Return instructions

Need to return an item to its seller? This step-by-step guide will help you send off the item with peace of mind so you can get your refund, repair, or replacement underway quickly.
Unless you’ve damaged it, you can generally return any item for a full refund or exchange within 30 days of receiving it. Even when those 30 days are over, you're still covered by our 2 year Warranty in case a technical issue comes up and you need to have the product repaired. 

For more information, and to avoid unnecessary delays, take a closer look at our return policy and then follow the steps below.

Contact GogoHello Customer Care

• Log in to your GogoHello account > "My orders" > “VIEW MORE” > "Contact" 
• Follow the prompts, answering the questions about your return.
• When you've reached the confirmation screen, the return process is underway. You'll receive an e-mail with the return label and instructions.         

Prepare your item for its voyage

Step 1. Check your warranty coverage

Please note that if your item has significant physical damage (e.g. broken screen), oxidation (liquid damage), or was opened by a third party, it won’t be covered by the Gogo Hello warranty.

For out-of-warranty items,  the seller will return the device to you unrepaired. 

If the seller is unable to repair the item under the warranty, it doesn’t automatically mean it's unrepairable. You can still take it to a local repair shop. 

Step 2. Send us photos of your item

To avoid a dispute over the condition of your item, please take clear, bright, and, ideally, reflection-free photos that show the buttons and ports on the item. Once we respond to your message regarding your return request, you can attach the photos in the same conversation. If you’re unable to send the photos in a single message, you can send them individually. 

Photos of smartphones and tablets must show:

1. The device with the screen turned on (if possible)
2. The device with the screen turned off
3. Back of the device 
4. Left side 
5. Right side
6. Top side
7. Bottom side

For other types of items

For anything not listed here, your approach should be the same — take good-quality photos of the item, including all of its sides.

Step 3. Back up and/or transfer your data

This section only concerns devices with personal data storage. Think smartphones, tablets, laptops,  — things you can log in to. You can skip this step if you’re returning other types of electronics.

When you return an item, sellers do a whole series of tests on your device and may even completely restore it. So, regardless of why you’re returning it, be it an exchange, refund, or any type of repair, you should always back up your data and remove it beforehand. 

If your device is not working (or at least your screen is not responding), you won’t be able to back up your data, but you can always see if there is a backup on any cloud account you have.

Rest assured, sellers on GogoHello must comply with the strict privacy laws laid out in our Ethics and Compliance Charter. This means that they will never handle your personal data, but it also means that they can’t back it up for you either. So, to help yourself, follow the link for your device below and follow the steps.

 Apple Devices

Step 4.  Disconnect your item from any user account or eSIM

If an iCloud, Google, or Samsung account or eSIM is still active when you send your item, it’ll result in significant delays in processing your refund or exchange. 

Whether you’d like a refund, repair, or exchange, there are several reasons we ask you to deactivate your user accounts and eSIM: 

• To protect your data and privacy
• To make it possible for the seller to restore and repair the device
• To make it possible for another person to use the device if it’s resold

WARNING: You must deactivate your user accounts and eSIM to successfully return a device (e.g. smartphone, laptop, tablet) — otherwise, the seller won’t be able to repair, reuse, or connect to it.

How to deactivate your user account

For Apple Watches, follow these guidelines: What to do before you sell, give away, or trade in your Apple Watch, or buy one from someone else

To remove your AirPods or Beats headphones from Find My, unpair them from Bluetooth settings on each of your devices, then remove them from your devices list

For other Apple devices (iPhone/iPad/MacBook), follow this step-by-step guide:

How to deactivate your user account

For Apple Watches, follow these guidelines: What to do before you sell, give away, or trade in your Apple Watch, or buy one from someone else

To remove your AirPods or Beats headphones from Find My, unpair them from Bluetooth settings on each of your devices, then remove them from your devices list

For other Apple devices (iPhone/iPad/MacBook), follow this step-by-step guide:

Step 6. Pack your item according to our instructions

Electronics need to be packed with quality materials to weather the bumps and bustle of shipping transport. Packing your item with the right materials and methods will help ensure that your fragile, valuable item arrives at the seller undamaged. Here are some basics of good packing:

• Avoid reusing old boxes as they may have lost some of their rigidity and can be refused by the carrier at the time of drop-off.
• The box should be strong and sturdy with double- or triple-walled cardboard.
• Use packing materials such as bubble wrap, airbags, cardboard, or foam peanuts/pellets to wrap and/or securely position your item inside the box so that it can’t move during transit. You don’t want to leave any empty spaces in the box.
• Use pressure-sensitive tape (no cellophane tape, masking tape, string, or rope), and be sure to protect all corners and seams (center and edges).
• Stick the return label on top of the box (you can also place a spare label inside to help identify your shipment in case the original label is detached or damaged).

To be super safe:

• Take photos of the inside of your package and the outside (making sure that the return label is visible). There's no need to send the photos to us at this point, but they're handy to have in case of a dispute with the shipping provider later.
• Ask at the drop-off point for proof that you have handed over the package (This could be a stamp or a piece of paper.)

Step 7. Ship it to the GogoHello

In many cases, contact us first,you’ll receive a return label with the identified shipping carrier. If you’re using UPS, USPS, or FedEx, you have two options: 

Take it to a drop-off point:

1. Find the nearest drop-off point: UPS, USPS, or FedEx.
2. Print and stick the label on your package.
3. Drop the package at the drop-off point.

Schedule the pickup:

1. Make an appointment with USPS or FedEx.
2. Print and stick the label on your package.
3. Your shipping provider will pick up the package at the agreed-upon address.

Please also provide us with your item's tracking information, so we can let the GogoHello know when to expect it.