Refund policy

Gojooasis® is committed to delivering exceptional products and ensuring 100% customer satisfaction. All of our products come with a 30-day return policy and a one-year warranty.

📋 Return Process

Getting your return started is simple. Just follow these three steps:

  1. Contact Us: Email gojooasis@oasisgojo.com with your Order Number and the reason for your return or exchange.

  2. Pack It Up: After receiving our instructions, repack the items in their original packaging.

  3. Processing: Once we receive your package, most returns are processed within 5 business days.

⚖️ Return Policy

To ensure a smooth return process, please note the following guidelines:

  • Window: You have 30 days from the date of delivery to decide if an item is right for you.

  • Condition: Returned items must be unused and in their original packaging.

  • Eligibility: We only accept returns for items shipped and sold by GOJOOASIS. Non-branded products will not be accepted.

  • Documentation: Returns without a valid return request form will not be processed.

  • Shipping Costs: * We do not accept Cash on Delivery (COD).

    • If the return is due to personal reasons (e.g., change of mind), the customer covers the shipping cost.

    • If the return is due to our fault (e.g., damaged or incorrect item), we cover all shipping costs.

🛠️ Return Reasons & Resolutions

We handle every situation specifically to ensure you get the best possible outcome.

Reason Resolution
Product Defects / Manufacturing Flaws Free return & full refund. We cover all shipping. If the main body is severely damaged, we send a brand new pet house; if only accessories are damaged, we send replacements free of charge.
Damaged Upon Arrival Free return & full refund or reshipment of a brand new product. All shipping costs are on us.
Wrong Item / Missing Parts Free return & full refund. We will send the correct replacement product or missing accessories free of charge.
Change of Mind Refund available. However, the customer is responsible for the return shipping costs.
Delivery Delay We promise to ship within 1-3 business days, with expected delivery in 3-8 business days.
Incorrect Shipping Info Please check your info carefully. Contact us immediately if you need to make changes to your order.

❓ Still Have Questions?

If your reason for return isn't listed above, or if you have any additional remarks:

Contact our Support Team: gojooasis@oasisgojo.com 

We are here to help and will do our best to assist you!