Refund policy

At GoNative, we want you to love what washing dishes does for your hands — not just tolerate it. That's why every order is covered two ways: our Feel-the-Difference Guarantee for trying the product, and your standard return rights below.

Our Feel-the-Difference Guarantee

Use GoNative as your everyday dishwashing liquid for up to 14 days. If your hands don't feel calmer and less dry, email us at care@gonative.com.my — or simply reply to your order confirmation, and we'll refund your order in full.

Because this is a try-it guarantee, you don't need to return unused product to qualify — we know you have to actually use it to feel the difference. One claim per customer.

Standard 30-day returns

Separately from the guarantee above, you have 30 days from the date you receive your item to request a return for any other reason.

Eligibility

To be eligible for a standard return, your item must be unused, in the same condition you received it, and in its original packaging. You'll also need the receipt or proof of purchase. (This unused-condition requirement does not apply to Feel-the-Difference Guarantee claims, described above.)

The following items cannot be returned: clearance items and gift cards that have been opened or used. If you have questions about a specific item, contact us before requesting a return.

How to start a return

Email us at care@gonative.com.my with your order number and reason for return. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Return shipping costs are the customer's responsibility, except where the item is defective, damaged, or incorrect. Original shipping fees are non-refundable.

Damages and issues

Please inspect your order on delivery. If your item is defective, damaged, or incorrect, contact us within 7 days of receipt at care@gonative.com.my so we can make it right. In these cases, we'll cover return shipping.

Refunds

We'll notify you once we've received and inspected your return — or, for a Feel-the-Difference Guarantee claim, once we've confirmed it — and let you know whether your refund is approved. If approved, you'll be refunded automatically to your original payment method within 14 business days. Please note your bank or credit card company may take additional time to process and post the refund.

If more than 14 business days have passed since your refund was approved and you haven't received it, contact us at care@gonative.com.my.

Exchanges

We do not offer direct exchanges. If you'd like a different item, request a return for the original and place a new order once your return is accepted.

Questions? Contact us anytime at care@gonative.com.my.