Gomla

Returns & Exchange Policy

GOMLA Policies for Purchases, Orders, Returns, and Exchanges 
We at GOMLA create a unique and comfortable shopping experience, with return and exchange policies specifically designed to meet our customers' needs with transparency and simplicity.
 I. Purchases and Order Tracking Policy 
This policy aims to define the rights and obligations of the customer and the GOMLA store regarding purchases, order tracking, product rating, and return conditions on the GOMLA store's website and application.
 Order Creation and Tracking 
  • Order Creation: Orders are created exclusively via the GOMLA store's website or application, as there is real-time synchronization between the two platforms to ensure data accuracy.
  • Order Tracking: The customer can track the status of their current (upcoming) and previous orders via their personal account on GOMLA platforms.
  • Invoice Request: The customer can request to receive the detailed purchase invoice as a PDF file via the "Request Invoice" option on the order details page.
  • Invoice Validity: The invoice remains valid for 30 days only on GOMLA store platforms. If an invoice older than thirty days is required, please contact GOMLA customer service directly.
  • Product Rating: The right to rate products (Rate Product) is restricted to products that have been actually received.
Cancellation:
  • Cancellation Policy: Orders can only be canceled within one hour from the time of purchase to ensure the speed of order execution and delivery.
  • Cancellation Processing: If the cancellation is approved, the refund will be processed within a period ranging from 3 to 7 business days according to the following table:
Original Payment Method and Refund Mechanism:
  • GOMLA Platform Wallet: The amount will be refunded to the customer's balance within their wallet on GOMLA platforms.
  • Bank Cards (Visa, Mada, and other network cards): The amount will be refunded back to the original payment card used for the transaction.
  • Buy Now, Pay Later (BNPL) Services (Tabby, Tamara): The amount will be refunded to the customer through Tabby or Tamara, in accordance with their specific policies and via the original payment method.
Non-Delivery or Rejection of Shipment Policy:
In the event that the customer does not respond to communication attempts (whether via phone calls or WhatsApp messages on the registered number in the app), refuses to receive the shipment without a reason attributable to the store, or denies the order after it has been shipped, the matter is commercially and legally classified as a "change of mind" or withdrawal from the purchase without an acceptable excuse. Accordingly, GOMLA Store reserves the right to cancel the order, return it to the warehouse, and apply the following measures:
  • For Prepaid Orders: The actual shipping cost will be deducted, along with the return shipping cost (if applicable). Additionally, any shipping benefits or discounts previously received by the customer—including (Free Shipping)—will be deducted, and the remaining balance will be refunded to the customer via the original payment method.
  • Regarding Marketing Balances: If the order involved the use of a (Marketing Balance), and since the order is considered fulfilled once it leaves for delivery with the courier, no marketing balance associated with the sales transaction will be credited back to the customer's account, nor will it be compensated in any form (neither in cash nor as credit), in accordance with Clause 10 of the store's Marketing Balance Policy.
  • For Cash on Delivery (COD) Orders: The customer shall bear the full shipping costs and associated expenses resulting from their withdrawal and change of mind after shipping. The store also reserves the right to take necessary measures to restrict or block the Cash on Delivery feature from the customer's account in the future.
 
 II. Return Policy (Return)
The customer has the right to request a full or partial return of received orders, which is done through the "Request a return" interface in the application.

Important Note: The customer can easily and specifically select the items they wish to return from within the "Order Details" page.

1. Eligible Cases for Return
  • Damaged or Defective Products:
    • If the customer received a damaged product or one with manufacturing defects, they can submit a return request. 
  • Defects include: technical faults, damage resulting from shipping, or a product performance defect.
  • Wrong Products:
    • If the customer received a product different from the one they ordered, whether in color, size, or model.
  • Products Not Matching the Description:
    • If the received product does not match the images or specifications mentioned on the website.
  • Normal Return (Change of Mind or Dislike of Item) - For Returnable Items: This type is based on the customer's desire.
2. Conditions for Accepting a Return
  • The product must be in its original condition, without any use or damage.
  • The product must be returned in the original packaging, with all accessories such as: brochures, warranty cards, and any attached accessories.
  • Submission of the purchase receipt or proof of payment (digital or printed invoice).
3. Products Ineligible for Return (Exceptions)
  • Non-Returnable Items: Any item classified under the list of non-returnable items will not be returned or exchanged.
  • Health and Personal Products: Such as underwear and personal care tools, in compliance with health and safety standards.
  • Perishable Products: Such as fresh foods and beverages.
  • Opened or Used Products: Such as perfumes and cosmetics that have been used or opened.
4. Permitted Period for Return
  • Period Calculation Mechanism: The exchange or return period is calculated from the date of product receipt until the request submission.
  • The duration varies depending on the product type and ranges between 3 and 10 days, as detailed below:
    • Electronics and Home Appliances: (10 days) 
    • Clothing and Shoes: (3 days) 
    • Books and Office Supplies: (3 days) 
    • Other Products: According to the detailed table in Section IV.
5. Return Request Procedures
  • Request Submission: Return requests are submitted via the GOMLA website or application (return and exchange options are activated) or via technical support (phone or email). Clear photos of the product from all sides must be attached, clearly showing the reason for the return.
  • Request Verification: The request is reviewed by the GOMLA store team to ensure the product complies with the return conditions. Please wait until the request is accepted or rejected; the customer will be notified of the request status via email or the application.
  • Reporting Period (for Defective/Damaged Product): The customer must contact customer service and report the defect or non-compliance within a period not exceeding 48 hours from the date of product receipt, attaching clear photos of the damaged product.
  • Product Receipt: If the return request is accepted, a representative will be sent to collect the product from the address registered by the customer.
  • Processing: Return or exchange requests are processed within 1-3 business days after the product is received and inspected to ensure compliance with the conditions.
6. Costs and Refund Mechanism
  • Return due to Manufacturing Defect or Execution Error: The GOMLA store bears the shipping, reverse shipping fees, and cash-on-delivery fees (if any), and the customer is compensated in their GOMLA wallet.
  • Normal Return (Change of Mind): The customer bears the shipping fees for returning the product and also bears any shipping discounts they may have received, including free shipping or any shipping discounts.
  • Shipping Fees to Customer: Shipping costs to the customer cannot be refunded except in the following cases: presence of a defect or fault in the product, or the product condition does not match what was ordered or described.
  • Refund: After the return request is approved, the amount is refunded to the customer according to the original payment method.
  • Refund Duration: The duration for a cash refund is 7 business days upon approval, starting after the return procedures are completed (it usually takes up to 7 business days to process the refund).

 III. Exchange Policy (Return for New Order Mechanism)
The GOMLA store aims to simplify the exchange process by adopting a return-and-new-product-order mechanism, ensuring speed and accuracy in meeting customer needs.
1. Approved Exchange Mechanism
There is no direct exchange procedure for the item (Non-direct Exchange); items are exclusively exchanged through the execution of two consecutive steps:
  • Step One (Return): The customer must first submit a "return request" for the product they wish to exchange, following all conditions and clauses of the Return Policy outlined in Section II.
  • Step Two (New Purchase): The customer must create a "new purchase order" for the alternative item (whether a change in color, size, or model) they desire, and pay the shipping costs as an independent order.
2. Eligible Cases and Conditions
"Change of Mind" has been added as an eligible case for exchange if it meets the return conditions, in addition to the following reasons:
  • If the customer received a defective or damaged product and its condition has been verified.
  • If the product is different from the order (such as color or size).
  • If the customer changed their mind and wishes for another item (for returnable items).
Conditions for Accepting an Exchange (Conditions of the Returned Product):
  • The product must be in its original condition and unused.
  • The product must be returned with all original attachments and accessories.
  • The item must not be listed under the "Products Ineligible for Return (Exceptions)" mentioned in Section 2.3.
3. Exchange Request Processing and Timeframe
  • Request Submission: The return request for the item to be exchanged is submitted via the website or application.
  • Product Verification and Receipt: A representative is sent to collect the returned product for inspection at GOMLA warehouses.
  • Processing Duration: The return request processing and product inspection (the first stage of exchange) takes no more than 3 business days from the date the items are received at the store management.
  • Compensation: After confirming that the product meets the return conditions, its value is refunded to the customer in their wallet or according to the original payment method.
4. Costs and Responsibility in the Exchange Process
In Case of Exchange (Change of Mind):
  • Reverse Shipping Costs (Returning the old item): These costs are borne by the customer (standard return terms apply).
  • Shipping Costs (For the new item): These costs are borne by the customer as a separate, independent purchase order, and must be paid at the time of order creation.
 
IV. Detailed Table of Return and Exchange Policies
Product Categories, Eligibility for Return/Exchange, Duration, and Required Actions:
  • Electronics (Manufacturing Defects): 10-day period. Submit a request with a problem description, product photo, and proof of purchase.
  • Electronics (Order Error - Color/Model): 3-day period. Submit a request with a problem description, product photo, and proof of purchase.
  • Apparel & Footwear (Manufacturing Defect or Size/Color Error): 3-day period. The product must be returned in its original condition with the original packaging and all tags attached.
  • Major Home Appliances (Manufacturing Defects or Shipping Damage): 10-day period. Product must be inspected before delivery. Submit a request with the purchase receipt.
  • Books & Stationery (Original Condition & Unopened): 3-day period. Submit a request with the invoice and original packaging.
  • Personal Care & Health Supplies: Non-returnable and non-exchangeable for public health reasons.
  • Food & Perishable Products: Non-returnable and non-exchangeable.
  • Tech Accessories (Manufacturing Defects or Original/Unused Condition): 7-day period. All accessories must be included with the request, along with a photo illustrating the defect or issue.
  • Sporting Goods & Toys (Manufacturing Defects): 7-day period. Submit a request with a problem description and proof of purchase.
  • Sporting Goods & Toys (Order Error - Size/Model): 3-day period. Submit a request with a problem description and proof of purchase.
  • Perfumes & Cosmetics: Non-returnable and non-exchangeable.
  • Small Electrical Appliances (Manufacturing Defects): 10-day period. Submit a request with a problem description, product photo, and proof of purchase.
  • Small Electrical Appliances (Order Error - Model): 3-day period. Submit a request with a problem description, product photo, and proof of purchase.
  • Digital Products & Software: Non-returnable and non-exchangeable once downloaded or used.

V. Exchange and Return - Additional Notes and Conditions
1. Special Cases and Product Conditions
  • General Condition of Returns: All returned products must be in their original condition with the packaging and all accessories.
  • Large Home Appliances and Electronics: They are inspected before exchange or return to ensure they comply with return conditions.
  • Toys: (Some contain small parts that may pose a danger to children if opened). They must be in their original and unopened condition to be eligible for return or exchange. It must also be ensured that there are no missing or damaged parts upon receipt.
  • Car Supplies (Seats, Electrical Tools, or Spare Parts): Not eligible for return or exchange after being installed or used in the car. These products must be in their original condition and original packaging to be eligible for return.
  • Home Decorations or Accessories: Items that have been opened or used in the location are not eligible for return or exchange, unless they contain clear manufacturing defects. Products must be in their original condition and with the original packaging to be eligible for return.
  • Any lack of data or unclear photos may lead to the rejection of the reques
2. Products with Special Conditions
  • Clearance and Year-End Sale Products: Cannot be exchanged or returned. (Refer to Clause 1.1 and Clause 2.1 for eligible cases for return and exchange).
3. Product Warranties
  • Some products offer an additional warranty that includes repair or replacement of defects for up to one year or according to the supplier's conditions.