Return & Refund Policy

1. Introduction

At Gocleans, customer satisfaction is important to us. We take great care in ensuring that every product reaches you in excellent condition and meets the quality standards promised on our website. However, due to the nature of hygiene, personal care, and grooming products, we follow a carefully designed Return & Refund Policy that balances customer convenience with safety and hygiene regulations.

This policy outlines the terms under which products may be returned, replaced, or refunded. By purchasing from our website, you agree to the conditions mentioned in this Return & Refund Policy, along with our Terms & Conditions and Privacy Policy.

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2. Scope of This Policy

This policy applies to:

• All purchases made directly from the Gocleans website

• Online prepaid and Cash on Delivery (COD) orders

• Products delivered within India

This policy does not apply to purchases made through third-party marketplaces unless explicitly stated.

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3. General Return Eligibility

Returns are accepted only under specific conditions. To be eligible for a return:

1. The product must be unused, unopened, and in its original packaging.

2. The product must be returned with all seals, labels, and accessories intact.

3. The return request must be raised within the specified time window from the date of delivery.

4. Proof of purchase (order ID or invoice) must be provided.

Due to hygiene and safety reasons, many personal care and hygiene products are non-returnable once opened or used.

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4. Non-Returnable Items

The following items are not eligible for return or refund, except in cases of damage or incorrect delivery:

• Opened or used personal care products

• Products with tampered seals or packaging

• Items damaged due to misuse or improper handling

• Products marked as “Final Sale” or “Non-Returnable”

Gocleans reserves the right to refuse returns that do not meet hygiene and safety standards.

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5. Return Request Process

To initiate a return, customers must:

1. Contact Gocleans customer support within the return window.

2. Provide order details, reason for return, and clear images of the product.

3. Await approval from our quality control team before shipping the product back.

Unauthorized returns sent without prior approval may not be accepted.

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6. Return Window

Return requests must be initiated within [X] days of receiving the product. The exact return window will be mentioned on the product page or order confirmation email.

Requests made after the return window will not be eligible for return or refund.

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7. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or different from what you ordered:

• Notify us within 48 hours of delivery

• Share clear images or videos of the product and packaging

• Do not dispose of the product until the issue is resolved

Upon verification, Gocleans may offer a replacement or refund at its discretion.

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8. Return Pickup & Shipping

Depending on your location and product category:

• A return pickup may be arranged by Gocleans, or

• You may be asked to ship the product to our designated return address

Shipping charges for approved returns due to our error will be borne by Gocleans. In other cases, return shipping costs may be the customer’s responsibility.

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9. Quality Check & Approval

All returned products undergo a quality inspection upon receipt. Approval of refund or replacement depends on:

• Product condition

• Packaging integrity

• Compliance with return eligibility criteria

If the product fails inspection, the return may be rejected, and the product may be sent back to the customer.

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10. Refund Process

Once a return is approved:

• Refunds for prepaid orders will be credited to the original payment method

• COD refunds will be processed via bank transfer or store credit

Refund processing timelines may vary based on payment method and bank processing times.

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11. Refund Timeline

Refunds are typically processed within 7–14 business days after return approval. Gocleans is not responsible for delays caused by banks or payment gateways.

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12. Partial Refunds

Partial refunds may be issued in cases where:

• The product is returned with missing components

• The product shows signs of damage not caused by transit

• Promotional items or free gifts are not returned

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13. Order Cancellation Policy

13.1 Cancellation Before Dispatch

Orders can be cancelled before dispatch by contacting customer support.

13.2 Cancellation After Dispatch

Once dispatched, cancellation requests may not be accepted.

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14. Refunds for Cancelled Orders

If an order is cancelled before dispatch, refunds will be processed to the original payment method within the standard processing timeline.

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15. Cash on Delivery (COD) Orders

COD orders that are refused at delivery without valid reasons may result in:

• Restriction of future COD orders

• Account suspension in repeated cases

COD refunds, if applicable, will be processed via bank transfer.

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16. Promotional Offers & Discounts

Products purchased during sales, promotions, or special offers may have different return eligibility. Such conditions will be clearly mentioned at the time of purchase.

Discounted products may be eligible for exchange but not refunds, subject to policy terms.

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17. Free Gifts & Combos

If a product is returned from a combo or promotional bundle, all items included in the offer must be returned. Refunds may be adjusted based on individual item value.

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18. Refund Rejection

Refunds may be rejected if:

• The product does not meet return conditions

• The return request is raised late

• Required proof is not provided

Gocleans’ decision in such cases shall be final.

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19. Force Majeure

Gocleans shall not be liable for delays or failures in return or refund processing due to events beyond reasonable control, including natural disasters, strikes, or government restrictions.

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20. Policy Updates

Gocleans reserves the right to modify or update this Return & Refund Policy at any time without prior notice. Changes will be effective immediately upon posting on the website.

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21. Contact Information

For return or refund-related queries, please contact Gocleans through the official customer support channels listed on our website.