We know that not everything always goes well😊
Exchanges and returns are never an exciting experience. At Gotu, the conditions are clear, and above all, fair for both parties.
Exchanges
What can I exchange?
Any item can be exchanged without complications, with the exception of babywearing, car seats or hygiene or intimate items. These exceptions will be analyzed on a case-by-case basis only if they have never been used.
I want to exchange. How do I do it?
To make an exchange, please contact us by email (ola@gotu.pt) or WhatsApp (910 678 811). We will need to know the reason for the exchange (an error in our calculator? 🤔) in order to help with the process!
What should I pay attention to?
Products returned for exchange must be in a saleable condition, i.e. in the same condition in which they arrived in the User's hands, without any anomaly or damage (including any packaging, box or padding or wrapping material). This is a mandatory factor.
Are there any costs for the exchange?
Whenever any product is circulated, there is an associated cost. Nothing is truly free 😅 If the error is on our part (shoe calculator with the wrong size or defective item, for example) the exchange will not cost the customer. Otherwise, there will be associated costs, depending on the solution chosen:
-The customer sends the item to be exchanged to Gotu, and we will send the exchange immediately. Our cost is only the shipping cost, which is €4.50.
-For your convenience, we will arrange for the shipping and collection of the item, but the shipping cost will double, totaling €9.
Returns
What can I return?
Shipping cost is based on weight. Just add products to your cart and use the Shipping Calculator to see the shipping price.
We want you to be 100% satisfied with your purchase. Items can be returned or exchanged within 30 days of delivery.
What should I pay attention to?
Returned products must be in a saleable condition, i.e. in the same condition in which they arrived in the User's hands, without any anomaly or damage (including any packaging, box or padding or wrapping material). This is a mandatory factor.
How to proceed?
You must request a return by email (ola@gotu.pt) or WhatsApp (910 678 811). When an item is eligible for return, there are two ways to do so:
-The customer packs and sends the item well-packaged to Gotu, after approval of the return.
-For greater convenience, Gotu collects the item from the customer's address, at a cost of €4.50 (for mainland Portugal)
Are there any costs?
What will be described here is effective when the return is not based on manufacturing defects or errors attributable to Gotu. In these cases, the return is free of charge.
We must bear in mind that sending an item to the customer's address implies contracting a transport service external to Gotu. This service has a cost, which in most cases is €4.50. From the moment the customer receives the item, we consider the transport service to have been successfully completed.
In case of returning the item, we have to assume:
1-Shipping has already been paid for and completed
2-The cost of this shipment will not be refunded.
3-When shipping is carried out under a promotional campaign, its cost (€1 or even Free Shipping) is paid by Gotu to the transport company. This amount, regardless of the amount paid by the customer, will not be refunded.
In practice, returns will be made as follows (taking as an example an item valued at €50):
1-In case of full payment of postage (€4.50 for example) this amount will not be refunded, only the value of the item (€50 in the example)
2-In case of shipping under a Free Shipping or €1 Shipping campaign, the refund of the item's value will be debited from the actual shipping cost (€4.50 or €3.50 respectively, making a total refund of €45.50 or €46.50 respectively)
3- Points 1 and 2 assume that the customer will be responsible for sending the item. For greater convenience, Gotu can request home collection, increasing the discounted price of the item by €4.50.
