Returns Procedure
Customer peace of mind and satisfaction have always been priorities for Soghateh Gilan, and Soghateh Gilan strives to deliver every order to customers in satisfactory conditions. However, customers may face issues after purchase, and in such cases, after-sales services are considered. Given the variety of product categories offered on the Soghateh Gilan website, all products that should reach the consumer physically intact come with a guarantee of authenticity and physical health, subject to a 7-day return period.
Items included as gifts with the order by Soghateh Gilan, listed on the sales invoice with a zero Rial amount, are not eligible for a 7-day replacement guarantee.
Please note:- If a purchase is made using credit (using a discount code or voucher), any changes to the shopping cart or invoice amount due to reasons such as canceling the purchase, deleting or changing items, are not legally possible. If the customer requests any changes, the voucher or discount code will be invalidated, and the amount cannot be refunded.
Conditions for Returning Products
1. If the purchased item has a defect or technical issue:- The defect or technical issue must be reported to Soghateh Gilan within 7 days of receiving the product.
- The original product box and packaging must be kept until the end of the 7-day period, and discarding it prematurely should be avoided.
- This service is only possible if the product is returned to Soghateh Gilan in its original box or packaging.
- Labeling or writing on the box, or any damage to it, will void the return guarantee.
- This service does not cover technical and cosmetic issues (breakage, scratches, etc.) caused by improper use of the product after delivery.
- Any deviations must be reported to Soghateh Gilan’s after-sales service within 24 hours of receiving the product.
- If the deviation is visible without using the product, the product must be in its original condition and unused.
- Discrepancies based on product photos are not considered valid, and the criteria for discrepancies are the technical specifications stated on the website.
Note:
After examining returned items by after-sales service experts, if a product is returned outside the specified conditions and found to be without any issues, it will be sent back to the customer. In case of refusal to accept the returned product in good condition, it will be considered an entrusted item with Soghateh Gilan, and the company will not be responsible for any loss or damage after the expiration of this period.
How to Send Products?
- Please contact the after-sales support experts before taking any action.
- Avoid sending the product without coordinating with Soghateh Gilan’s after-sales service.
- For shipping, the product must be properly packaged in its original box or carton, including all accessories and items accompanying the original product.
- Labeling or writing any information on the box or original package may void the return guarantee. If necessary, provide details on the purchase invoice or a separate piece of paper.
- Include the invoice with the product and write down any issues on the back. If sent by express mail, attach the postal receipt to the stamped invoice.
- If the product was a gift and the invoice was not sent with the order as per the buyer’s request, print the pre-invoice email or write down the order code and purchase details on a separate piece of paper.
- If you reside in other cities, use express mail for returning the product. Note that return costs, other than express mail, are the customer’s responsibility. However, the cost of express mail will be reimbursed to the customer’s account upon confirmation by after-sales services.
- For assurance, send the postal receipt along with the package and attach it to the stamped invoice.
- If you are in Tehran, contact Soghateh Gilan for coordination on sending a courier to receive the product. Avoid writing the address on the box and, if necessary, place the original product box inside another carton for shipment.
How is the Shipping Cost Calculated?
- If a technical issue, discrepancy, or physical damage is confirmed by Soghateh Gilan’s after-sales experts, the shipping costs are covered by Soghateh Gilan.
- For postal payment, the postal invoice with the company’s stamp must be sent along with the product to Soghateh Gilan.
- In case of withdrawal from the purchase or non-confirmation of issues by Soghateh Gilan’s experts, the cost of shipping and re-receiving the product will be borne by the customer.
Receiving and Handling Customer Requests
- After receiving the product by after-sales service, the reported issues by the customer will be examined and controlled by Soghateh Gilan’s after-sales experts.
- If the issues are confirmed, the product will be replaced, or the customer can choose another model. Replacement is subject to the availability of the product in the company’s warehouse. If the stock is depleted during the replacement process, Soghateh Gilan will either send another product of the customer’s choice or refund the amount to the customer’s account.
- Stock depletion or price changes during the replacement process do not create any rights for the customer. Soghateh Gilan has no commitment to provide the same product or maintain its price and only accepts the obligation to refund the product’s amount – as stated in the invoice – to the customer.
- After receiving and accepting the product by Soghateh Gilan, depending on the type of product and the reported issue, testing and the final opinion of after-sales service experts will take an average of 48 business hours.
- Technical service experts follow standards, guidelines, and procedures communicated by authorized representatives of the products and goods offered on the Soghateh Gilan website. Testing, despite being assumed to be quick, is time-consuming in practice and may require coordination with authorized representatives of the product. Therefore, the average time for the final opinion on replacing the product is considered 48 business hours. However, after-sales service will make every effort to increase the speed of testing and expertise to respond to the needs of valued customers in the shortest possible time.
- As soon as the status of the product is determined in the after-sales service unit, if a refund is needed, the amount will be deposited into the customer’s account within a maximum of 48 business hours.
- The criterion for action and the company’s commitment are the final opinions of Soghateh Gilan’s technical support and after-sales service experts.
How to Inform After-Sales Service of Your Request?
To inform after-sales service of your request, use one of the following methods:
- Send your message on the “Contact Us” page, selecting the after-sales service topic.
- Email to cs@soghatehgilanshop.com, mentioning the order tracking number.
Note: To process your request, mentioning the order tracking number is mandatory.