returned product is received at our warehouse, we will inspect its condition and verify that it matches the original order, return request, and stated reason for return. If the product shows signs of stains, customer-caused damage, usage, missing accessories, severely damaged packaging, or inconsistencies with the submitted return information, the return request may be rejected. In such cases, you may be responsible for both outbound and return shipping costs, as well as applicable depreciation fees.

Return-Related Fees

1). Shipping Responsibility

• Returns due to personal reasons, including incorrect shipping address information provided by the customer, are subject to return shipping costs borne by the customer.
• Returns for non-quality-related reasons are subject to return shipping costs borne by the customer.
• For returns caused by confirmed manufacturing defects, functional failures, or DOA (Dead on Arrival) issues, GOKO will cover the applicable shipping costs after verification.

2). Depreciation & Handling Fees

GOKO reserves the right to charge a fee of up to 10% of the order value, depending on the actual condition of the returned product, including but not limited to the following situations:

• Incomplete packaging or missing accessories
• Minor signs of use that do not affect product functionality
• Any condition that impacts the product’s ability to be resold as new

Non-Eligible Returns

GOKO reserves the right to reject a return or refund request under the following circumstances:

1). The returned product does not match the original order information

2). The product shows obvious signs of use, including but not limited to grass stains, dirt, or outdoor wear

3). The product has been damaged due to improper handling, misuse, or unauthorized modifications

4). Essential accessories or original packaging are missing

In such cases:

1). The product will be returned to the customer

2). The customer will be responsible for both outbound and return shipping costs

Refund Information

1). Refunds will be issued to the original payment method used for the purchase.

2). Once the returned product has been inspected and approved, the refund will be processed within 7–14 business days and returned through the original payment channel.

3). The actual time required for the refund to appear in your account may vary depending on the processing time of your payment provider or financial institution.

4. Exchange Policy

To ensure a reliable and worry-free ownership experience, GOKO provides exchange services for eligible products in accordance with the following terms and conditions.

Eligibility for Exchange

An exchange request may be accepted under the following circumstances:

1). Within 30 days from the date of delivery, if the received product does not match the order in terms of model, configuration, or quantity.

2). Within 30 days from the date of delivery, if the product develops non-user-caused performance issues, early functional defects, or hardware malfunctions under normal usage conditions.

3). Within 7 days from the date of delivery, if the product suffers from a severe functional failure that prevents normal operation.

4). For cases that do not fall within the conditions listed above, customers may contact GOKO Customer Support for further evaluation. GOKO will determine exchange eligibility based on product inspection results, usage condition, and applicable laws and regulations.

Exchange Process

The exchange process follows the same procedure as the return process:

1). Contact GOKO Customer Support to submit an exchange request and obtain an RMA (Return Merchandise Authorization) number.

2). Return the original product according to the provided instructions.

3). Once the product is received, our warehouse will inspect and verify whether it meets the exchange eligibility requirements.

4). After approval, a replacement product will be arranged and shipped to you.

Fees & Shipping Costs

1). For exchanges caused by confirmed product quality issues or DOA (Dead on Arrival) cases, GOKO will cover the shipping costs for both the return and replacement shipment.

2). For cross-border shipments, customs duties, clearance fees, and any other applicable charges shall be handled by the responsible party in accordance with local laws and regulations.

Exchange Terms

1). In principle, the replacement product will be the same model as the original product. If the original model has been discontinued or is unavailable, GOKO reserves the right to provide a replacement product of equivalent functionality and value.

2). Replacement products may be either brand-new products or certified replacement units/components that meet GOKO’s quality standards.

3). Customers are responsible for ensuring that the returned product includes all original accessories, attachments, and appropriate protective packaging to prevent shipping damage that may affect the exchange process.

Warranty After Exchange

Replacement products, whether complete units or individual components, will continue to be covered under the remaining warranty period of the original order. The warranty period will not restart or be extended as a result of the exchange.

5. Exclusions to Returns, Refunds & Exchanges

GOKO does not accept return, refund, or exchange requests under the following circumstances:

1. The product was not purchased through an official GOKO sales channel, and valid proof of purchase, receipt, or invoice cannot be provided to verify the product’s origin and original condition.
2. The product has been resold, transferred to another owner, or used for rental purposes.
3. The product has been modified, repaired, or had components replaced by unauthorized parties or non-official service providers.
4. Damage caused by accidents, negligence, misuse, or failure to follow the instructions in the user manual, including both cosmetic and functional damage.
5. The product label, serial number, or other identifying information has been altered, tampered with, or removed.
6. Damage or loss caused by natural disasters, war, fire, or other force majeure events.
7. Products that have been opened or used for non quality related return requests.
8. Products returned without prior authorization from GOKO, including returns made without obtaining an RMA (Return Merchandise Authorization) number.
9. Any other circumstances that do not meet the return, refund, or exchange conditions set forth in this policy or applicable laws and regulations.

6. DOA (Dead on Arrival) Policy

Coverage

1). The product is found to have a serious functional defect upon delivery, including but not limited to failure to power on, damage to critical components, or shipping damage that renders the product unusable.

2). Customers are required to inspect the product within 7 days of delivery and submit a DOA claim within this period. Claims submitted after 7 days will be handled in accordance with the standard warranty policy.

Service Process

1). Contact GOKO Customer Support to submit a DOA claim and provide valid proof of purchase (such as the order number, invoice, or receipt), along with a description of the issue. Photos or videos may also be requested for verification purposes. Customers should retain the original packaging, accessories, and manuals for inspection and return processing.

2). Once Customer Support confirms that the case meets the DOA criteria, an RMA (Return Merchandise Authorization) number and return instructions will be provided. The customer must return the product to the designated warehouse in accordance with the provided instructions.

3). After the returned product is received and inspected by the warehouse, eligible products will be replaced with either a brand-new product or a replacement of equivalent functionality and value. The replacement product will continue to be covered under the remaining warranty period of the original order. DOA claims may still be accepted even if the product has been opened or used, provided the reported issue is confirmed during inspection.

Costs & Responsibilities

1). For DOA cases, GOKO will cover the shipping costs for both the return and replacement.

2). For cross-border shipments, any customs duties or clearance fees shall be handled in accordance with local laws and regulations.

7. Warranty Policy

Warranty Service Statement

Warranty Period

GOKO reserves the right to modify its products or warranty coverage at any time. Such changes do not create any obligation for products that were previously sold or delivered.

Warranty Process

When a product experiences an issue, you may request service through the following steps:

1). Submit a Request

Contact GOKO Customer Support and provide your order information, product serial number (SN), and a description of the issue. Photos or videos may be required for further evaluation.

2). Remote Support

For certain issues, our support team may resolve the problem through remote guidance or software adjustments without requiring product return.

3). Inspection & Verification

If further inspection is required, GOKO will provide return instructions. Please obtain an RMA (Return Merchandise Authorization) number before shipping the product.

4). Service & Return

Once the issue is confirmed through inspection, GOKO will provide repair or replacement services and arrange return shipment. Replacement products may be either brand-new units or certified equivalent replacements.

Please note that products must be shipped using the original packaging or equivalent protective packaging. GOKO is not responsible for any damage caused during transportation due to improper packaging.

Warranty Exclusions

The following conditions are not covered under GOKO’s warranty policy:

1). Damage caused by failure to follow the user manual, operating instructions, or applicable laws and regulations.

2). Unauthorized disassembly, repair, or modification of the product.

3). Issues resulting from the use of non-official or incompatible accessories.

4). Altered, removed, or unidentifiable product serial numbers or labels.

5). Normal wear and tear and cosmetic damage, including but not limited to scratches, dents, blade wear, and natural battery degradation.

6). Performance issues caused by external environmental factors, such as signal interference or complex terrain conditions.

7). Damage caused by force majeure or external incidents, including but not limited to flooding, chemical exposure, use outside the specified operating temperature range, high-pressure water jets, earthquakes, impacts or drops, overloading, or animal damage.

8). Products purchased through unofficial channels, second-hand resale items, or items that are lost or stolen after purchase.

9). Defects resulting from repair or maintenance services performed by non-GOKO or non-authorized service providers.

10). Damage caused by rental use or commercial use of the product.

8. Limitation of Liability & Disclaimer

Scope of Liability

Except as expressly stated in this policy, GOKO shall not assume any additional or implied obligations, including but not limited to any warranties or responsibilities related to product usage, maintenance, repair, or service.

Limitation of Damages

To the maximum extent permitted by applicable law, GOKO shall not be liable for any indirect, incidental, special, or consequential damages, including but not limited to:

1). Loss of revenue or profits

2). Data loss

3). Business interruption

4). Loss of business opportunities

5). Inconvenience arising from product failure

This limitation applies regardless of whether such liability is based on contract, tort (including negligence), or any other legal theory, even if GOKO has been advised of the possibility of such damages.

Nature of Services

The after-sales services provided under this policy, including repair, replacement, or technical support, constitute GOKO’s primary remedial measures. Unless otherwise required by applicable law, such services do not constitute any additional compensation or assumption of liability.

Reservation of Statutory Rights

Nothing in this policy shall affect the statutory rights of consumers under applicable local laws. Where mandatory legal provisions apply, such provisions shall prevail.

Jurisdictional Limitations

If certain limitations or exclusions of liability are not permitted under the laws of the user’s jurisdiction, the relevant provisions of this section shall not apply to the extent prohibited by such laws.

9. Shipping & Delivery Policy

Shipping Time

• Pre-order shipments: Refer to the estimated delivery timeline stated on the product page.
• Regular orders: Typically shipped within 1–3 business days after order confirmation (excluding public holidays).

Shipping Methods

Depending on the destination, orders may be fulfilled via international logistics carriers or local delivery services.

Delivery Inspection

Customers are advised to inspect the outer packaging upon delivery. If any damage or abnormal condition is found, please take photos at the time of receipt for reference.

Shipping Risks

For any loss or visible damage occurring during transit, customers should contact GOKO Customer Support within 48 hours after delivery.

Delivery Delays

Delays caused by customs clearance, weather conditions, or logistics disruptions may occur. GOKO will assist in tracking and following up on shipments but shall not be held responsible for delays beyond its reasonable control.

10. Legal Notice

This After-Sales Service Policy constitutes the complete agreement between the user and GOKO regarding after-sales services for the product. GOKO reserves the right to interpret this policy within reasonable limits and may update or revise its terms from time to time due to changes in applicable laws and regulations, product or service adjustments, or operational requirements. Any updates will be published on the official website and will take effect from the date of publication.

For orders or services that have already been placed, the policy in effect at the time of the transaction shall generally apply, unless otherwise required by law or where a subsequent version is more favorable to the user.

Nothing in this policy shall affect the statutory rights of consumers under applicable laws in their respective countries or regions. In the event of any conflict with mandatory legal provisions, such laws shall prevail.

To the extent permitted by applicable law, GOKO reserves the right to reasonably interpret and modify this policy. However, such rights shall be exercised in accordance with the principles of fairness and good faith and shall not unreasonably limit or exclude consumers’ statutory rights.

If any provision of this policy is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.