Damaged On Arrival

For your piece of mind, all items come fully insured by GOQ. This means that in rare situations where items are damaged on arrival, we will pay for the damaged item to be sent back to us and a brand new one to be delivered back to you. Please be advised that you will need to contact us within 24 hours from the time the item is received to lodge the claim with evidence of damage (ie: Clear pictures of damaged goods with and without packaging). Any claims made beyond this timeframe will be subjected to our consideration. We hold the right to reject any overdue claims on a reasonable basis.

Change of Mind 

We offer a flexible 14 day returns policy for Change of Mind returns. For us to accept this type of return, product has to be in original, unopened condition with all parts in place. Once accepted, you are liable for sending the goods back at your own cost (including insurance for product return). No credit/refund will be provided for items that appear used or lost/damaged in transit.

Item Not as Specified

In rare circumstances, product descriptions may be slightly inaccurate due to newer models being released or features being added or removed. If you receive a product from us that is not as described on the website, please contact us to lodge your claim and provide evidence on why item is not as specified within 7 days from the date the item was shipped. Once accepted, We pay for postage of the product back to us and provide you with a brand new replacement or credit/refund upon request.

Lodging your Returns Claim 

  1. Contact us via email at goq@goq.my with any evidence of claim as stated on our conditions of return (Refer to our Returns Chart below for a summary of these conditions)
  2. Once accepted, we will provide you with a Return Materials Authorization (RMA) Form to be filled and returned together with your returns parcel.
  3. Once item is received by us, do allow for 3 working days for us to process your return
  4. Refunds made will take 1-7 working days depending on the type of refund

Warranty Claims

Most of our products carry 6 Months Malaysian Manufacturer Warranty. We provide the added service of handling all your warranty claim provided that it is still within the claim period. Contact us at goq@goq.my with your warranty details to start lodging your claim.

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