- Where is my refund?
- I’ve received a poor-quality product. What should I do?
- My package arrived incomplete, or I received the wrong product.
- Chargebacks & Claims
- National consumer protection and market surveillance authorities in EU
Do you accept returns?
How to request for a return?
Where is my refund?
If the status of your order is Refunded that means we’ve successfully reimbursed the amount paid for it. The money should be transferred back to your account within 7-14 days.
Why does it take so long?
We tend to think that card payments are instant, but in fact, they are not. When you purchase something in a store, your bank locks the amount in your account and sends you a notification about the money withdrawal, but it may take a few hours or even days for the seller to receive the actual transfer.
That’s why the refund, which is the same process in reverse, also takes time.
But it’s been more than 14 days already!
If 14 days have passed and your bank still haven’t confirmed the money return, make sure to check the bank statement for the two-week period starting from the day the refund was issued. The statement a list of all the transactions made within a specific timespan. You can get one in the banking app or request it directly from your bank.
In case there’s no reimbursement in the statement either, please attach the latter to your inquiry — Boomgos support agents will need it to double check everything on our end.
How do I get in touch with them?
By email (support@boomgos.com) or by clicking on the button below.
I’ve received a poor quality product! What should I do?
If you’ve received a low-quality, defective or a damaged product, we’ll do our best to sort it out. But make sure to contact the Boomgos support team ASAP.
How to do that?
On the website:
Go to My orders.
Select the order you’re having problems with.
Click on the Boomgos support team button to the right.
Describe the issue and attach a photo/video highlighting it.
On Android:
Go to Profile by tapping the icon in the bottom right corner.
Select My orders.
Select the order you’d like to report.
Scroll down and tap Problem with a product.
Tap the chat icon in the bottom right corner.
Describe the issue and attach a photo/video highlighting it.
On iOS:
Go to Profile by tapping the icon in the bottom right corner.
Select My orders.
Select the order you’d like to report.
Scroll down and tap Question about my order.
Tap the chat icon in the top right corner.
State your order ID, describe the issue and attach a photo highlighting it.
Please mind that:
• Quality complaints are accepted only within 30 days after the product is delivered
• Quality warranty will not apply to the cosmetics’/make-up goods’ effect
• Quality warranty doesn’t cover defects or malfunction of personal items (e.g. toothbrushes, adult category products, etc.) that got revealed during their use, due to inability to confirm the actual cause is not connected to improper maintenance or failure to follow operating instructions
• Our support team may request a photo of the package the product arrived in. Make sure to keep it
• You may also be asked to provide additional photos/videos, that are required to resolve the issue in your favour
Can my request for a refund be rejected?
Yes, in case:
• It’s been more than 30 days since the product was received
• The product features/overall quality matches the description
• The photos/videos you provide are inconclusive, edited or picture a different product
• You haven’t provided any proof
• You’ve disposed of the item/destroyed it without the support team’s authorization
• The product was additionally processed (washed, repaired) without the support team’s authorization
How do I get my money back?
Your money will return to your card/account within 14 days after a refund is issued.
My package arrived incomplete, or I received the wrong product.
Once in a while sellers may mistakenly pack a different item, of a wrong color or size. If this happened to you then please contact Boomgos support. We will surely find a solution!
How do I contact Boomgos support?
On the website: Scroll down to the end of this article and click on There is no answer to my question or simply send us an email at support@boomgos.com.
On Android: Tap the chat icon in the top right corner.
On iOS:
Go to Profile by tapping the icon in the bottom right corner.
Select Support team chat.
Tap the chat icon in the top right corner.
Do not forget to include the order number, highlight the issue and attach photos of the received items and postal packaging/labels.
N.B. Quality claims can only be accepted within 30 days after the receipt of the product. Our support agents may ask you to provide additional info such as photographs and/or videos, as well as specify the photo/video requirements. In some cases, you may be asked to destroy the item or give it to the charity of your choice, both with video/photo confirmation. Please do not throw away the item until the issue is resolved.
Can my refund request be denied?
It can be if:
• More than 30 days have passed since the product receipt
• You made a mistake and picked an incorrect color or size when placing an order
• Photo/video proof is inconclusive or of poor quality
• Images are modified, retouched or otherwise falsified
When will I get my money back?
The money will be returned to the original source of payment within 14 days after the order changes its status to Refunded.
Chargebacks & Claims
Filing a chargeback (i.e a refund request the cardholder can make directly through his bank) or disputing a payment via Paypal/Klarna may look like an easier solution, but in fact it’s not that simple.
Processing of a chargeback takes quite some time. First, there will be primary review of the case, then there’s a chance you’ll be required to provide additional documentation or even come over to the bank at some point. So, the resolution keeps being dragged out.
Handling both chargebacks and disputes makes us lose money, which could be invested in the improvement of our platform. And that, in turn, would result in delivering you new types of services or higher quality for the existing ones.
Therefore, we rely on your cooperation here and suggest contacting the Boomgos support team first if you have any questions or concerns about the orders made. Our support agents do their best to review every single case and come up with a proper solution as quickly as possible (usually within a day or two). This is how you can get in touch with them:
Drop us a line at support@boomgos.com.
If you’re using our app, go to Profile, then select Support Team Chat in the Communications section.
In case you prefer our desktop version, click Support at the top of any page, then click the Ask a Question button
National consumer protection and market surveillance authorities in EU
You can find contact details for all market surveillance authorities in the European Union by clicking here.
If you need to contact them for any reason, this resource will provide you with the necessary information to do so.
I HAVEN’T FOUND AN ANSWER TO MY QUESTION
Â
Boomgos
info@boomgos.com
08002420363
Â
Â
