Return and Exchange Policy

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 Request Process at GOMLA Store
5. Submitting a Return Request

Customers can easily submit a return request through the website or GOMLA Store app by following these steps:

• Log in to your account.
• Go to the Return Request section.
• Fill in the required personal details:
  • Full Name
  • Mobile number.
  • Invoice number.
  • Email address.
  • Reason for return.
• Choose the refund method:
  • Bank account refund (if paid via card).
  • If the order was paid by cash on delivery (the customer should choose via wallet refund or via card)
• Attach clear photos of the product from all angles, ensuring that the reason for the return is visible.

2. Verification of the Request

• The GOMLA Store team will review the request to ensure the product meets the return conditions.
• Please wait for approval or rejection of the request; customers will be notified via email or app notification.

3. Product Collection

• If the return request is approved, a courier representative will be sent to collect the product from the registered address.

Important Notes

• Refund process time is 7 working days upon approval, starting from the completion of the refund procedures.
• The product must be in its original condition, including all accessories and packaging.
• Incomplete information or unclear photos may result in request rejection.

5. Return Timeframe

• The timeframe varies depending on the product type:
  • Electronics and Home Appliances: 10 days.
  • Clothing and Shoes: 7 days.
  • Books and Office Supplies: 3 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 3 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

 

Additional Notes for Returns and Exchanges

1. 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.
   • Toys (some of which contain small parts that may pose a risk to children if opened) must be in their original, unopened condition to be eligible for return or exchange. Additionally, it is important to ensure that there are no missing or damaged parts upon receipt.
   • Car accessories such as seats, electrical tools, or spare parts are not eligible for return or exchange once they have been installed or used in the car. These products must be in their original condition and packaging to be eligible for return.
   • Home decor or accessories that have been opened or used are not eligible for return or exchange, unless they have obvious manufacturing defects. The products must be in their original condition and packaging to be eligible for return.
2. 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.
3. 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).
4. Return/Exchange Timeframe:
   • Timeframe calculation starts from the date of receipt until the request submission.
   • Timeframes vary by product type, typically between 3 and 10 days.

 

1. Processing Time:
   • Return or exchange requests are processed within 2-3 working days after receiving and inspecting the product.
2. Product Warranties:
   • Certain products offer additional warranties covering defects or repairs for up to one year or as specified by the supplier.
3. Product Warranties:
   • Some products come with an additional warranty that covers repair or replacement of defects for up to one year, or according to the supplier’s terms and conditions.
4. Order Submission Mechanism:
   • Return or exchange requests can be submitted through:
   • The website: via the customer control panel.
   • GOMLA app: return and exchange options are enabled.
   • Technical support: by phone or email.