This Refund Policy explains order cancellation, refunds of shipping charges, and claims for Goorita Send, operated by PT GooSend Andalan Semeru. Goorita Send is a shipping service, so a refund means a refund of the shipping charges you paid to us and, for eligible claims, compensation for the shipped goods.
1. Order Cancellation
Before payment: you can leave an order unpaid at no cost. Every payment must be completed within 24 hours. If it is not, the payment expires and the order is cancelled automatically.
After payment, before pickup or drop-off: contact Customer Service to cancel the order. The shipping charges will be refunded in full, minus any payment gateway fee.
After the parcel has been picked up or dropped off: the order can no longer be cancelled, because the shipment is already being processed. If you ask us to stop it, the parcel may be returned to the sender, and the return shipping costs are charged to the sender.
2. Weight and Dimension Adjustments
Shipping charges are based on the chargeable weight, which is the higher of the actual weight and the volumetric weight (length × width × height in cm ÷ 5,000), rounded up to the next kilogram. Every parcel is weighed and measured at our hub:
If the chargeable weight is lower than declared, the difference is refunded automatically to your Goorita Send account balance.
If the chargeable weight is higher than declared, an adjustment invoice is issued. It must be paid before the parcel is shipped.
3. Eligible Refunds
Cancellations that meet the conditions in section 1;
Duplicate payments for the same order;
Overpayments resulting from a weight or dimension adjustment, or a change of service to a cheaper one;
Shipments that cannot be carried out because of an error or negligence on our side;
Lost or damaged parcels while in our custody, subject to the claim terms in section 5.
4. Non-Refundable Cases
Parcels that are held, seized, returned or destroyed by customs because of prohibited or restricted items, incorrect declarations or incomplete documents;
Import duties, taxes, quarantine fees and other charges imposed by the destination country, unless the shipment was booked as DDP (Delivered Duty Paid);
Delays caused by customs inspection, quarantine, public holidays, weather, transport disruptions or other force majeure events;
Failed deliveries caused by an incorrect or incomplete recipient address or phone number, or by the recipient refusing or not responding to delivery attempts;
Damage caused by inadequate packaging by the sender;
Payment gateway fees, and add-on fees for services that have already been performed (such as Permit or Border Service).
5. Claims for Lost or Damaged Parcels
Claims must be submitted to Customer Service within 7 calendar days of delivery. For a lost parcel, the 7 days start from the end of the estimated delivery date. Please include:
The order ID or tracking number;
Photos of the packaging and the damaged items;
Proof of the item value (commercial invoice or purchase receipt).
Compensation is limited to the declared value of the items. For shipments covered by the AXIA Insurance add-on, compensation follows the insurance terms. For uninsured shipments, compensation follows the limitation of liability in our Terms & Conditions.
6. How Refunds Are Paid
Approved refunds are credited to your Goorita Send account balance. You can use your balance to pay for future shipments.
For orders paid with Credit, the amount is released back to your credit limit, or deducted from your next credit invoice.
If you would like a refund to a bank account instead, contact Customer Service. Bank transfers are made only to an account in the name of the account holder.
We review refund and claim requests within 3 business days. Approved bank transfers are completed within 7–14 business days.
7. Contact Us
For cancellations, refunds or claims, please contact our Customer Service using the contact details shown on this page.