Haft Gohar Company always strives to deliver its products to our valued customers with the highest manufacturing quality and in fully standard packaging. However, in order to respect customer rights and create a safe and reliable shopping experience, the “Product Return and Refund Procedure” is hereby declared. Placing an order on the Haft Gohar website constitutes full acceptance of this agreement.

Eligible Conditions for Return

Valued users are only permitted to submit a return request if one of the following conditions is met:

  • Discrepancy with the Order: If the specifications of the delivered product (such as model, size, color, or technical features) do not match the information listed on the invoice registered on the site.
  • Technical Defect or Structural Damage: The existence of any malfunction, technical defect, or physical flaw in the product resulting from the factory production process or initial packaging that prevents it from functioning correctly.

Legal Deadline for Reporting Discrepancies and Defects

  • The buyer is obligated to inspect the physical condition and conformity of the product immediately upon receipt.
  • The deadline for reporting any discrepancy or technical defect is a maximum of 3 business days after the product is delivered to the buyer.
  • After this period (3 business days) expires, the product is considered permanently accepted and free of defects, and no claims in this regard will be accepted.

Requirements and Conditions for Accepting Returned Goods

To approve a return request, the product must meet the following conditions upon reaching the Haft Gohar central warehouse:

  • Initial Condition: The product must be completely new, untouched, and in its original condition. There must be no signs of installation, unconventional testing, or usage.
  • Preservation of Original Packaging: The seals, boxes, original cartons, holograms, labels, and protective covers must be kept completely intact, without any tearing, defacement, or writing on the box.
  • Submission of Purchase Documentation: Sending the original or a copy of the purchase invoice, order number, and exact buyer information is mandatory for accounting system verification.

Non-Returnable Items and Disclaimers

Under the following conditions, it is not possible to return the product or refund the money under any circumstances:

  • Used Products: Any product that has been removed from its packaging or used in a workshop/operational environment.
  • Custom-Made Products: Products designed and specifically manufactured based on the customer’s request, dimensions, color, or specific specifications.
  • Damages Caused by Improper Use: Any defect, breakage, scratch, or technical fault caused by improper transport by the user, incorrect storage, failure to follow the product’s technical instructions, or improper usage.

Refund Process and Timeline

  • Upon delivery of the product to the Haft Gohar warehouse, the technical and quality control department experts will evaluate the item within 48 hours.
  • In case of confirmation of a defect or discrepancy, the refund request will enter the financial cycle.
  • The amount paid by the customer will be deposited within a maximum of 7 business days, exclusively to the bank account or card number registered in the buyer’s name (matching the user account details).

Special Note (Bulk and Corporate Orders)

  • The terms, conditions, and procedures stated on this page apply exclusively to retail and online purchases made through the website.
  • Bulk orders, corporate purchases, commitments between the company and agencies, and custom-manufactured products are not covered by this policy. Their return, warranty, and after-sales service conditions are managed entirely based on the provisions of written, exclusive contracts and separate agreements between the parties.

To submit a return request, you may visit the “Support Tickets” section in your user panel or contact Haft Gohar’s after-sales service experts.