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RETURN & EXCHANGE POLICY
2.1. Each product may be exchanged/returned only once
If the customer has already exchanged a product and an issue arises on Gamota's side — such as a product defect, manufacturing fault, or incorrect image — and the customer no longer wishes to exchange it, Gamota will proceed with a refund in accordance with Gamota's process.
2.2. Value of the exchanged/returned product
The replacement product must be equal to or greater in value than the payment amount of the order for which the exchange/return is requested (Note: shipping costs are not included). Gamota will not refund the price difference when exchanging for a product of lower value.
2.3. Conditions for accepting returned goods
After Gamota inspects the goods returned by the customer, if the product does not meet the return conditions, Gamota will reject the return. Customer Care will then contact the customer regarding receiving the product back, or Customer Care will assist in shipping the returned product back to the customer's address (in this case, the customer will bear the shipping cost).
If the customer does not accept receiving the product back, or does not pay the shipping cost, the product will be returned to Gamota at the sending address, and Gamota will have full discretion over the product.
2.4. Exchange/return cases
When the issue arises from Gamota's side, Gamota will bear the shipping cost to the customer.
When the request arises from the customer's own needs, the customer will bear the shipping cost of sending the goods back to Gamota.
Note:
On Gamota's part, we sincerely apologize for any inconvenience you have experienced with our product. To verify the issue and process your return request quickly, we ask that you provide additional information, such as an unboxing video or detailed photos taken when opening the package.
Specifically, an unboxing video or photos will help us get an overall view of the product and better understand the issue you encountered. You may send the video or photos to us via email or the Help Center: https://gig.vn/help-center
By providing this information in full, we will have a basis to verify the issue and process your request quickly and effectively. We are committed to resolving your issue fairly and to your satisfaction.
Please note that providing this additional information will help us make an accurate assessment and process your request more effectively. We sincerely thank you for your cooperation in resolving this matter.
For cases reporting a defect, Gamota's response and processing time is 7 days from the date the order is completed.
(For all exchange/return procedures, Gamota communicates with customers primarily via email)
When Customer Care receives an exchange/return request, they will email the customer directly with the return shipping address.
For prompt assistance and specific guidance on the return address, please contact the Help Center: https://gig.vn/help-center
Please note the following when shipping your package through a delivery service:
Gamota is not responsible for the integrity or completeness of the goods inside the package when sent via a delivery service.
Customers should pack the item carefully to prevent damage, crushing of the product box, loss, or misplacement.
Customers are advised to photograph the product and package before shipping it back to Gamota for exchange/return. Keeping such photos will help resolve any issues that arise during the exchange/return process via the delivery service more effectively.
Step 1:Contact the Help Center: https://gig.vn/help-center or email info@gamota.com if you need to exchange or return a product
Step 2: Customer Care receives your request and assists via email
Step 3: Ship the product to be exchanged/returned
Step 4: The product's condition is reviewed based on the *return conditions (section 3.1)
Step 5: Confirmation of the exchange/return
If the exchange is approved: the customer will receive a coupon equivalent to the value of the original order. The customer may then contact Customer Care for assistance placing a new order.
If the return is approved: the customer will receive a refund and/or a coupon equivalent to the amount paid.
If the exchange/return is not approved: Customer Care will notify the customer of the product's condition and proceed to ship it back to the customer.
Method 01: A coupon will be automatically sent to the customer's email by the system, valid for 45 days from the date of issue.
Method 02:Online payment via ZaloPay/VN Pay, MoMo/ShopeePay e-wallet apps using QR Code, or domestic ATM card, within 7–10 business days from the time Customer Care staff confirm that the order has completed the payment request in the system.