GoTAK products are made to order and, in the case of EUDs, custom-provisioned to your configuration. All sales are final. This article explains what that means in practice, the narrow circumstances in which we will consider a return, and the separate — and much more favourable — path for a shipment that arrives damaged.
All sales are final
Every kit is built to order and every EUD is provisioned to the configuration you chose. Because of that, we do not accept returns or issue refunds as a standard policy.
The practical consequence: choose your configuration carefully before you order. If you are unsure which setup fits your mission, talk to us first — sales@getgotak.com or book a call. Pre-order questions are free; a wrong configuration is not.
Discretionary returns
We reserve the right, at our sole discretion, to approve a return in exceptional circumstances. All of the following must be true before one will be considered:
- Unused and undamaged — items in original condition.
- Complete package — every component from the original shipment returned.
- Prior authorisation — you contacted us and received return authorisation before shipping anything back.
Do not ship anything back without authorisation. An unannounced return cannot be processed.
If a return is approved
- A 20% restocking fee applies, covering inspection, repackaging, and restocking.
- You pay return shipping, and you are responsible for packaging the item so it survives transit.
- We are not liable for damage or loss in return shipping. Use a trackable service and buy insurance.
Approval is never guaranteed, even where all the conditions above are met.
Damaged, lost, or stolen shipments — a different path
This is not a return, and the rules are different. Do not go through the returns process for it.
Title and risk of loss pass to you when we hand the shipment to the carrier, so resolution runs through a carrier claim rather than a refund.
If your shipment arrives damaged, or tracking shows delivered but nothing arrived, contact sales@getgotak.com within 7 days and we will help you file the claim.
The 7-day window is what the carriers allow us. Outside it, claims become substantially harder and sometimes impossible — so report it the day you notice, even if you have not finished assessing the damage.
To speed a claim along, include:
- Your order number
- Photographs of the outer packaging and the damaged item
- The tracking number
For high-value shipments we recommend insurance. Where available, the cost appears at checkout.
Faulty hardware
A device that arrives working and then fails is a hardware fault, not a return. Email sales@getgotak.com with your order number and a description of the fault — what it does, and what you have already tried — and the orders team will take it from there.
Note that the Dual-Band Maximus Antenna carries a lifetime warranty against manufacturing defects.
Cancelling an order
Because items are built and provisioned to order, a build may already be underway. If you need to cancel, contact sales@getgotak.com as early as possible with your order number. We will tell you honestly where the order stands.
If the reason you want to cancel is that an order is taking longer than you expected, read Shipping, lead times, and order status first — many made-to-order items have lead times measured in weeks by design, and the order may be on schedule.
Full policy
This article is a practical summary. The governing document is the Refund Policy; where the two differ, the policy controls.
Still need help?
- Returns, damage claims, and faults — sales@getgotak.com with your order number, or (757) 910-0259, Monday–Friday, 9–5 ET.
- Agency, defence, and procurement — book a call.
