At GOMLA Store, we create a unique and convenient shopping experience with return and exchange policies designed to meet our customers’ needs transparently and effortlessly.
First: Return Policy
1. Eligible Cases for Returns
- Damaged or Defective Products:
If the customer receives a damaged product or one with manufacturing defects, they can request a return. These defects include:- Technical malfunctions.
- Damage caused during shipping.
- Product performance issues.
- Incorrect Products:
If the customer receives a product different from what they ordered, such as in color, size, or model. - Products Not Matching Description:
If the received product does not match the description or images provided on the website.
2. Conditions for Accepting Returns
- The product must be in its original condition, unused, and undamaged.
- The product should be returned in its original packaging, along with all accompanying materials, such as:
- Manuals.
- Warranty cards.
- Any included accessories.
- A purchase receipt or proof of payment (digital or printed invoice) must be provided.
3. Non-Returnable Products
- Health and Personal Products:
Items such as underwear and personal care tools, to maintain hygiene and safety standards. - Perishable Products:
Items like fresh food and beverages. - Opened or Used Products:
Items such as perfumes and cosmetics that have been opened or used.
4. Return Process
- Submitting a Request:
Customers can submit a return request through:- The website.
- The Jumla Store app.
- Customer service.
- Product Pickup:
A pickup appointment will be scheduled through an approved shipping company. - Inspection:
The product will be inspected upon receipt to ensure it meets the return conditions.
5. Return Timeframe
- The timeframe varies depending on the product type:
- Electronics and Home Appliances: 14 days.
- Clothing and Shoes: 15 days.
- Books and Office Supplies: 15 days.
- Other products as detailed in the comprehensive table below.
Second: Exchange Policy
1. Eligible Cases for Exchanges
- When the customer receives a defective or damaged product and its condition is verified.
- If the product differs from the order (e.g., in color or size).
2. Conditions for Exchange
- The product must be in its original condition and unused.
- The product must be returned with all original packaging and accessories.
3. Exchange Processing Time
- Exchange requests are processed within 7 to 10 working days.
4. Exchange Process
- Submitting a Request:
Requests can be submitted via the website or app. - Procedure:
- Inspecting the returned product’s condition.
- Sending the replacement product to the customer.
Third: Detailed Table for Return and Exchange Policies
| Product Category | Eligible Cases for Return/Exchange | Allowed Timeframe | Required Action |
| Electronics | – Manufacturing defects. – Wrong order (color/model). | 14 days | Submit a request with a description, photo, and proof of purchase. |
| Clothing and Shoes | – Manufacturing defects. – Wrong size or color. | 15 days | Return the product in its original condition with tags. |
| Large Home Appliances | – Manufacturing defects. – Damage during shipping. | 15 days | Inspect the product upon delivery. Provide a receipt. |
| Books and Office Supplies | – In original condition and unopened. | 15 days | Submit the request with the invoice and original packaging. |
| Personal and Health Products | Non-returnable for hygiene reasons. | – | Not applicable. |
| Perishable Food Products | Non-returnable or exchangeable. | – | Not applicable. |
| Tech Accessories | – Manufacturing defects. – In original, unused condition. | 15 days | Attach all accessories with the request and photo of the defect. |
| Sports Equipment and Toys | – Manufacturing defects. – Wrong order (size/model). | 14 days | Submit the request with a description and proof of purchase. |
| Perfumes and Cosmetics | – In original, unopened condition. | 7 days | Return in original condition with receipt. |
| Small Electrical Appliances | – Manufacturing defects. – Wrong order (model). | 14 days | Submit a request with a description, photo, and proof of purchase. |
| Digital Products and Software | Non-returnable or exchangeable after download or use. | – | Not applicable. |
Additional Notes for Returns and Exchanges
- Special Cases:
- Customers must report damaged or defective products within 48 hours of receipt with clear photos of the issue.
- All returned products must be in their original condition with packaging and accessories.
- Perfumes and cosmetics must be unopened and in their original condition.
- Return Fees:
- Customers bear shipping costs for returns or exchanges in cases not caused by Jumla Store, such as change of mind, incorrect orders, or wrong delivery addresses.
- Shipping Costs to the Customer:
Shipping fees are non-refundable unless the product is defective, faulty, or does not match the order description.
- Special Conditions for Products:
- Clearance and End-of-Year Sale Products:
These items are non-returnable and non-exchangeable (refer to sections 1.1 and 2.1 for eligible cases).
- Clearance and End-of-Year Sale Products:
- Return/Exchange Timeframe:
- Timeframe calculation starts from the date of receipt until the request submission.
- Timeframes vary by product type, typically between 7 and 15 days.
- Processing Time:
- Return or exchange requests are processed within 2-3 working days after receiving and inspecting the product.
- Product Warranties:
- Certain products offer additional warranties covering defects or repairs for up to one year or as specified by the supplier.