Refund policy
- I have received a damaged or defective item/wrong product in my order, how should I proceed?
Our shipments go through rigorous quality check processes before they leave our warehouse, however, there is a slight possibility that the product could get damaged during shipment. We urge you not to accept sealed open/tampered/leaked/damaged shipment boxes as returns won't be accepted in such cases. However, if you have received an item in a damaged/defective condition or have been sent the wrong product, you can follow a few simple steps to initiate your return/refund.
You can mail us at care@gonari.in citing your issue and giving us the consequent details. Consequently, when you mail us do share with us a picture of the product with respect to the issue that you are facing. What we expect from you in these pictures would be -
1) Front view of the product which shows the product name clearly
2) Backside of the product which will show the barcode sticker (maybe present or maybe not) clearly
3) Images which can show the damage/leakage clearly
4) Overall clear image of the products received in the box
Note: If it is a case of replacement, it is subject to the availability of stock. In the case that a replacement may not be available, we will refund you the full amount. A refund for COD orders will be done only in the bank account.
2. If I am not satisfied with the quality of the product can I get it replaced?
Product quality issues: Unfortunately, our return policy doesn't cover any issues related to the quality of the product.
We at GoNari take pride in delivering new and sealed products to our customers. We like to believe that we've established a level of trust with our customers and would like to serve them with the quality of products that we have. We request you to contact the respective brand for quality issues as we are just a platform and do not guarantee the quality of a certain product.
3. When can I not return my order?
Returns or replacement concerts will not be accepted under the following conditions:
1. Product is damaged due to misuse/overuse
2. Returned without original packaging including, price tags, labels, original packing, and other accessories or if original packaging is damaged
3. Serial Number has tampered
4. Product is used or altered
5. If a request is initiated after 7 days of order delivery
6. Free product provided by the brand
4. Under which conditions can I get my product replaced?
You can get your product replaced upon the below conditions:
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If the product that you had ordered is not present in the final delivery and it has been misplaced by some other product then you can ask for a replacement for the same.
2. If the product packaging is tampered with, and is completely open or not packed at the time of delivery, then again you can ask for a replacement for the same.
3. If the product is close to the expiry date or has indeed expired, then again, you can ask for a replacement. Do note that for such a case you should check the product packaging before you access the product. If you open the product, thereafter your replacement request will not be entertained.
4. For minor scratches and disruptions, no product replacement will be entertained.
5. How do I return a purchased item at GoNari?
We apologize for the inconvenience caused to you. You can mail us at care@gonari.in citing your request. Consequently, when you mail us do share with us a picture of the product with respect to the issue that you are facing. As previously stated in that request, do include the below religiously -
1) Front view of the product which shows the product name clearly
2) Backside of the product which will show the barcode sticker clearly
3) Images which can show the damage/leakage clearly
4) Overall clear image of the products received in the box
6. Do I have to return the free gift when I return a product?
Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.
7. I have returned an item on purplle. How long will it take to receive my refund?
In the case of a return, we process the refund/replacement once the products have been received and verified at our warehouse. It takes around 5-7 days for the products to reach our warehouse.
For cash on delivery transactions, you are required to email us your Bank Name, Account Holder Name, Account Number and IFSC Code, using which we will transfer money via NEFT in your bank account and it will reflect in your account in the next 3-5 working days.
If it is a case of replacement, it is subject to the availability of stock. In the case that a replacement may not be available, we will refund you the full amount of the product(s). Orders placed using a cashback coupon are not eligible for returns or refunds post-dispatch.
8. I want to change the reverse pickup address -
Unfortunately, the address for the reverse pickup cannot be changed.
9. Shade difference -
Different computer screens, operating systems, and even different web browsers have different colour characteristics, so it's just about impossible to get a given colour to look the same on every screen.