Refund policy
Our Commitment
At GoorNet, we want every family to be completely satisfied with their purchase. If something is not right with your order — whether it is a toy, a push walker, a play kitchen, or a piece of kids furniture — we will work with you to make it right.
Please read this policy carefully before placing your order, as some of our larger products have specific return conditions due to their size and assembly requirements.
30-Day Return Window
We accept return requests within 30 days of the delivery date.
To be eligible for a return, all of the following must apply:
- Item is unused and in its original condition
- Item shows no signs of assembly, play use, or modification
- Item is in its original packaging with all parts, accessories, hardware, and manuals included
- Return request is submitted within 30 days of delivery
- Proof of purchase or order confirmation is provided
Important for assembled products: Once a kids furniture item, push walker, play kitchen, or rocker has been assembled or used, it is generally not eligible for return unless it arrives defective, damaged, or incorrect. Please verify dimensions and product details before assembling.
How to Start a Return
- Email support@goornet.com with your order number and reason for return
- Our team will review your request within 1–2 business days
- If approved, you will receive return instructions and the return shipping address
- Pack the item securely in its original packaging and ship using a trackable service within 7 days of receiving return approval
- Once we receive and inspect the item, we will process your refund
Do not ship items back without prior approval. Unauthorized returns may be refused or delayed.
Return Shipping Costs
| Return Reason | Who Pays Return Shipping |
|---|---|
| Defective or damaged item | GoorNet covers return shipping |
| Wrong item received | GoorNet covers return shipping |
| Missing parts or incomplete order | GoorNet covers return shipping |
| Change of mind / no longer needed | Customer is responsible |
| Does not fit space (unassembled) | Customer is responsible |
| Ordered wrong size or color | Customer is responsible |
Please note that return shipping for large items such as play kitchens and kids furniture can be significant due to size and weight. We recommend reviewing all product dimensions carefully before purchasing.
Original outbound shipping fees are non-refundable unless the return is caused by our error.
Damaged, Defective, or Incorrect Items
Please inspect your order carefully upon delivery. If your item arrives damaged, defective, incomplete, or different from what you ordered, contact us within 7 days of delivery at support@goornet.com with:
- Your order number
- Clear photos or videos of the issue
- Photos of the product, all parts, and all packaging
- Photos of the shipping label
- A brief description of the problem
Once reviewed and approved, we will offer one of the following:
- Replacement of the item or missing parts
- Full or partial refund to your original payment method
- Store credit
Non-Returnable Items
The following are not eligible for return or refund:
- Items that have been assembled, used, or played with
- Items returned without original packaging or with missing parts, hardware, or accessories
- Items damaged due to improper assembly, misuse, or conditions outside normal residential use
- Clearance or final sale items marked as non-returnable at time of purchase
- Gift cards
- Items returned without prior written approval from our support team
Refund Processing
Once your return is received and inspected, we will notify you by email of the outcome.
| Outcome | Timeline |
|---|---|
| Refund approved | Processed within 5–10 business days to your original payment method |
| Partial refund | Applied if item is returned incomplete or with minor issues |
| Refund denied | Item returned to you at your expense if conditions are not met |
Please note that your bank or payment provider may require additional time to post the refund to your account after we process it.
Exchanges
We replace items only if they are defective, damaged, or incorrect. We do not offer exchanges for change of mind, color preference, or size.
If you need an exchange due to a product issue, contact us at support@goornet.com with your order number and photos of the problem. Once approved, we will arrange a replacement as quickly as possible.
Missing Parts
If your order arrives with missing parts, hardware, or accessories, contact us within 7 days of delivery with:
- Your order number
- Photos of what was received
- Description of what is missing
Do not attempt to assemble the item with improvised hardware. Contact us first and we will send the correct parts at no cost.
Order Cancellations
Orders may be canceled within 2 hours of placement, provided the order has not yet been processed or dispatched. To request a cancellation, email support@goornet.com immediately with your order number.
Once an order has shipped, it cannot be canceled. You may request a return after delivery in accordance with this policy.
Contact Us
CHARM SHOE HAVEN LLC
Email: support@goornet.com
Address: 5390 E Evans AveDenver, CO 80222, USA
Support Hours: Monday–Saturday, 9 AM – 6 PM (PST)