Legal

Terms & Conditions

How returns, refunds and faulty products are handled when you order through the Gonje App.

1. If You Change Your Mind

Until further notice, neither Gonje nor its vendors will facilitate refunds or exchanges for products if you have simply changed your mind after purchasing them through the app.
If you have purchased additional items, we encourage you to consider sharing them with those in need, particularly the elderly and the most vulnerable.

If a product you acquire through the Gonje App is found to be faulty, kindly reach out to our Customer Service Centre at 1800 749 277 during Contact Hours or email help@gonje.com. We will be glad to refund the purchase price for the faulty product or discuss an appropriate alternative solution.
Faulty products must be reported and returned within 7 days of receiving the product.
There is no cost to return a faulty product. Gonje will cover the return cost for eligible faulty product returns.
To process a return or refund, our Customer Service team may require your identification, including your name, address, and signature, along with verification of the faulty product. These details will be documented for loss prevention purposes and are covered under our Privacy Policy.
For certain high-value items, we retain the right to assess the product's quality before offering a suitable remedy. In cases where we cannot assess the product ourselves, we will arrange for the product to be evaluated by the manufacturer.
You also have the option of liaising directly with the manufacturer, which may prove to be a more efficient process. Our Customer Service Team will be pleased to provide you with relevant contact information to assist you.

Rainchecks for advertised stock purchases will not be available until further notice. The term "advertised stock" encompasses products that are advertised for sale or are part of a promotion on the Gonje App.

If returning a product is challenging due to factors such as the nature of the fault, the product's size, or its attachment to your premises, please contact our Customer Service Team at 1800 749 277 during Contact Hours. We will facilitate an assessment of the product and provide an appropriate remedy.
Where applicable, we kindly request that you return products along with their accessories and instruction manuals.
For major failures with goods, you can choose between a refund or replacement. If the failure does not qualify as a major failure, you are entitled to have the failure rectified within a reasonable time. If this does not occur, you may have the right to a refund for the goods and can cancel the service contract for a refund of any unused portion.
You may also be eligible for compensation for other reasonably foreseeable loss or damage resulting from a failure of goods or services, where applicable under the Australian Consumer Law.
Gonje is not responsible for providing remedies under the Australian Consumer Law for major and non-major failures in regard to products sold by independent vendors where the applicable legal responsibility rests with the relevant seller or manufacturer.
Our returns policy complements any additional rights you may have under the consumer guarantees of the Australian Consumer Law.
Our liability to you under this agreement is limited to what's set out in this policy and permitted under the Australian Consumer Law.