1. Order Cancellation
If you wish to cancel your order after it has been placed, please contact our customer service team at service@gancube.com. Please note that once the order has been shipped (with a tracking number updated), it cannot be canceled unless you request a return after receiving the item.
2. Return Policy
2.1 Eligibility for Returns
l Within 14 calendar days on the day after receiving the products.
l The product must have no manufacturing defects. All original packaging, accessories, gifts, and instructional materials must remain intact, undamaged, and unaltered. The product must be unused, unactivated, and in resalable condition.
2.2 We have the right to refuse a return request if:
l It is requested beyond 14 calendar days on the day after receiving the products.
l The product is missing packaging, accessories, free gifts, instructions, or is damaged due to human factors
l The product is not sent back within 7 calendar days after confirming the return request with GANCUBE customer service
2.3 Return Process
To request a return, contact our customer service at service@gancube.com within 7 calendar days of receiving the product. Provide the following information:
l Your order number.
l Clear photos or videos of the product and all accessories in their original condition.
Please note: Customers are responsible for returning the product in its original condition, including the original packaging and manual. Customers must bear the return costs, including shipping fees, customs duties, and any other expenses incurred during the return process.
2.4 Refund Process
l Refunds will be processed within 3–5 business days of receiving the returned item. The approved amount will be credited to the original payment method within 7 business days thereafter.
Note: Original shipping fees are non-refundable and will be deducted from the refund total.
3. Free Replacement Service (Non-smart products)
3.1 Within 14 calendar days of delivery
l Official GANCUBE website purchase with valid product ID card: Free replacement & Free shipping (Free replacement limit: 3 items)
l Official GANCUBE website purchase without valid product ID card: Free replacement & shipping fees payable by the customer. (Free replacement limit: 3 items)
l Non-official GANCUBE website purchase with valid product ID card: Free replacement & shipping fees payable by the customer. (Free replacement limit: 3 items)
3.2 Beyond 14 calendar days of delivery
l Official GANCUBE website purchase (with or without product ID card): Free replacement & shipping fees payable by the customer. (Free replacement limit: 3 items)
l Non-official GANCUBE website purchase with valid product ID card: Free replacement & shipping fees payable by the customer. (Free replacement limit: 3 items)
Note:
l Cases not explicitly listed above fall outside the scope of free replacement services. Customers will be responsible for replacement part costs and shipping fees. For detailed inquiries, please contact our Customer Service Team.
l Free replacement services only apply to standard components of currently available cubes, such as corner pieces, edge pieces, adjustment tools, etc. Excluded: cores, electronic components, limited-edition or discontinued parts, stickers, lubricants, and other consumables.
l Replacement requests exceeding 3 free items will incur additional fees. The total number of replacement parts per cube cannot exceed 5. (including both free and paid replacements).
lFor detailed inquiries, please contact our Customer Service team.
4. Smart Product Replacement Service
4.1 You can request our replacement service if the following conditions are met:
l The product is used according to the manual and there is no human damage or malfunction.
l The product has not been disassembled, modified, or damaged in any way not covered by official guidelines.
l Valid proof of purchase and order number are provided.
4.2 Replacement Terms
l Within 14 calendar days of delivery: Full product replacement at no cost.
l 15–30 calendar days after delivery: Free replacement parts with shipping included.
l Beyond 30 calendar days after delivery: We can offer replacement parts, but the customer must cover the cost (shipping and part fees).
4.3 Replacement Process
a. Contact Customer Support at service@gancube.com.
b. Provide the order number and product model.
c. A detailed description of the issue encountered.
d. Attach supporting evidence (photos or videos) that can clearly show the problem.
2. Replacement Parts Fee List
|
Product Types |
Parts |
Fee |
|
Cube
|
Edge piece |
2 USD / piece |
|
Corner piece |
2 USD / piece |
|
|
Core (non-smart) |
13 USD / piece |
|
|
Center cap |
2 USD / piece |
|
|
Cube Accessories |
Adjustment tool |
2 USD / piece |
|
Small screwdriver |
2 USD / piece |
|
|
Cap opener（only compatible with GAN14 Pro and above models） |
2 USD / piece |
· Note: Unlisted replacement part fees are subject to confirmation by Customer Support.
