Returns & Refund Policy for Gotern.com

Effective Date: [April 1, 2025]

1. Our Commitment

At Gotern.com ("Gotern," "we," "us," or "our"), we want you to be satisfied with your purchase. This policy outlines the conditions and procedures for returning items purchased from our website (www.gotern.com) and receiving refunds. This policy is part of our overall Terms and Conditions.

Due to the nature of international shipping between India and Global regions, please read this policy carefully to understand the process, costs, and timelines involved.

2. Return Eligibility Window

You may initiate a return request for eligible items within 7 days from the date your order is marked as delivered by the shipping carrier. Requests made after this period will generally not be accepted.

3. Conditions for Eligible Returns

To be eligible for a return and refund, the item(s) must meet the following conditions:

• Be in unused, unworn, unwashed, and resalable condition.
• Be in its original packaging with all original tags, labels, and protective materials attached and intact.
• Include all accessories, manuals, and free gifts that came with the original purchase.
• Be free from any damage, stains, odors (like perfume or smoke), or signs of wear.

We reserve the right to refuse a return if the item does not meet these conditions upon inspection.

4. Non-Returnable Items

Certain items are generally not eligible for return due to hygiene reasons, customization, or other factors. These include, but are not limited to:

• Perishable goods.
• Custom-made or personalized items.
• Products related to personal hygiene (e.g., cosmetics, skincare if opened/used, earrings, undergarments, swimwear).
• Gift cards.

5. How to Initiate a Return

1. Contact Us: To start a return, please contact our Customer Support team via Whatsapp within the 7-day eligibility window or via email at support@gotern.com.
2. Provide Information: In your context, please include:
   • Your Order Number.
   • The name(s) of the item(s) you wish to return.
   • The reason for the return (e.g., change of mind, wrong size, defective item).
   • Clear photographs of the item(s), especially if reporting damage or a defect. This helps expedite the process.
3. Return Authorization: Once we review your request and preliminary evidence (like photos for damaged goods), we will provide you with return instructions, including the return shipping address in India and potentially a Return Authorization (RA) number if applicable. Do not ship items back without contacting us first.

6. Return Shipping

The process and responsibility for return shipping costs depend on the reason for the return:

• Returns due to Customer Choice (e.g., change of mind, wrong size ordered):
  • Cost: You, the customer, are responsible for the full cost of return shipping back to our facility in India. This includes postage and any potential customs duties or taxes incurred when the package re-enters India.
  • Method: We strongly recommend using a reputable courier service with tracking capability. You are responsible for the package until it is safely received by us. We are not liable for returns lost or damaged in transit.
  • Customs Declaration: You must clearly declare the item as "Returned Goods" on the customs form. Failure to do so may result in import duties being charged by Indian customs, which will be deducted from your refund amount.
• Returns due to Gotern Error (e.g., incorrect item shipped, damaged or defective item):
  • Cost: If the return is due to an error on our part (verified by us based on your evidence), we will cover the reasonable cost of standard return shipping. We will provide specific instructions on the shipping method or provide a pre-paid label where feasible (though often challenging for international returns). Please provide proof of shipping cost for reimbursement if applicable.
  • Instructions: Follow the specific instructions provided by our Customer Support team.

7. Inspection Process

Once we receive your returned item(s) at our facility in India, our team will inspect them to ensure they meet the eligibility conditions outlined in Section 3. Please allow approximately 7 business days for the inspection process after the package arrives.

8. Refund Process

• Approval: If the return is approved after inspection, we will process your refund.
• Refund Method: Refunds will typically be issued to the original method of payment used for the purchase. In some cases, we may offer store credit as an alternative, with your agreement.
• Refund Amount:
  • For returns due to customer choice, the refund will be for the price of the returned item(s) only. Original shipping costs paid by you are non-refundable. Any return shipping costs or duties incurred by Gotern due to incorrect customs declaration will also be deducted.
  • For returns due to Gotern error, the refund will typically include the price of the item(s) plus the original shipping costs and reimbursed reasonable return shipping costs (as agreed upon).
• Timing: Please allow 7-14 business days for the refund to be processed after the return has been approved. The time it takes for the refund to reflect in your account depends on your bank or card issuer.
• Customs Duties and Taxes: Please note that Gotern cannot refund any customs duties, taxes, VAT, or import fees that you paid to your local authorities when the order was initially delivered. Customers seeking refunds for these charges must contact their local customs office directly to inquire about potential reclaim procedures.

9. Exchanges

Due to the complexities of international shipping and inventory management, we generally do not offer direct exchanges. If you wish to exchange an item for a different size, color, or product, please follow the return process for the original item to receive a refund and place a new order for the desired item separately. 

10. Damaged, Defective, or Incorrect Items

• Notification: If you receive an item that is damaged, defective, or incorrect, please contact our Customer Support team via Whatsapp or email within 7 days of delivery.
• Evidence: Please provide your order number and clear photographic evidence of the damage, defect, or incorrect item, including photos of the packaging if relevant.
• Resolution: Based on the evidence, we will determine the appropriate resolution, which may include:
  • Arranging and covering the cost of return shipping for the item and sending a replacement.
  • Issuing a full refund (including original shipping) without requiring a return (at our discretion, especially if return shipping costs are prohibitive).
  • Offering a partial refund if you wish to keep a slightly damaged item.
  • We will guide you through the specific steps required.

11. Contact Information

For any questions regarding returns or refunds, please contact our Customer Support team:

• Email: support@gotern.com

12. Policy Updates

Gotern reserves the right to modify this Refund & Return Policy at any time. Changes will be effective immediately upon posting the updated policy on the Site. We encourage you to review this policy periodically.