Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refund and Returns Policy
Last updated: 11 May 2026
Thank you for shopping at GoBongo (operated by GoBongo General Trading LLC). We want you to be completely satisfied with every order of groceries and beverages you receive from us. This Refund and Returns Policy explains when and how you can request a return, replacement, or refund.
By placing an order on gobongo.shop, you agree to the terms set out below.
1. Overview
Our standard return window is 7 days from the date of delivery. To be eligible for a return or refund, your item must meet the conditions described in Section 3 below.
Because we sell food, beverages, and other consumable goods, certain categories of products are non-returnable for health, safety, and hygiene reasons. Please read Section 4 carefully before requesting a return.
2. How to Request a Return or Refund
To start a return, please contact our customer support team within 7 days of receiving your order:
- Email: info@gobongo.shop
- Hotline: +971 4509 5923
Please include the following information so we can process your request quickly:
- Your order number
- Your name and delivery address
- The product(s) you wish to return
- The reason for the return
- Clear photos of the product, packaging, and any visible damage or defects
Once we receive your request, our team will review it and respond within 1–2 business days with instructions on how to proceed.
3. Eligibility for Returns
To be eligible for a return, your item must meet all of the following conditions:
- The request is made within 7 days of delivery.
- The item is unused, unopened, and in its original condition.
- The original packaging, seals, and labels are intact.
- You can provide proof of purchase (order number, invoice, or order confirmation email).
We accept returns in the following situations:
- You received a damaged or defective product.
- You received the wrong product (different from what was ordered).
- The product is past its expiry date on the day of delivery, or its remaining shelf life is unreasonably short.
- The product is missing from your delivery.
4. Non-Returnable Items
For health, safety, and hygiene reasons, the following items cannot be returned or refunded once delivered, unless they are damaged, defective, or incorrectly supplied:
- Opened food items, snacks, biscuits, and confectionery
- Opened beverages, juices, energy drinks, and soft drinks
- Cooking oil, ghee, and other liquid food products once the seal is broken
- Rice, flour, pulses, sugar, salt, spices, and other loose or bulk grocery items once opened
- Tea, coffee, and other dry beverages once opened
- Items marked as “Final Sale,” “Clearance,” or part of a flash deal
- Products damaged due to customer misuse, improper storage, or mishandling after delivery
5. Damaged, Defective, or Incorrect Items
We carefully inspect and pack every order, but if your shipment arrives damaged, defective, or incorrect, we will make it right.
Please notify us within 24 hours of delivery if:
- An item arrived broken, leaking, crushed, or visibly damaged.
- An item is expired or close to expiry.
- You received the wrong product or quantity.
- A product is missing from your order.
Send a photo of the affected item(s) and packaging to info@gobongo.shop. We will arrange a free replacement, store credit, or refund — whichever you prefer.
6. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed as follows:
- Card payments: Refunded to the original card or payment method within 7–14 business days, depending on your bank.
- Cash on Delivery (COD) orders: Refunded as store credit or via bank transfer (we will request your bank details by email).
- Store credit: Issued instantly to your GoBongo account for use on a future order.
Original shipping and delivery charges are non-refundable, unless the return is due to our error (damaged, defective, or incorrect item).
7. Order Cancellations
You may cancel your order free of charge as long as it has not yet been dispatched. To cancel, contact us immediately at info@gobongo.shop or +971 4509 5923 with your order number.
Once an order has been dispatched, it can no longer be cancelled. You may instead refuse delivery or request a return under the conditions described above.
8. Late or Missing Refunds
If you have not received a refund within the expected time frame, please:
- Check your bank account again.
- Contact your credit card company — it may take some time before the refund is officially posted.
- Contact your bank, as there is often processing time before a refund appears.
If you have done all of the above and still have not received your refund, please contact us at info@gobongo.shop.
9. Return Shipping
If a return is approved, we will advise you on how to ship the item back or arrange a pickup, depending on your location within the UAE.
- If the return is due to our error (damaged, defective, wrong, or expired item), we cover the return shipping cost.
- For change-of-mind or other eligible returns, the return shipping cost may be deducted from your refund.
We recommend using a trackable shipping service. We cannot guarantee that we will receive your returned item if it is lost in transit.
10. Contact Us
If you have any questions about this Refund and Returns Policy, please get in touch:
GoBongo — a brand of GoBongo General Trading LLC
Email: info@gobongo.shop
Hotline: +971 4509 5923
Website: gobongo.shop
We reserve the right to update or modify this policy at any time. Any changes will be posted on this page with an updated revision date.