GoGulabi Return, Exchange & Refund Policy

At GoGulabi, we connect small-scale clothing brands with customers across India, offering a curated selection of fashion and apparel from independent sellers (“Sellers”). Our goal is to provide a seamless shopping experience, from browsing and ordering to returns and exchanges.

As a marketplace, GoGulabi facilitates transactions between customers and Sellers, ensuring a smooth and transparent process. This Return, Exchange & Refund Policy outlines the procedures for:

Order cancellations
Product returns after delivery
Refunds & exchanges

All return, exchange, and refund requests are subject to the terms stated in this policy.

1. Applicability of Policy

1.1 By using the GoGulabi platform and placing an order, you agree to the terms of this policy. If you do not agree, we advise you not to proceed with any transactions.

1.2 Policy Updates: GoGulabi reserves the right to modify this policy at any time without prior notice. Orders placed before any updates will follow the previous policy, while orders placed afterward will adhere to the revised terms.

2. Cancellation Policy

2.1 Cancelling an Order

You can cancel your order (partially or fully) before it is packed and ready for dispatch.
If the order has already been shipped, you can refuse delivery when it arrives.

2.2 How to Cancel

If you wish to cancel before shipping, contact our support team.
If the product has been shipped, you may reject the package upon delivery.

2.3 Refund for Cancellations

If canceled before shipping, refunds will be processed within 10 business days to your original payment method.
Any applicable bank or payment gateway charges may be deducted.

2.4 Damaged Packages

If the package appears tampered, torn, or opened, refuse delivery and report the issue via the Contact Us page.

3. Return Policy

3.1 Eligibility for Returns

You can request a return if:
✅ The product is damaged or defective.
✅ You received the wrong item or it does not match the description.
✅ The product has quality issues (wrong size, fit, color, fabric defects, shrinkage, or color bleeding).

3.2 Conditions for a Successful Return

Items must be unused, unwashed, and in original condition with price tags and packaging intact.
No stains, sweat, detergent marks, or body odor.
The original invoice must be provided.
If your return is approved, the seller will arrange a pickup or provide return instructions. If the return is not approved, it will be sent back to you.

3.3 How to Request a Return

Register your return request within 7 days of delivery on the GoGulabi platform.
Provide images of the issue if required.
The seller will review and approve/reject the request. Their decision will be final.

4. Non-Returnable Products & Return Conditions

4.1 Non-Returnable Products

Certain clothing items sold on GoGulabi are non-returnable, including but not limited to:
❌ Innerwear, swimwear, nightwear, masks, and gloves.
❌ Customized or made-to-order items.
❌ Products marked as non-returnable on the product page.

4.2 Return Conditions

To be eligible for a return, the product must:
✅ Be unused, unwashed, and untampered (no stains, perfumes, or odors).
✅ Have all tags, packaging, and accessories intact (including brand boxes).
✅ Be returned as a complete set (if bought as a set).
✅ Match the order details and be returned from the same account.

If a returned product fails these conditions, GoGulabi reserves the right to reject the return request.

4.3 Non-Returnable Product Exceptions

Non-returnable products can only be returned if:

They were damaged during transit.
The wrong item was delivered.
The product is missing components or arrived in an empty sealed package.
A return request is made within 5 days of delivery.

5. Reverse Pickup & Self-Shipping

5.1 Reverse Pickup

Returns are processed through our logistics partners. Once approved, our partner will arrange a pickup.
Pickup services are available in select locations. If your area is not serviceable, you will need to self-ship the item.

5.2 Self-Shipping Guidelines

If self-shipping, you will receive the return address once your request is approved.
After shipping, email the courier receipt to support@gogulabi.com for tracking.
The returned product must pass quality checks to qualify for a refund.
GoGulabi is not responsible for any delays, damage, or loss caused by your chosen courier service.

5.3 Proof of Delivery

If we do not receive your self-shipped return or receive an empty package, you must provide a proof of delivery from your courier service.

6. Refund Policy

6.1 Refund Process

Refunds are available for eligible returns or canceled orders only if payment has been received.
Once the returned product is verified and approved, refunds will be processed within 7-10 business days.

6.2 Refund Methods

Prepaid Orders: Refund will be credited to the original payment method.
COD Orders: Refund will be processed to your bank account (if details are provided) or to your GoGulabi Wallet.
Multiple Payment Methods: GoGulabi will determine refund distribution if multiple payment options were used.

6.3 Important Notes

❌ Shipping charges & convenience fees are non-refundable.
✅ If the product was delivered damaged or defective, shipping charges may be refunded (if claimed within 7 days).
✅ If you receive a non-returnable item in damaged condition, a refund may be processed after verification.

6.4 Tracking Refunds

You will receive refund updates via your GoGulabi account, registered email, and mobile number.
GoGulabi is not liable for delays caused by banks or payment processors.

6.5 Right to Reject Refund Requests

If a returned product fails verification, the refund request may be denied, and GoGulabi will not be responsible for returning the product.

7. Exchange Policy

7.1 When Can You Exchange a Product?

You can request an exchange if:

The delivered product is the wrong size or fit.
You need a different size of the same product.

7.2 Conditions for Exchange

The product must be unused, unwashed, and in sellable condition.
All tags, packaging, and accessories must be intact.
The request must be raised within the exchange period mentioned on the product page.
Exchanges are subject to stock availability.

7.3 Non-Exchangeable Products

❌ Wrong model, color, or product ordered by the customer.
❌ Non-returnable items (e.g., customized products, innerwear).
❌ Items damaged due to improper use, modification, or poor storage.

For any queries, contact via contact us page.