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Refund process begins after we have completed Quality Check on your returned product. The quality check process may take 1 to 2 days from the date we receive the returned item. We will notify you of the result as soon as the quality check is complete.
If you have been issued a Refund Voucher, you will receive a discount voucher code via email.
Please enter this code in the discount code box and click "Apply Code" during checkout at payment step. A corresponding deduction will be applied to your total amount.
If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item. Please make sure you are available at the corresponded time to accept the item at your doorstep. Failure to delivery will result in us holding your item for a 30 day period which you can collect yourself from our office.
For items purchased on sale, if a refund is allowed on the sale item, the amount refunded will be the exact amount paid for the item, and not its original value.
For example: If you purchased an item on sale for Rs. 500 and its original value was Rs. 1000, we will refund you Rs. 500 only.
If you purchased an item with a Refund voucher, we will refund you the sum of the amount you paid (including the amount of the refund voucher used)
What is the reason for return? | What are the conditions for returning the item? | How long after delivery can I submit my claim and what do I do? | What do I get and when? |
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Item is not the one ordered or is not as advertised | Seal must be intact as delivered, item in original condition and not used | 1. Call the Goto helpline within 7 days of delivery to initiate return | A full refund after receiving the product back in the form of : |
Item must include all packaging and accessories (including warranty cards, manuals, certificates of authenticity, tags, etc.) | 2. When calling the helpline, schedule a pick-up or drop-off of mutual convenience | Store Credit Voucher: 1 business day post quality check |
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Item is defective, counterfeit or damaged at the time of delivery | Item must be in original condition | Bank transfer or cheque: 1-3 business days post quality check |
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Item must include all packaging and accessories (including warranty cards, manuals , certificates of authenticity, tags, etc) | Credit card reversal: 1-3 business days post quality check |
What is the reason for my complaint? | What are the conditions for returning the item? | How long after delivery can I submit my claim and what do I do? | What do I get and when? |
---|---|---|---|
Item is not the one ordered or is not as advertised | Item must be in original condition as delivered | 1. Call the Goto helpline within 7 days of delivery to initiate return | A full refund after receiving the produc back in the form of: |
Item is not the one ordered or is not as advertised | Item must not be used and must not have any stain or mark on it. | 2. When calling the helpline, schedule a pick-up or drop-off of mutual convenience | Store Credit Voucher: 1 business day post quality check |
Item is defective, counterfeit or damaged at the time of delivery | Item must include all packaging, accessories and/or tags. | 3. Fill the return form and pack item prepared for pick-up or drop-off | Bank transfer or cheque: 1-3 business days post qualitty chtec |
Credit card reversal: 1-3 business days post quality check |
How do I know if my product has a warranty?
Different products are covered under different warranty policies. To confirm the warranty type of a particular item, please note the following steps
How can I claim warranty?
Warranty claims are subject to the warranty coverage of the item you have purchased, if the product has a warranty from the brand, a warranty card will be included in the packaging. Please follow the following steps to initiate a warranty claim.
Note: We urge you to save the invoice and warranty card together to ease warranty claim process.
If you have any questions, you can contact us at any time by either a call (021) 111-11GOTO (4686) or email customer@goto.com.pk