How To Claim Refund

  • call usCall us at
    (021) 111-114-686
  • call usEmail us at
    customer@goto.com.pk
  • call usTalk to us on
    facebook live chat


Refund Processing Time

refund-voucher
Refund Voucher48 Hours
refund-voucher
Bank Transfer24 - 48 Hours
refund-voucher
Cheque Refund24 - 72 Hours
refund-voucher
Bank Reversal15 - 18 Days
  • If my refund gets validated, how and when will I get reimbursed?

    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.

  • How do I use my Refund Voucher?

    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 my returned product is not validated for refund, how do I get informed?

    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.

  • I have bought an item on promotion or with a Discount Code. What amount will you refund me?

    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)

Please catll our hotline for further assistance
(021) 111-11GOTO (4686)

Follow The Below Steps For Return:

1call usCheck if your product meets all requirements
2call usCall the Goto helpline and request a return
3call usFill out the return form
4call usPack items and attach the return label
5call usArrange product pick up or drop off
6call usYour returned item will be Quality Checked
7call usYou will be refunded after validation and quality check

Products from categories below cannot be returned

call usCosmetics
call usGlasses
call usSkin-care or hair-care products
call us Watches
call usInnerwear or Swimwear
call usPerfumes and Fragrances
call usCustom or Made to Order products
call usImported On Order products
call usCertain Sale products

When Returning A General Merchandise or Electronic item

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?
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
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
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

When Returning Fashion and Beauty Products

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

  • On the Product Page, under the product description, you will see details for warranty.
  • If the product has a warranty coverage, this field will identify the duration of the warranty and how the warranty is covered.


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.

  • If your product is non-functional or broken on arrival, you can call the goto.pk helpline at (021) 111-11GOTO (4686) within 7 days of delivery to initiate an exchange or return of the product.
  • If your product produces a fault post the initial 7 days of delivery but is within warranty timeline, you can call the goto.pk helpline at (021) 111-11GOTO (4686) and provide the following information from your receipt and warranty card to initiate a warranty claim
    • Order Number
    • Order Date
    • Item Details
    • Warranty Period (on warranty card)
    • Nature of fault
  • To claim warranty directly from the brand, please contact the authorized service center using the details stated on the warranty card provided with the item.

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