Returns & Exchange

Welcome to the GORNATION Return & Exchange Portal

It's our highest goal that you're satisfied with our products. Simply insert your order number and e-mail address to start the process.


How long can I send something back?

You can hand in your return or request an exchange up to 1 month after the delivery of your order.  


Which products can I return or exchange?

You can send back all products as long as they are new and unused. Already used, worn or washed items will not be accepted for exchange or return. Please make sure to add all components to the parcel like the user manual or the carrying bag.


Where can I find my order number?

You can either find your order number in your mails or in your Account Details in our shop. The order number always starts with a 2, e.g. 2111117.


How does the return and exchange work? 

  1. Submit request:
    Enter your request via the return & exchange portal above.
    • If your request can be processed automatically, you will immediately receive a confirmation by email.
    • If the request needs manual review, confirmation may take a little longer. In this case, we will check your request within 24 hours (Mon–Fri) and you will receive our feedback by email.
  2. Confirmation & return options:
    In the confirmation email you will find the address of our warehouse.
    • You can return the item(s) with a carrier of your choice at your own expense.
    • Alternatively, you can purchase a UPS return label in the portal. The customer bears the cost of the return.
  3. Inspection & refund/exchange:
    Once your package has arrived, we will inspect the products and initiate the next steps (refund or exchange).

The return should be sent with tracking so you can prove that you sent us a package. In this case, GORNATION assumes the risk of the return; without tracking, the risk lies with the customer.

You can also send us your tracking number – this way we can assign your return faster and process it earlier.


Returns from non-EU countries

Please note: Returns from non-EU countries such as Switzerland, Norway, Great Britain, USA or Canada must be fully cleared through customs. We can only accept packages that have already been cleared. Non-cleared returns will automatically be sent back to the sender.


How to complete customs clearance?

For proper customs clearance, please contact the shipping provider of your choice (e.g. UPS, DHL, FedEx). There you will receive all necessary information to ensure your return is properly declared and cleared before arriving at our warehouse.


My item is damaged

We are sorry if there are any issues with your order. Despite high quality standards and checks, an error can sometimes occur. Please upload a picture of the defect in the portal and we will get back to you immediately with a solution.

You can find the full return policy here. If your question is not answered, check our FAQs or contact us via our contact page.