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- support@shopgooro.com
All our products leave with the packaging in perfect condition. If the customer detects any damage on delivery, it is INDISPENSABLE that the customer state it clearly on the dispatch note of the courier company indicating for instance ‘PACKAGE VISIBLY DAMAGED.’ The customer should use the order confirmations sent to mention about the damage.
If the customer informs us of an incident within 24 hours of delivery attaching the scanned dispatch note, we can use this document to claim on the shipper’s insurance and replace the damaged product with a new one once the incident has been solved.
If the customer encounters a defective product, packaging or any other defect , customer can report this incident about the defect to support@shopgooro.com between 48 hours to 14 days of the delivery.
The customer has to send the product on below mentioned address for inspection,
Address:
Johanna Van Polanenlaan 50,
2263TB, Leidschendam,
The Netherlands
If the product is truly found defective in that case the shipping charges along with the product charges would be refunded. Customer has to pay for shipping to return the product to above mentioned address.
If no defects are found in the product, packaging or any other defect , the shipping for the product would not be refunded.
However , if the customer wishes to return the product without a replacement with another product, the amount equivalent to the product would be refunded.
We recommend the customer to ask for a refund for products worth a small amount (Approximately below 10 Euros). This is just a recommendation , however the customer has a total discretion to ask for another product.
All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact (for e.g. shoes must be packed in the original shoe box).
Note: Swarovski, Precious Jewelry, Cosmetics, Ray-Ban Sunglasses, Socks, Deodorants, Perfumes, Briefs, Shapewear Bottoms, any Lingerie Set that includes a Brief, Swimwear, Mittens, Wrist-Bands cannot be exchanged or returned.
We will accept the replacement of wrong products. We will pay for the shipping expenses as long as the customer has informed of the incident within 24 hours of delivery, except if Shopgooro decides to refund the value of the product instead.
All products have a 2-year guarantee from the date of delivery except in the case of perishable products or health and hygiene products. Defects caused by negligence, hits, misuse or tampering, wrong voltage or installation, or wear and tear, are not included.
In the case of IT products, the guarantee does not cover virus removal, program restoration or disc reinstallation. In the case of incidents where a claim on the guarantee is justified, the product will be repaired, replaced, returned, or have its price reduced, in compliance with the law.
The guarantee will be void:
– If any detail of the guarantee or the proof of purchase is modified, altered or replaced; and/or
– If the identification number or the guaranteed product is tampered with or repaired without prior authorization by the Technical Service.
– If the product has clear signs of misuse, unjustified damage or arrives in bad condition;
– If the product is returned without the packaging, with a damaged packaging, or with transport labels that make the packaging unusable – 50% of the product’s value will be discounted; and
– If the product is returned with missing parts or accessories, or if the incident description is not real – the product will not be refunded.
Very important: No refund will be made for products returned that are not faulty or whose incident description is not real.
Once the products have been received and we have checked their condition, we will proceed to refund the amount according to the payment method used by the customer except in the case of cash, which will be refunded by bank wire transfer. Please bear in mind that the refund process may take several weeks until the received goods have been checked.
When an order is not collected by the consignee, it will be returned to us. Once we have received it, it will be processed by our team and passed on to the Administration Department for the refund to be processed.
The order shipment and the return entail transportation expenses, which the company or person who placed the order must pay for. Consequently, you will receive a payment corresponding to the order return minus the two-way delivery expenses.
This process may take up to 4 weeks.
In case you need to change some particular detail of the shipping or invoicing addresses, it can be changed if the order has not been shipped yet. In the rest of the cases, the solution is to cancel the order and place a new one. A few days later, we will refund the cancelled order.
You should expect to pay any amount charged by the government in your respective country. This includes, and is not limited to, duties, taxes and any extra fees charged by the courier company. We will not hold responsible for any extra charges once the original package has been shipped. If the customer refuses to pay these extra charges, the return shipping and any additional fees will be taken out of the cost of the order, with any remaining funds being refunded to the customer. Customs are quite different in each country. please comment while you are placing order about the requirements, we will support as much as possible.
However, we kindly ask you to send an email to support@shopgooro.com explaining what has happened. Our team will try to answer back as soon as possible.
