Overview
At Gonimia.com, we strive to ensure that what you see is exactly what you get. To protect your purchase and ensure a smooth shopping experience, we have established the following Return & Refund Policy. We strongly encourage all customers to use our Open Box Policy for the highest level of security.
1. Check Before Payment & Receiving (Important)
Note:
Please check the products before payment & receiving. If any dissimilarity or damage is found, return the products to the delivery person.
2. The “Open Box” Policy (Recommended)
- Inspection: Customers are required to check the product thoroughly in the presence of the delivery rider.
- Immediate return: If you notice a substantial difference (wrong material, different features, or incorrect color), refuse the package and return it to the rider immediately.
- Seller-side deliveries: For products delivered directly by the seller (not Gonimia’s internal fleet), Gonimia.com does not take ownership of the goods. Therefore, we cannot guarantee a return or refund if the product is not inspected and returned immediately to the delivery person.
3. Unboxing Video Requirement
If you are unable to check the product in front of the delivery rider, you must record a continuous unboxing video starting from the moment you break the seal of the package.
- Evidence: This video serves as your primary proof if the product is damaged or substantially different from what was ordered.
- Substantial difference: This includes receiving a completely different product (amounting to a different item altogether), a different material than advertised, or missing core features.
4. How to Raise a Complaint
If a discrepancy is found after the rider has left, you must notify us within 3 days of receiving the product.
You can reach us via Phone Call, Email, or SMS.
To help us resolve your issue quickly, please share your order/invoice details along with supporting evidence (unboxing video and/or photos).
5. The “No-Go” Zone (When Return/Refund Cannot Be Facilitated)
Gonimia.com shall be free from any obligation to facilitate a return or refund if:
- No unboxing video is provided.
- The complaint is raised after the 3-day window has expired.
6. Change of Mind & Exchanges
We understand that sometimes you might just change your mind.
- Availability: Exchanges for “change of mind” are subject to stock availability.
- Costs: In these scenarios, the customer will be responsible for additional delivery charges incurred during the exchange process.
- Pro tip: Always keep the original packaging and tags intact until you are 100% satisfied with your purchase. A missing tag or damaged box can often complicate the return process.
7. Cancellations (Before Shipment)
You may cancel your order until the product is shipped. After the product has been shipped, order cancellations are not available.
If you need help after shipment, you may request a return after delivery according to the conditions in this policy.
Refund Policy
Refunds include the item price and the original shipping fee. Refunds are handled as follows:
- Returns: Triggered after the item reaches our vendors and passes a Quality Check (QC).
- Cancellations: Triggered immediately upon successful cancellation of an order.
- Failed deliveries: Triggered once the package returns to our vendors.
Refund Timelines & Methods
The processing window begins once the refund is approved by our system.
| Payment Method | Refund Method | Estimated Timeline |
|---|
| Debit / Credit Card | Card reversal | 14 working days |
| EMI Payments | Card reversal | 14 working days |
| Mobile Wallets (bKash/Nagad/Upay) | Wallet reversal | 7 working days |
| Cash on Delivery (COD) | Bank deposit | 7 working days |
| Any method | Refund voucher | 3 working days |
Critical Refund Notes
- Vouchers: Sent to your registered email. They are single-use only; any leftover balance after a purchase is forfeited and cannot be encashed.
- Cashback adjustment: If you received a promotional cashback on the original purchase, that amount will be deducted from your final refund.
- Active accounts: For Mobile Wallet or Bank transfers, the account must be active and valid.
- QC failure: If a returned item fails the Quality Check, it will be sent back to you. After three failed redelivery attempts, the item will be scrapped and no refund will be issued.
Updates to This Policy
Gonimia.com reserves the right to modify these policies at any time to comply with operational requirements or local regulations.
