Product Return Policies

Customer peace of mind and satisfaction have always been a priority for Bakala. The company strives to ensure that every order reaches the customer in optimal and expected condition. However, customers may encounter issues after purchase, in which case after-sales services are provided. Considering the wide range of products offered on Bakala’s website, all items that must arrive in physically sound condition are guaranteed for authenticity and physical integrity and are eligible for a 7-day return period. Items sent as gifts by Bakala, listed on the invoice with a zero Rial value, are not covered by the 7-day replacement guarantee. Please note:
-For credit purchases (using a discount code or voucher), once the cart is finalized, it is legally not possible to make changes to the cart or alter the invoice amount due to order cancellation, item removal, or quantity changes. If the customer requests any changes, the voucher or discount code will be voided, and its value cannot be refunded.

Product Return Conditions

What Are the Conditions for Using the 7-Day Return Guarantee? If the purchased product has a defect or technical issue. -If the purchased product has a defect or technical issue. -The original carton and packaging must be kept intact throughout the 7-day return period, and disposing of it is strictly prohibited. -This service is only available if the product is returned to Bakala in its original carton or packaging. -Labeling, writing notes, addresses, or any other markings on the original carton or packaging, or tearing/damaging it, will void the return guarantee. -This service does not cover technical or cosmetic issues (such as breakage, scratches, or similar damage to the product body and decorative parts) caused by improper use by the customer. Improper use after delivery includes actions such as transportation and handling, unusual application, and storage or usage inconsistent with the manufacturer’s recommendations. -If the purchased product differs from the website information in terms of specifications or physical appearance. -Any discrepancy must be reported to Bakala’s after-sales service within 24 hours of receiving the product via phone, email, or in-person visit. -If the discrepancy is visible without using the product, such as color or specifications printed on the item, the product must remain in its original condition and unused. -Product images are provided for customer reference and assistance in purchase. Since they may differ in some details from the actual product, discrepancies cannot be claimed based on images alone. The official reference for any discrepancies is the technical specifications listed on the website. -If the discrepancy can be identified without opening the packaging, the customer’s request can only be processed if the product remains in its original packaging and has not been removed from its initial condition. -If the discrepancy can only be identified by opening the packaging, the original carton and packaging must be kept intact and must not be discarded. -This service is only available if the product is returned to Bakala in its original carton or packaging. Labeling, writing notes, addresses, or any other markings on the original carton or packaging, or tearing/damaging it, will void the return guarantee. If the purchased product has physical or cosmetic damage. – Physical damage or defect must be reported to the after-sales service via phone, email, or in person within 24 hours of receiving the product. – It is necessary to keep the original carton and box of the products and strictly avoid throwing them away. This service is only possible if the product is returned in its original carton or box. Labeling or writing descriptions, addresses, or anything else on the carton or box of the product, or tearing or defacing it, will eliminate the possibility of using the return guarantee. – If the customer cancels their purchase. Note: Paragraph 1: Cancellation of purchase and request for return applies to unopened goods. Any tampering, opening of the original packaging, seals, labels, and even vacuum and shrink wrap will void the possibility of return, even if the goods have not been used. Note on paragraph 2: Since the product is an online retail website, the right to return the product under the terms and conditions belongs solely to the customer or consumer (ordering a product in quantity is contrary to the buyer’s intended use and does not include the right to return). – If the order has not yet been shipped, the order must be canceled on the site as soon as possible. – If the customer cancels their purchase after receiving the goods, they must notify the after-sales service unit of their cancellation within 7 days. – In accordance with the “Note in paragraph 1”, in this case, returning the product after approval by the after-sales service expert is only possible if the product is unopened, in its original condition (sealed), unused, and shipped with all accessories and items included. Also, if the product was sold with a gift, returning the gift is also mandatory. Please note that any changes to the initial condition of the product, even the packaging, will void the ability to use this service. Also, if the purchase is canceled, the customer will be responsible for shipping the goods. – If damage has occurred during transportation. – Damage must be reported to the after-sales service within 24 hours of receiving the goods. – Due to the safe and standard packaging of all shipments, delivery to any of the reputable shipping companies of the user’s choice and the declaration of the consignment note means that any accident during transportation and delivery is the responsibility of the shipping company and the goods will only be compensated for damage if the shipping company confirms the order and in order to facilitate follow-up matters. – It is necessary to keep the original carton and box of the products and strictly avoid throwing them away. This service is only possible if the product is returned in its original carton or box. Labeling or writing descriptions, addresses, or anything else on the carton or box of the product, or tearing or defacing it, will eliminate the possibility of using the return guarantee. – The damaged product and all its accessories and attachments must be sent to After-Sales Service in the same condition as the customer received it, along with the official shipping company report and invoice. – If the damage is immediately visible, the customer can refuse to accept the shipment and return it to the carrier for inspection and reshipment.

Note:

After being inspected by the after-sales service team, if a returned product is found to be outside the return conditions or has no defects, it will be sent back to the customer. If the customer refuses to accept the intact and defect-free product, it will remain in Bakala’s after-sales unit as a deposit for one month. After this period, Bakala assumes no responsibility for the product or any damage or loss incurred. How should the product be returned? – Please contact the after-sales support team before taking any action. -Do not send the product without coordinating with Bakala’s after-sales service. -For returning, the product must be securely packed in its original box or carton, and all accessories and accompanying items must be included. -Labeling, writing notes, addresses, or any other markings on the original carton or packaging, or tearing/damaging it, will void the return guarantee. (If necessary, write your notes on the back of the purchase invoice or on a separate piece of paper.) -Include the invoice with the product and write the problem on its back. If sending via Express Post, staple the postal receipt to the invoice. If the product was a gift and the invoice was not included with the order at the buyer’s request, print the pre-invoice sent by email or write your order code and purchase details on a separate piece of paper. -If you reside in other cities, use Express Post (Post-e-Pishtaz) to return the product. Please note that return shipping costs via methods other than Express Post are the responsibility of the customer, and the company does not cover these costs. However, the cost of Express Post, upon presenting the invoice and receipt from the postal company, will be reimbursed to the customer’s account after verification by the After-Sales Service, according to the postal company’s rates and regulations. Since the reimbursement of the shipping cost depends on receiving the postal receipt, make sure to staple the receipt to the invoice and send it along with the package. -If you live in Tehran, contact Bakala to coordinate the courier for receiving the returned item. -Do not write the address on the original product box or carton. If necessary, place the original product box inside another carton before sending it.

How will the shipping cost be calculated?

-If a technical defect, discrepancy, or physical/visible damage is confirmed by Bakala’s after-sales service experts, the shipping costs will be covered by Bakala. -To reimburse the postage cost to the customer, the postal receipt stamped by the postal company must be sent to Bakala along with the returned product. -In case of purchase cancellation, or if the defect or discrepancy is not confirmed by Bakala’s specialists, the cost of shipping and returning the product will be borne by the customer. After the goods arrive and are received by after-sales service, what will be the process for handling customer requests? – After-sales service experts will check and control the defects reported by the customer with the product. If the defect, discrepancy or damage is confirmed by the experts with the product, the product will be replaced or the customer can replace their product with another model. It should be noted that product replacement is conditional upon the item being available in the company’s inventory. If, during the inspection and necessary testing for replacement, the item is out of stock, Bakala will either send another product according to the customer’s choice or refund the price of the returned item to the customer’s account.
If the customer chooses a different product, the price difference between the new item and the returned item (as listed on the invoice) will be calculated and settled before shipment. For a more expensive item, the customer pays the difference, and for a less expensive item, Bakala will refund the difference to the customer’s account. -The depletion of product stock or changes in product prices during exchange or return processes in no way create any rights for the customer. The company has no obligation regarding providing the same product or adjusting for price changes, and only accepts the obligation to refund the product’s price as stated on the invoice to the customer. -After the product is received and accepted by the company, depending on the type of product and the issue reported by the customer, testing and the final evaluation by after-sales service experts will take, on average, 48 working hours. -After-sales technical experts are required to follow the standards, guidelines, and procedures provided by the manufacturers or authorized representatives of the products offered on the company’s website when testing products. Therefore, although it may seem that testing a product (even for very obvious defects) can be done quickly, in practice, following proper testing procedures is time-consuming and sometimes requires coordination with the authorized representatives of that product. For this reason, the average time for providing an expert evaluation for product exchange is considered to be 48 working hours. However, the after-sales service team will make every effort to speed up testing and evaluation to respond to customers’ needs as quickly as possible. Once the product’s status is determined by the after-sales service unit, if a refund is required, the amount will be credited to the customer’s account within a maximum of 48 working hours. The company’s actions and decisions are based on the evaluations of the technical support and after-sales service experts of the company. How can you notify the after-sales service of your request? ChatGPT said: -Notify your request through one of the following methods:
Send your message on the “Contact Us” page by selecting the subject “After-Sales Service.” -Or send an email to info@meharpaint.com, mentioning your order tracking number. Note: To process your request, mentioning the order tracking number is mandatory for any of the above methods.