Undelivered Orders
If you have not received your order after 7 days, please inform us. We will follow up with the delivery team and either arrange a reshipment or provide a refund.
Order Cancellation
Once payment is completed, the system will automatically process your order and forward it to the warehouse for shipping.
If you request to cancel or modify your order after submission, we will deduct the necessary handling and courier fees before issuing a partial refund.
If your order is canceled due to product unavailability or other issues from the GOwif platform, the full payment amount will be refunded to your original payment account within 7 working days.
Noted: We recommend adding your desired items to the cart or wishlist first and only proceeding to payment after confirming your order, to enjoy a smooth shopping experience.
Eligible Products for After-Sales Support
- Devices with battery damage or malfunction (e.g. vape sticks or disposable vapes).
- Pods or disposable vapes with severe leakage affecting usage.
- Vape sticks or disposable vapes with damaged LED screens.
- Products with damaged charging ports (only applicable to rechargeable disposables or vape sticks, not non-rechargeable ones).
- Pods or disposables producing burnt taste when over 50% of the oil is still remaining.
Products Not Eligible for After-Sales Support
- Undamaged disposable vapes, vape sticks, or pods.
- Malfunction or damage caused by misuse or unauthorized rpairs.
- Damage due to dropping, mishandling, or accidents (e.g. leakage caused by impact).
- Failure or damage due to not following the recommended usage instructions.
- Damage from improper use, such as water exposure, spills, or fire (e.g. charging port damage from water ingress).
- Cosmetic damage or surface scratches due to brushed finish.
- Any modified products.
- Defects caused by normal wear and tear or product aging.
- Products not inspected within 2 days of delivery and outside the warranty period.
- Clearance items, promotional giveaways, or discontinued products.
- Products returned due to personal preference or purchasing errors (e.g. wrong model despite clear labeling).
- Used-up products after a few days of use.
- Expired products due to delayed usage after purchasing items close to the expiry date.
- Lost products due to customer negligence.
- Delivery issues caused by incorrect or incomplete address.
- Rechargeable claims on clearly labeled non-rechargeable products.
- Returns due to failure to understand product details or discount terms.
Start Online Return / Exchange
You can contact customer service via GOwif.com or the GOwif mobile app to initiate a return or exchange.
Quality-Related Replacement / Repair Services
- If you believe your GOwif product has a quality issue, please contact us following the after-sales policy and send the product to the designated address.
- We will inspect the product. If a quality issue is confirmed, we will proceed with a replacement or repair at no cost.
- Shipping fees for quality-related returns/exchanges will be borne by us.
Replacements - Applicable within 15 days from the date you receive the product.
- Once we receive the returned item, a new product will be sent out within 2 working days.
Repairs
- Free repair is available within the 6-month warranty period from the date of receipt.
- If the item is irreparable or repair cost is too high, a replacement will be provided.
- Repaired/replaced products will be sent out within 2 working days after receipt.
After-Sales Request Rejection
If your after-sales request is rejected, you will receive an official email notification from us.
Possible reasons for rejection:
- Request made after the eligible period.
- Product shows excessive wear or usage signs.
- Product is not eligible for after-sales or has been used.
- Order number or return information cannot be found.
- The item was not purchased from the GOwif platform.