Returns & Refunds

Scope and reporting

For orders placed directly with GOAT™, report damaged, wrong, incomplete or faulty deliveries within seven calendar days of delivery wherever possible. Include the order reference, delivery date and a clear description. Early reporting helps preserve delivery evidence.

The seven-day reporting window is an operational request, not a waiver of rights. It does not extinguish statutory remedies for defective, misdescribed or otherwise non-conforming goods, or valid later manufacturing-defect warranty claims.

Evidence that helps

Provide photographs of the product, shipping label and relevant packaging where available. Keep the product and supplied accessories safely until we advise the next step. An unboxing video can help but is not mandatory for a genuine claim. Missing original packaging alone does not remove statutory rights.

Share only evidence relevant to the request. Cover unrelated personal details on documents. GOAT will not ask for payment passwords, UPI PINs or an OTP to approve a refund.

Request, review and inspection

Submit a return request and retain the reference. GOAT may seek clarification, offer safe troubleshooting or arrange inspection. Support will give the authorised return address or pickup instructions. Do not send products to an unconfirmed location.

Once reviewed, GOAT will explain whether replacement, repair, refund or another lawful remedy applies and why. Request submission does not mean automatic approval. A rejection should state the reason and escalation route.

Return condition and costs

Return the affected product and supplied items requested for assessment, securely packed. Reasonable handling needed to discover a fault does not automatically disqualify a defect claim. Let support know if packaging or accessories were missing on delivery.

For verified GOAT fulfilment errors or defective deliveries, GOAT will arrange return transportation or reimburse reasonable costs agreed with support. Confirm the arrangement before paying a courier. Optional services and their charges require prior disclosure and agreement.

Replacement

Where a replacement is an appropriate remedy and suitable stock is available, support will confirm the product, dispatch arrangement and estimated timing. A materially different model or finish will not be substituted without discussion. If replacement is unavailable or inappropriate, another remedy will be considered according to applicable law and the circumstances.

Refund amount and payment route

An approved refund is based on the amount actually paid for the affected goods, including applicable tax adjustments, rather than the printed MRP. GOAT will explain treatment of delivery charges, agreed return costs, discounts and any partial refund before processing.

Refunds are normally returned to the original payment method. If that is technically unavailable, support will agree a secure alternative after appropriate verification. No refund requires you to scan a payment QR code or send money to release funds.

Refund timing and tracking

When approving a refund, GOAT will confirm the amount and expected initiation date in writing. Refunds will be processed within a reasonable period and within any applicable legal or payment-system deadline. Bank or payment-provider posting time may differ from GOAT’s initiation time.

Ask for the transaction/reference number if an approved refund is delayed. Escalate using the original request reference; do not submit banking credentials in an open support message. Live payment/refund providers and their processing timelines must be published before paid checkout is enabled.

Change of mind and hygiene

GOAT does not offer voluntary change-of-mind returns for opened or used in-ear products for hygiene reasons. Any offer for unopened goods must be expressly confirmed in the sale terms. These restrictions do not apply to a legal remedy for defective, misdescribed, incorrect or non-conforming goods.

Cancellation and failed delivery

You may request cancellation before dispatch without a cancellation fee. Contact GOAT support promptly with your order reference. We will confirm the fulfilment stage and cancellation outcome. Once dispatched, the Returns & Refunds process applies. Approved paid-order cancellations are refunded to the original payment method.

If delivery fails, is materially delayed or shows an incorrect delivery confirmation, contact GOAT with your order reference. We will review carrier evidence and agree the next step; a carrier status alone does not resolve a genuine non-delivery complaint.

Third-party purchases and later faults

For marketplace or retailer orders, use the seller’s order support and applicable return process. GOAT can assist with product-warranty questions and verification. Faults occurring after the initial reporting period may still qualify for the one-year manufacturing-defect warranty or other applicable rights.

Fair review and escalation

GOAT may verify purchase and returned-item identity to prevent misuse, but a suspected mismatch will be explained and you may provide clarification. Genuine claims will not be rejected solely for lack of an unboxing video. Escalate unresolved issues using the grievance contact below. Consumer grievances are to be acknowledged within 48 hours and redressed within one month.

Customer confidentiality and lawful disclosure

GOAT does not sell, rent or voluntarily give private customer records to unrelated third parties. The public GUPI check has a specific, limited display: for an already-registered code, the registered customer’s masked name and purchase date may be shown. It does not display a full name, phone number, email, address, invoice or private dashboard record. Necessary account/service processing and a customer’s verified access request are handled under the GOAT Privacy Policy. Government or legal disclosure requires a verified court order or another binding legal obligation, and is limited to the authorised recipient and the customer information lawfully required.

Governing law and jurisdiction

These terms are governed by Indian law. Subject to mandatory law, courts of competent jurisdiction in Bengaluru, Karnataka have exclusive jurisdiction over contractual disputes. This does not restrict your right to approach a competent consumer commission, data-protection authority or other statutory forum, including a forum available where you reside or work, where the law permits. No provision waives a non-excludable consumer right.