Refund and Returns Policy

Thank you for shopping with Goke. We want you to love your purchase! However, if you are not entirely satisfied, we are here to help.

Because we use the pudo locker network (powered by The Courier Guy) for our logistics, our return process is straightforward, affordable, and flexible. Please read our guidelines below.

1. Return Windows & Eligibility

Return Window: You have 14 days from the day your package was delivered or collected from a locker to log a return request.
Item Condition: To be eligible for a return, your item must be unused, damaged, in the same condition that you received it, and in its original packaging.
Exclusions: For safety reasons, we do not accept returns on shattered bottles and final sale items.

2. Who Covers the Return Shipping Cost?

Change of Mind / Incorrect Size: A flat return fee of R60.00 will be deducted from your final refund amount to cover the pudo-to-locker shipping fee.
Damaged or Incorrect Items: If we sent you the wrong item or it arrived damaged, Goke will cover 100% of the pudo return cost.

3. The Step-by-Step Return Flow

To return an item, please follow these exact steps to ensure your refund is processed smoothly:

Step 1: Log Your Request Email us at gokemanagement@gmail.com or message us on WhatsApp at 065 828 6631 with your order number, the item you wish to return, and the reason for the return.
Step 2: Receive Your Pudo Drop-Off PIN Once your return is approved, we will book a pudo shipment on our end and send you a unique pudo Deposit PIN via email or SMS, along with the details of our destination locker.
Step 3: Package & Drop Off Securely pack the item (preferably in its original shipping bag/box). Head to any convenient pudo locker nationwide, select “Drop Off” on the screen, type in your Deposit PIN, place the parcel in the locker that opens, and close the door firmly.
Step 4: Inspection & Refund Once the package arrives at our destination locker, we will collect and inspect it. If approved, your refund or store credit will be processed within 3–5 business days.

4. Important Pudo-Specific Clauses (Terms & Conditions)

Please take note of these critical logistics rules regarding your shipments:

Uncollected Outbound Packages

When we ship your order to you via pudo, you have 36 hours from the moment you receive your collection PIN from pudo to pick up your package.

If you fail to collect your package within this window and it is sent back to our headquarters by the courier, you will be held liable for the return shipping fee and a R50.00 handling fee before we can re-ship your items.

Expired Return PINs

Once we approve your return and issue you a pudo Deposit PIN, that PIN is valid for 5 days only.

If you do not drop the package off at a pudo locker within this 5-day window, the PIN will expire, your return window will officially close, and a new PIN will not be generated.

Size and Packaging Constraints

Pudo cannot accept packages that exceed their maximum locker dimensions (60cm x 41cm x 69cm) or weigh more than 20kg.

You are responsible for ensuring the returned item is packed securely. If an item arrives back to us damaged due to inadequate or poor packaging, we reserve the right to deny the refund or deduct a damages fee from your final payout.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at gokemanagement@gmail.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at gokemanagement@gmail.com

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.