Return, Exchange & Refund Policy
At Gootipa, we take pride in the quality and craftsmanship of our products. Every item is carefully inspected before dispatch. However, if you receive a product that is damaged, defective, or not in proper condition, we are here to assist you.
1. Return & Exchange Eligibility
A return or exchange is eligible only if the product is delivered in a damaged, defective, or faulty condition.
To be eligible for a return or exchange:
- You must contact us within 7 days of receiving the product.
- The product must be in the same condition in which it was received.
- The product must be unused, unworn, and undamaged, except for the defect or damage reported.
- All original tags, packaging, accessories, and other accompanying items must be retained.
- You must provide your order details, receipt, or other valid proof of purchase.
- We may require clear photographs or videos of the product and the reported issue for verification.
Our team will review the issue and determine whether the product qualifies for a return, exchange, or refund.
2. Products Not Eligible for Return or Exchange
The following products are not eligible for return or exchange:
- Products purchased under any discount, sale, promotional offer, campaign, or special price.
- Products that have been used, worn, washed, altered, repaired, or damaged after delivery.
- Products with missing tags, packaging, accessories, or other original components.
- Products damaged due to improper use, mishandling, accidents, or failure to follow the product care instructions.
- Products for which a return or exchange request is made after 7 days of delivery.
- Products with minor variations in leather texture, grain, color, or natural markings that are inherent characteristics of genuine leather and are not considered defects.
3. How to Request a Return or Exchange
To initiate a return or exchange, please contact us at info@gootipa.com within 7 days of receiving your order.
Please include:
- Order number
- Product name
- Date of delivery
- Description of the issue
- Clear photographs/videos showing the defect or damage
Our customer service team will review your request and inform you whether the return or exchange is approved.
Products sent back to us without prior approval will not be accepted.
If your request is approved, we will provide you with the necessary return instructions.
4. Quality Inspection
Once the returned product reaches our warehouse, it will undergo a quality control inspection.
The inspection will normally be completed within 2 working days after the product is received.
If the reported defect or damage is confirmed, Gootipa will proceed with the applicable exchange or refund.
If the product is found to be damaged due to misuse, improper handling, or any condition not covered under this policy, the return or exchange request may be rejected.
5. Exchange Policy
If your product is confirmed to be defective or damaged upon delivery, you may be eligible for an exchange, subject to product availability.
If the same product is unavailable, Gootipa may offer an alternative solution, such as a replacement with another available product of equivalent value or a refund, as applicable.
For products purchased at a discount or under any promotional offer, exchange or return is not applicable.
6. Refund Policy
If your product is eligible for a refund, you may select your preferred refund method from the available options provided by Gootipa.
The refund will be processed after:
The returned product reaches our warehouse.
The product passes our quality control inspection.
The return is approved by Gootipa.
Refund processing will begin once the returned product has been received at our warehouse and successfully passes quality control.
For successfully cancelled orders that are eligible for a refund, the refund process will be initiated once the cancellation has been confirmed.
For orders that cannot be delivered and are returned to Gootipa, the refund process will begin once the product reaches our warehouse.
Please note that failed-delivery refunds may take additional time depending on the customer’s delivery location and the time required for the product to return to our warehouse.
7. Refund Processing Time
After we receive your returned product, it generally takes 4–5 working days for the product to reach our warehouse, depending on the delivery location.
Once received, our quality control process generally takes up to 2 working days.
After the return has been approved, the time required for the refund to reach you will depend on the selected refund method and the relevant payment service provider.
| Payment Method | Refund Option | Refund Time |
|---|---|---|
| Debit or Credit Card | Debit or Credit Card Payment Reversal | 9-10 working days |
| bKash | Bank Deposit / Mobile Payment Reversal | 5 working days |
| Cash on Delivery (COD) | Bank Deposit | 4-5 working days |
| Gootipa Voucher | Refund Voucher | 1-2 working days |
8. Shipping Charges
For an approved return or exchange due to a defective, damaged, or incorrectly delivered product, Gootipa will provide the applicable return shipping instructions.
Shipping charges for the original order may be refunded where applicable and in accordance with the approved refund.
For returns or exchanges that do not qualify under this policy, any applicable shipping or delivery charges will not be refundable.
9. Important Notes
Please inspect your product immediately after delivery and contact us as soon as possible if you notice any damage or defect.
Natural variations in genuine leather, including differences in grain, texture, wrinkles, and slight color variations, are not considered defects.
Gootipa reserves the right to determine whether a reported issue qualifies as a manufacturing defect, delivery damage, return, exchange, or refund.
Return or exchange requests that do not meet the conditions of this policy may be declined.
10. Contact Us
For any questions regarding returns, exchanges, or refunds, please contact us at:
Email: info@gootipa.com
We are always happy to assist you and ensure that your Gootipa experience remains a positive one.