Refund policy
REFUND POLICY
HOUSE OF GOJU RETAIL MARKETING & GOJU NATURALS
RETURN, REFUND, EXCHANGE, CANCELLATION & PARTIAL COD POLICY
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1. GENERAL
House of Goju Retail Marketing, a partnership firm incorporated under the laws of India, having its registered address at Aashiana Complex, Ward No. 4, Mustil No. 160, Khewat No. 3558, Khata No. 4054, Neem Wali, Kaccha Surakhpur Road, Jhajjar – 124103, Haryana, India (hereinafter referred to as “GOJU”, “we”, “us” or “our”) operates an e-commerce platform under the brands Goju Retail Marketing and Goju Naturals for the sale of products including but not limited to personal care, wellness, natural products, home and lifestyle products (“Products”).
The terms “Customer(s)”, “User(s)”, “you”, or “your” refer to any individual who accesses, browses, or purchases Products through our website or mobile application (“Platform”).
We value our customers beyond the point of sale and aim to deliver a seamless experience from order placement to return, refund, or cancellation.
This Return, Refund, Exchange, Partial COD and Cancellation Policy (“Policy”) defines the procedures and conditions under which GOJU accepts:
• Returns
• Refunds
• Exchanges
• Partial Cash on Delivery (COD)
• Order cancellations
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2. APPLICABILITY OF POLICY
By placing an order on the Platform, you agree to be bound by:
• This Policy, and
• The specific return/refund terms mentioned on the respective Product page.
If you do not agree with any part of this Policy, you are advised not to transact on the Platform.
GOJU reserves the right to amend this Policy at any time. Customers are encouraged to review the Policy periodically.
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3. RETURNS
• Returns are available only for Products that are marked as “Return Eligible” on the Product page.
• Return eligibility, timelines, and conditions may vary by Product category.
• The return policy displayed on the Product page shall prevail over this Policy.
• Returned Products are subject to inspection at the time of pickup and upon receipt.
• GOJU reserves the right to reject returns if Products do not meet return conditions.
Return Conditions:
• Product must be unused, unwashed, and undamaged.
• Original packaging, labels, tags, seals, and accessories must be intact.
• MRP tag and barcode must be attached and legible.
• Freebies or bundled items (if any) must also be returned.
Return requests can be initiated via your account on the Platform or by contacting customer support within the return window mentioned on the Product page.
Processing of return requests typically takes up to 10 business days from the date of request.
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4. REPLACEMENT & EXCHANGE
• Customers are eligible for one free replacement in case of manufacturing defect or damage during transit.
• Additional replacements requested for reasons such as change of mind or preference will incur shipping charges payable by the customer.
• In case of missing or defective accessories, GOJU may choose to replace only the accessory at its discretion.
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5. RETURN PICK-UP & PROCESSING
• Reverse pickup will be scheduled within 4 business days of return approval.
• Pickup personnel will perform a basic quality check.
• If the Product fails the quality check, pickup may be refused.
• Products must be securely packed to avoid transit damage.
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6. CANCELLATION OF RETURN REQUEST
• Customers may cancel a return request by contacting customer support at info@gojunaturals.com.
• If the pickup agent arrives and you choose not to return the Product, you may decline the pickup at that time.
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7. PARTIAL CASH ON DELIVERY (PARTIAL COD)
Partial COD allows customers to pay a portion of the order value online at checkout (Prepaid Amount) and the remaining balance (Remaining Amount) at delivery.
Key Terms:
• Partial COD availability depends on product type, order value, customer history, and serviceable location.
• Remaining Amount must be paid to the delivery partner at the time of delivery.
• Partial COD may be modified, restricted, or discontinued at GOJU’s discretion.
• Partial COD is not available in select high-risk or remote locations.
RTO & Non-Refundable Prepaid Amount:
• If delivery fails due to customer-related reasons (refusal, incorrect address, unavailability, failure to pay balance), the Prepaid Amount is non-refundable.
• GOJU reserves the right to deduct shipping and handling charges in such cases.
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8. CLAIMING REFUNDS
Online Payments (UPI / Cards / Net Banking):
• Refunds are processed to the original payment method.
• Banks may take up to 7 business days to credit the amount.
COD Orders:
• Refunds are issued via:
o GOJU Wallet / Credits, or
o Bank transfer (7–8 business days).
• Refunds to third-party bank accounts are not permitted.
• Cash refunds are not allowed.
Partial COD Refunds:
• Pre-dispatch cancellations: Prepaid Amount refunded.
• Logistics failure (not customer’s fault): Refund at GOJU’s discretion.
• Customer-attributable RTO: Prepaid Amount non-refundable.
• Post-delivery returns: Total amount paid (Prepaid + Remaining) refunded as per return eligibility.
Important:
• Shipping charges are non-refundable.
• Refunds are initiated only after physical receipt and inspection of returned Products.
• GOJU is not responsible for loss of self-shipped returns.
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9. MISCELLANEOUS
• This Policy shall be governed by the laws of India.
• Courts at Jhajjar, Haryana shall have exclusive jurisdiction.
• Continued use of the Platform constitutes acceptance of updates to this Policy.
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10. CUSTOMER SUPPORT
For queries, feedback, or assistance related to returns, refunds, or cancellations:
Email: info@gojunaturals.com
Customer Care: 1800 309 3133, +91 9991929292
(Or support number mentioned on the website)