Returns and Exchange Policy

Introduction

At Goodiz From Dubai, we strive to ensure that you receive high-quality products that meet your expectations. We understand that sometimes products may not meet your requirements or may arrive damaged. This Returns and Exchange Policy outlines our procedures for returns, exchanges, and refunds for both our UAE supermarket import service and our online shop products available in Sri Lanka.

Given the international nature of our service and the specific characteristics of grocery and household products, this policy has been designed to be fair to our customers while acknowledging the practical limitations of cross-border returns.

 

General Policy Overview

Eligibility for Returns and Exchanges

Returns and exchanges may be accepted under the following circumstances:

  1. Damaged Products: Items damaged during transit
  2. Incorrect Products: Products that don’t match what you ordered
  3. Defective Products: Items with manufacturing defects
  4. Quality Issues: Products that don’t meet reasonable quality standards

 

Notification Period

  • All return requests must be submitted within 48 hours of receiving your order
  • For hidden defects that aren’t immediately apparent, notification must be made within 7 days of receipt

 

Documentation Required

For all return requests, you must provide:

  1. Order number
  2. Product details
  3. Clear photos of the issue
  4. Brief description of the problem

 

Non-Returnable Items

Due to the nature of certain products and import/export regulations, the following items cannot be returned or exchanged:

  • Opened food products
  • Personal care and hygiene products
  • Perishable items
  • Clearance or discounted items (marked as final sale)
  • Products with broken seals
  • Products past their return window
  • Products prohibited for export from Sri Lanka

 

Returns Process for UAE Supermarket Products

Given the international shipping involved in our UAE supermarket service, the return process has specific considerations:

 

Step 1: Submit a Return Request

  1. Log into your account on our website
  2. Navigate to “Order History” and select the relevant order
  3. Click “Request Return” and complete the form
  4. Upload clear photos showing the issue with the product
  5. Submit your request

 

Step 2: Return Request Review

  1. Our customer service team will review your request within 2 business days
  2. We may request additional information or photos if needed
  3. You will receive notification of approval or denial with explanation

 

Step 3: Resolution Options

For approved returns of UAE supermarket products, we offer the following resolutions:

  1. Refund: A refund of the product price (shipping fees are non-refundable except in cases of our error)
  2. Store Credit: Store credit for use on future purchases (with a 10% bonus value)
  3. Replacement: Replacement of the item in your next monthly shipment from UAE (subject to availability)

 

Important Notes for UAE Products

  • Due to the logistical challenges and costs of international returns, physical return of products from UAE supermarkets is generally not required
  • For high-value items (exceeding [specific amount]), we may request return of the product to our Sri Lanka location
  • Products approved for return/refund should be disposed of according to our instructions unless otherwise specified

 

Returns Process for Sri Lanka Online Shop Products

For products purchased from our online shop (already available in Sri Lanka):

 

Step 1: Submit a Return Request

Follow the same process as described above for UAE products.

 

Step 2: Return the Product

If your return request is approved:

  1. You will receive return instructions by email
  2. Return the product to our store location: [Store Address]
  3. Returns must be made within 7 days of approval
  4. Products must be in original packaging where possible
  5. Include a copy of your return approval

Step 3: Resolution Options

For approved returns of local online shop products:

  1. Exchange: Direct exchange for the same product (subject to availability)
  2. Alternative Product: Exchange for a different product of equal value
  3. Refund: A refund to your original payment method
  4. Store Credit: Store credit for future purchases

 

Return Shipping for Local Products

  • For returns due to our error (wrong item, quality issues), we will arrange pickup at no cost
  • For returns due to customer preference, return shipping/transport is the customer’s responsibility

 

Exchange Process

Product Exchange for UAE Supermarket Products

For UAE supermarket products eligible for exchange:

  1. The replacement item will be included in the next monthly shipment
  2. There may be a wait of 4-6 weeks depending on the shipping schedule
  3. No additional shipping fees will be charged for the replacement item

 

Product Exchange for Sri Lanka Online Shop Products

For local online shop products eligible for exchange:

  1. Immediate exchange if the same product is available in stock
  2. For out-of-stock items, you may choose an alternative or wait for restocking
  3. Exchanges must be of equal or lesser value (with a refund of the difference)
  4. If exchanging for a higher value item, you must pay the difference

 

Refund Process

Refund Methods

Refunds will be processed using your original payment method:

  • Credit/debit card refunds: 5-10 business days to appear on your statement
  • [Other payment methods]: [Specific timeframes]

 

Refund Amounts

The refund amount will include:

  • The full price of the product(s) being returned
  • Shipping fees are generally non-refundable, except in cases where:
    • We shipped an incorrect product
    • The entire order was damaged during transit
    • The order was never delivered

 

Processing Timeline

  • Refund requests are processed within 3-5 business days after approval
  • Credit card refunds may take an additional 5-10 business days to appear on your statement

 

Special Considerations for Grocery Products

Product Quality

For food and grocery items:

  1. Shelf Life: Products that arrive with less than 3 months of remaining shelf life may be eligible for partial refunds
  2. Storage Sensitive Items: Products requiring specific storage conditions (temperature control, etc.) that arrive compromised
  3. Packaging Issues: Minor packaging damage that doesn’t affect product quality is not eligible for returns

 

Batch Issues

If we identify a quality issue affecting a batch of products:

  1. We will proactively notify affected customers
  2. Provide simplified return/refund procedures for affected items
  3. Offer compensation as appropriate to the situation

 

Disputes and Escalation

Review Process

If your return request is denied and you believe this decision was incorrect:

  1. Respond to the denial notification with additional information
  2. Request a secondary review within 3 days of the denial
  3. Our management team will review the case and make a final determination

 

Customer Protection

We are committed to fair and reasonable resolution of all return requests. If you believe your case hasn’t been handled appropriately:

  1. Contact our customer service management at [email]
  2. Include all relevant order details and communication history
  3. Describe your desired resolution

 

Contact Information

For any returns or exchange inquiries, please contact our customer service team:

  • Email: [Returns Email]
  • Phone: [Phone Number]
  • WhatsApp: [WhatsApp Number]
  • In-person: Visit our store location at [Store Address]

 

Policy Updates

This Returns and Exchange Policy may be updated periodically to reflect changes in our procedures or regulations. The latest version will always be available on our website.

Last Updated: 1st June 2025

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