The return and exchange policies for GOTRADE.WORLD sites, stores, physical shops, fall under the following criteria.
18.1
Return / Exchange Policy for Supermarket Products:
- Lorem Beverages – Cold, Juice, Drinks (long life)
- Water, Sugar
- Pet Care
- Grocery – Food
- Grocery – Non-food
- Health and Beauty
- Chilled and Dairy
- Roastery
18.1.1
Goods returned within seven (7) days will be exchanged for items of the same value, provided that the goods returned have not been used in any way and are not opened with original POS invoice.
18.1.2
If the customer does not want to use the item for whatsoever reasons, carries a receipt and have not been used, then the same could be exchanged or a credit note could be issued if the customer insists.
18.1.3
All product exchanges, product returns, exchange voucher, and credit notes should be approved with the signature of manager on duty, as well as verifying the product matching with serial number (perusable items to be cleared instantly).
18.1.4
If the purchased product is past its expiry date.
18.1.5
If a product is defective (to be verified based on Terms and Conditions printed on warranty invoice stationery), GO will first try to repair it. If it is not repairable, then the item will be exchanged for the same value.
18.1.6
For the products that cannot be repaired or exchanged, an exchange voucher / credit note will be issued. Respective store management reserves the right to take decisions on refund. Refund is only done upon approval of store management concerned.
18.1.7
If the customer brings products that are found to be spoilt at the time of purchase, or the goods are not of satisfactory quality, the customer service supervisor, with the consent of manager on duty and with the assistance of the section supervisor, can follow the normal procedures of exchange, return and refund.
18.2
Exclusions From Exchange / Return
18.2.1
Due to hygienic reasons, no exchange, return or refund will be offered on lingerie, cosmetics, perfumes, and personal grooming products, like shavers, trimmers, and epilators once used.
18.2.2
For frozen foods, chilled and dairy products on which temperature inconsistencies can happen, we do not provide any exchange, return and refund once sold and taken out from the store (be the case of a purchase made on the same day with the limited time as well temperature).
18.2.3
Products damaged while being used do not qualify for repair, exchange, or refund, in reference to physical damage.
18.3
Return / Exchange Policy for Food & Beverage Products:
- Frozen food
- Fruits and vegetable
- Bakery
- Delicatessen
- In-house kitchen (ready-to-eat food)
- Meat
- Fish
18.3.1
As a rule, there is no exchange and return on fresh food items once sold and taken out from the store.
18.3.2
On perishables, there is no exchange and refund. However, if it is spoilt at the time of purchase, an exchange could be provided.
18.3.3
If the customer has purchased a wrong product and is returning the same immediately after the purchase, an exchange note could be considered.
18.3.4
An item which is past its expiry date qualifies for exchange.
18.3.5
If the product is not of the quality expected, the same can be returned within the same day of purchase and an exchange note could be issued. Exchange could be considered, as long as it is supported by the original receipt or invoice.
18.3.6
If the customer insists for return, customer service supervisor can always contact the supervisor concerned for further assistance.
18.3.7
Item returned should not be mixed with the normal items and should be disposed immediately.
18.3.8
Exchange voucher, credit note, and refund could be used as a last resort to retain the customer and prevent churn.
18.3.6
All product exchanges, product returns and exchange voucher/credit notes should have the approval and signature of manager on duty.
18.4
Return / Exchanges Policy for Other Products:
- IT products
- Stationery
- Household
- Electronics / Home Appliances
- Textiles
- Home Furnishing
- Footwear
- Luggage
- Jeweler, ladies’ bags, and accessories
- Toys and sports
- Telecom (recharge coupons and SIM cards)
Return / Exchange Procedures
18.4.1
Goods returned within seven (7) days will be exchanged for items of the same value, provided that the goods returned have not been used in any way and is not opened with original POS invoice as well as matching with the serial number (wherever it can be applied).
18.4.2
Goods returned should be in their original condition and packaging. The item(s) are unworn, unwashed, not used, altered, soiled, or damaged and in a saleable condition.
18.4.3
Returned product needs to be in a condition deemed fit for resale.
18.4.4
A returned product, which is ordered and invoiced but is not delivered, could be accepted for exchange, return or refund.
18.4.5
For delivered items, if the customer opens the package and discovers an item that is damaged, the product is eligible for exchange, return or refund.
18.4.6
All product exchanges, product returns and exchange voucher / credit notes should be approved with the signature of manager on duty.
18.4.7
If the product does not last a reasonable time or the complaint is notified off at the desk within a reasonable time or is not in a reasonable condition, it could be accepted for exchange, return or refund.
18.4.8
All product exchanges, product returns and exchange voucher/credit notes should have the approval and signature of manager on duty.
18.4.9
All product exchanges, product returns and exchange voucher/credit notes should have the approval and signature of manager on duty.
18.4.10
All product exchanges, product returns and exchange voucher/credit notes should have the approval and signature of manager on duty.
18.4.11
All product exchanges, product returns and exchange voucher/credit notes should have the approval and signature of manager on duty.
18.4.12
All product exchanges, product returns and exchange voucher/credit notes should have the approval and signature of manager on duty.
18.4.13
All product exchanges, product returns and exchange voucher/credit notes should have the approval and signature of manager on duty.
18.4.14
After-sales service is applicable on products like luggage, appliances, electronics, I.T., and imaging products provided by the authorized service centers of the respective manufacturers based on their warranty terms and conditions.
Exclusion from Return / Exchange
18.4.15
Service warranty is only valid for mobile phones and mobile phone accessories.
18.4.16
Exchange or return for mobile phones is applicable within the warranty period. If the handset has not been damaged through misuse, it will be sent for repairs.
18.4.17
For issues pertaining to exchange/return of mobile phones and accessories, advice of staff from mobile section or from the after-sales counter is to be taken on a mandatory basis.
18.4.18
It shall be the complete discretion of the store management concerned to issue exchange voucher / credit note and provide refund to be provided to retain the customer. It is again based on the discretion of the concerned management to prevent churn. Refund to be provided only at the approval of store management concerned and should be considered as the last option to solve the customer grievance.
18.4.19
Due to hygienic reasons, no exchange, return or refund on inner wear/underwear, lingerie, swimwear, earnings, body jewelry, perfumes, and personal grooming products like shavers, trimmers, and epilators once used.
18.4.20
Products that are damaged while in use do not qualify for repair, exchange, or refund.
18.4.21
No exchange or return will be offered on books, magazines, CDs, office software’s, DVDs once sold and taken out from the store.
18.4.22
Garments, once altered, do not qualify for exchange and refund.
18.5
Issuing an Exchange Voucher / Credit Note Policy
18.5.1
A time bound exchange voucher / credit note is issued by GO to the customer, which is equivalent to the product value as per the original Proof of Purchase.
18.5.2
Goods spoiled or damaged within the warranty period could not be serviced.
18.5.3
When they do not meet the customer’s specifications and the customer insists to get the items returned & is in its Original Packing.
18.6
Procedures for Issuing an Exchange Voucher / Credit Note
18.6.1
Customer must present the original invoice (bill) at the customer service desk.
18.6.2
In normal return process, an exchange voucher/customer tax credit note can be issued with the consent and approval of the Section Supervisor, Customer Service Manager, and the Manager on duty.
Products returned after seven (7) days need special consideration and the General Manager must mandatorily be informed in cases where the customer returns are more than seven (7) days after purchase.
- In emergency situations, if the manager on duty is not reachable and the section staff member agrees to take back the item, an exchange voucher / credit note could be issued to the customer concerned after the customer service staff informs the General Manager. The immediate next Duty Manager must verify the exchange deposit and physically verify the product with the Section Supervisor.
- It is mandatory to fill the following details on the Customer “Tax Credit Note”:
- Customer Name & Mobile number;
- Name and Signature of Section staff/Section Supervisor, Customer Service Manager and Duty Manager.
All approvals must be done on the spot of customer return by verifying the product and should not be done at the end of the day.
- This approved Customer Tax Credit Note must be retained at the Customer Service desk always and handed over to the Cash Office at End of Day Operations.
- The Accountant present at Cash Office must verify that all Customer Tax Credit Notes received are approved by all three (3) approvers.
18.6.3
Exchange voucher / tax credit note issued once could be redeemed within the validity period mentioned on the same. Exchange voucher / credit note issued may be redeemed in the store which issued the customer.
Customer relations supervisor should select the item from the bill, put a tick on the item to be returned, and scan the bar code of the receipt, or can enter the details from the receipt manually into the POS machine. A sample of the receipt is mentioned on the right side for reference. Details to be entered include Store number, POS number and receipt number. Once entered, the system will retrieve the receipt details and the supervisor needs to select the item that needs to be returned from the receipt. Go to the return option in the POS machine, select, enter the amount correctly and should make sure that the POS machine is showing a negative amount. Scan the exchange deposit code and press total to get the exchange voucher / credit note. Customer relations supervisor should put a tick on the item returned (the same needs to be done on the original receipt as well as on the exchange deposit receipt as well). No refund will be provided on exchange voucher / credit notes once issued.
When signing the exchange voucher / credit note, the customer service supervisor must write the name of the person who approved it.