CANCELLATION POLICY

GootoShop CANCELLATION POLICY

At Gootoshop, our aim is to provide 100% satisfaction to our customers. If for any reason you wish to cancel the order, we are here to help. You will be able to cancel product(s) from your order in multiple ways on Gootoshop, namely:

  • 1. Order Level Cancellation
  • 2. Product Level Cancellation
  • 3. Shipment Level Cancellation
  • 4. Combo Cancellation
  • 5. Assembly Service Cancellation

Post successful cancellation, refunds would be provided as per applicability. For detailed information, please refer to the REFUNDS section under this policy.

1. ORDER LEVEL CANCELLATION
  • You can cancel your order online, before the product(s) inside the order has been shipped. Applicable refund against the cancelled order will be credited to your Gootoshop Cash Wallet, which can be further used during your next purchase with us or may be transferred to your respective bank / card / wallet by logging into your Gootoshop Account (further Refund related details are provided below).
  • In case, even a single product of the order has been shipped, you will not be able to cancel the order (in such cases, user would have to cancel an individual product or complete shipment).
  • In case, the order contains product(s) such as Guaranteed Savings Offer, Gift Certificate or Digital Products, order level cancellation will not be applicable.
2. PRODUCT LEVEL CANCELLATION
  • You can cancel the product online,before the product(s) inside the order has been shipped. Applicable refund against the cancelled product will be credited to your Gootoshop Cash Wallet, which can be further used during your next purchase with us or may be transferred to your respective bank / card / wallet by logging into your Gootoshop Account (further Refund related details are provided below).
  • In case, the product has been shipped, you will not be able to cancel individual product (complete shipment would get cancelled in this case).
  • For product(s) such as Guaranteed Savings Offer, Gift Certificate, Gift Wrap and Digital Products cancellation will not be allowed.
  • With the cancellation of last product in the order, 'Gift Wrap' would automatically get cancelled.
  • As a part of cart offer or any other discount offer, if a user has purchased one product along with another product, and during cancellation of same, all the products purchased through same cart offer would get cancelled.
  • For product(s) purchased through specific cart offer or any other discount offer inside the order, if any one of the product gets delivered to the user, then cancellation will not be applicable for all the other products tagged under same cart offer.
3. SHIPMENT LEVEL CANCELLATION
  • You can cancel the shipment online, after the product(s) inside the order has been shipped. Applicable refund against the cancelled shipment will be credited to your Gootoshop Cash Wallet, which can be further used during your next purchase with us or may be transferred to your respective bank / card / wallet by logging into your Gootoshop Account (further Refund related details are provided below).
  • In case, the product has been shipped, you will not be able to cancel individual product, as complete shipment / package would get cancelled.
  • In case, user tries to cancel a product which has already been shipped, all the products which are part of same shipment / package will get cancelled.
  • Cancellation will not be applicable for all the respective products which are part of shipment / package, if the shipment / package is out for delivery.
  • If the product(s) are shipped through Bangladesh Post delivery service, cancellation will not be applicable for all the respective product(s) which are part of the shipment / package.
4. COMBO CANCELLATION
  • You can cancel the combo online, through 'Cancel' link provided against specific combo on order details page. Applicable refund against the cancelled combo will be credited to your Gootoshop Cash Wallet, which can be further used during your next purchase with us or may be transferred to your respective bank / card / wallet by logging into your Gootoshop Account (further Refund related details are provided below).
  • Cancellation at combo level will result in the cancellation of the entire combo.
  • Partial cancellation at product level (inside combo) is not applicable and will not be allowed.
  • For product(s) which are part of specific combo inside the order, if any one of the product gets delivered to the user, then cancellation will not be applicable for rest of the product(s) which are part of that combo.
  • In case, single or multiple product(s) which are part of specific combo, get shipped through Bangladesh Post delivery service, then cancellation at complete combo level would not be applicable.
  • There may arise certain scenarios wherein it might not be possible for us to accept and complete an order / product(s) inside an order and we may have to cancel same. Some situations that may result in your order being cancelled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We reserve the right to refuse or cancel any order for any reason at our sole discretion. Therefore, for product(s) which are part of a specific combo inside the order, if any one of the product is cancelled due to above mentioned situations, the user will not be able to initiate cancellation request for the rest of the product(s) which are part of that combo (applicable refund against the cancelled combo product(s) will be credited to your Gootoshop Cash Wallet).
5. ASSEMBLY SERVICE CANCELLATION
  • You can cancel the assembly service online, through 'Cancel' link provided against specific assembly service on order details page. Applicable refund against the cancelled assembly service will be credited to your Gootoshop Cash Wallet, which can be further used during your next purchase with us or may be transferred to your respective bank / card / wallet by logging into your Gootoshop Account (further Refund related details are provided below).
  • Cancellation against assembly service will not be applicable if the status of the assembly service is already cancelled or closed.
  • If a user has initiated cancellation request for the product against which assembly service was purchased, assembly service too will be cancelled and cumulative amount of Product and Assembly Service will be credited to the user's Gootoshop Wallet.
STEPS TO PROCESS CANCELLATION
ORDERPRODUCTSHIPMENTCOMBOASSEMBLY
a. Log into your Gootoshop account and go to Order Details page under "My Account".a. Log into your Gootoshop account and go to Order Details page under "My Account".a. Log into your Gootoshop  account and go to Order Details page under "My Account".a. Log into your Gootoshop account and go to Order Details page under "My Account".a. Log into your Gootoshop account and go to Order Details page under "My Account".
b. Identify the order you wish to cancel and click on corresponding "Cancel Order" link.b. Identify the product you wish to cancel and click on corresponding "Cancel" link.b. Identify the Shipment you wish to cancel and click on corresponding "Cancel" link.b. Identify the combo you wish to cancel and click on corresponding "Cancel" link.b. Click on corresponding "Cancel" link present against purchased assembly service.
c. Indicate the reason for cancellation and confirm the cancellation.c. Indicate the reason for cancellation and confirm the cancellation.c. Indicate the reason for cancellation and confirm the cancellation.c. Indicate the reason for cancellation and confirm the cancellation.c. Indicate the reason for cancellation and confirm the cancellation.
d. Once your cancellation request is submitted, it will be processed in the quickest time possible. You can check the status of your cancellation request under {My Accounts > Order History > Order Details} section. Refund related details will be available under {My Accounts > Cash in my Account} section.d. Once your cancellation request is submitted, it will be processed in the quickest time possible. You can check the status of your cancellation request under {My Accounts > Order History > Order Details} section. Refund related details will be available under {My Accounts > Cash in my Account} section.d. Once your cancellation request is submitted, it will be processed in the quickest time possible. You can check the status of your cancellation request under {My Accounts > Order History > Order Details} section. Refund related details will be available under {My Accounts > Cash in my Account} section.d. Once your cancellation request is submitted, it will be processed in the quickest time possible. You can check the status of your cancellation request under {My Accounts > Order History > Order Details} section. Refund related details will be available under {My Accounts > Cash in my Account} section.d. Once your cancellation request is submitted, it will be processed in the quickest time possible. You can check the status of your cancellation request under {My Accounts > Order History > Order Details} section. Refund related details will be available under {My Accounts > Cash in my Account} section.
e. After submission of the cancellation request, a mail with the final status of the request will be sent to your Shipping Email Address.e. After submission of the cancellation request, a mail with the final status of the request will be sent to your Shipping Email Address.e. After submission of the cancellation request, a mail with the final status of the request will be sent to your Shipping Email Address.e. After submission of the cancellation request, a mail with the final status of the request will be sent to your Shipping Email Address.e. After submission of the cancellation request, a mail with the final status of the request will be sent to your Shipping Email Address.
f. Applicable Refund will be initiated, once the cancellation request is successfully processed.f. Applicable Refund will be initiated, once the cancellation request is successfully processed.f. Applicable Refund will be initiated, once the cancellation request is successfully processed.f. Applicable Refund will be initiated, once the cancellation request is successfully processed.f. Applicable Refund will be initiated, once the cancellation request is successfully processed.
g. In case, 'Gift Wrap, was purchased in the order, same would automatically get cancelled with cancellation of complete order.g. In case any product in the order is shipped almost the same time the cancellation request is submitted, the cancellation request may not be fulfilled.g. In case the shipment moves out for delivery almost the same time the request is submitted, the cancellation request may not be fulfilled. For these orders, you will have to check our return policy.g. In case the assembly service is closed almost the same time the cancellation request is submitted, the cancellation request may not be fulfilled
Scenarios when Cancellation Option will be Disabled
ORDERPRODUCTSHIPMENTCOMBOASSEMBLY
1. The product(s) inside the order has been shipped1. The product(s) has been shipped1. The product(s) is shipped through Bangladesh Post delivery service1. Partial or complete combo has already been delivered to the user1. The assembly service is already cancelled or is in closed state
2. The payment status is not confirmed2. The payment status is not confirmed2. The shipment is already out for delivery2. The shipment through which combo is partially or completely shipped, is already out for delivery
3. Order contains product(s) such as Gift Certificate or Guaranteed Savings Offer3. Product is Gift Certificate, Guaranteed Savings Offer or Gift Wrap3. Shipment has already been cancelled3. The shipment through which partial or complete combo is shipped, is being serviced by 'Bangladesh Post' courier service
4. Order has already been cancelled4. The product(s) has already been cancelled4. Combo has already been cancelled
Refunds
  • 1. Applicable refund against the Entire Order / Product / Shipment / Combo / Assembly Service amount will be provided in your respective Gootoshop Cash Refund Account first, with the exception of Loyalty Cash, Guaranteed Savings Offer and Gift Certificate amounts.
  • 2. Payments made through Loyalty Cash, Guaranteed Savings Offer and Gift Certificate will be refunded back to the respective original source.
  • 3. Once the refund amount is added in your Gootoshop Cash Refund Account, you can use the credit to place future orders with Gootoshop .com or request to initiate refund to your original source of payment can be made using 'Refund Back to Me' option under 'Cash in My Account' section.
  • 4. Upon successful cancellation of order, applied Coupon Code will be auto released for re-use, provided it is valid and satisfies the code related Terms & Conditions.
  • 5. Cancelled orders will not be eligible for earning any loyalty cash or Cashback on Partner Sites.
  • 6. A fixed shipping charge of Rs. 50 is applicable on all orders below Rs. 699/- (Excluding COD charges, Shipping charges, Taxes or value reduced after application of coupons or any other offer) at all locations with an additional charge applicable at certain locations.
  • 7. For orders equal to or above Rs. 699 (Excluding COD charges, Shipping charges, Taxes or value reduced after application of coupons or any other offer) free shipping is available at certain locations only. For other locations, additional shipping charges will be applicable. At these locations, in which additional charges are applicable, Rs. 50 shipping charge will be added to the shipping charges for all orders below Rs. 699 (with exclusions as above).
  • 8. In cases, where the user is initiating a cancellation request, basis which the order value is going below Rs. 699 (Excluding COD charges, Shipping charges, Taxes or value reduced after application of coupons or any other offer), shipping charges would be deducted / recovered from the User's Gootoshop Wallet (As a one time deduction). Scenario where a User is initiating cancellation request for order whose value is below Rs. 699/- (Excluding COD charges, Shipping charges, Taxes or value reduced after application of coupons or any other offer), and if the system identifies that even a single product from that order is shipped, shipping charges would be deducted / recovered from User's Gootoshop Wallet (As a one time deduction)
  • 9. For 'Cash on Delivery' orders - In cases, where the user is initiating a cancellation request, basis which the order value is going below Rs. 699 (Excluding COD charges, Shipping charges, Taxes or value reduced after application of coupons or any other offer), COD + Shipping charges would be deducted / recovered from User's Gootoshop Wallet (As a one time deduction). Scenario where a User is initiating cancellation request for order whose value is below Rs. 699/- (Excluding COD charges, Shipping charges, Taxes or value reduced after application of coupons or any other offer), and if the system identifies that even a single product from that order is shipped, shipping charges would be deducted / recovered from User's Gootoshop Wallet (As a one time deduction)
  • 10. Scenarios where a user is initiating a cancellation request, because of which the order value is going below Rs. 249/- (Excluding COD charges, Shipping charges, Taxes or value reduced after application of coupons or any other offer), cancellation would not be applicable or if applicable, the entire order has to be cancelled.
  • 11. In addition to the above point no. 8 & 9, where the Shipping and COD amount was deducted / recovered as the order value was going below Rs.699/- due to a cancellation request raised by a user, if a customer further initiates a cancellation request, which would eventually result in the cancellation of complete order (provided no shipment was configured), in that scenario, the COD / Shipping charges deducted / recovered earlier would be credited back to User s Gootoshop Wallet.
  • 12. Gift Wrap refund would be applicable -
    • 1) Only with the cancellation of the last product in the order.
    • 2) No shipment is generated / configured in the order.
  • 13. Scenarios, where the system identifies that even a single product from the order is shipped, shipping charges would be deducted / recovered from User's Gootoshop Wallet (As a one time deduction) irrespective of the order amount.
  • 14. In light of the COVID- 19 outbreak, we will not be deducting the shipping charges while processing a cancellation request for all orders placed during the nation-wide lockdown.This is to avoid any inconvenience to our customers.