1. Product Ownership

1.1 Reseller Role: GoDirect is solely a reseller of products from established manufacturers, producers, importers, and other CPG (Consumer Packaged Goods) companies authorized to sell products in Canada. GoDirect procures these products under official bills of sale and assumes they meet or exceed Canadian regulatory requirements. GoDirect does not manufacture, produce, or package any packaged CPG product.

1.2 Exception – Fresh Fruits & Vegetables: In cases where fresh fruits and vegetables are not available in standard consumer packaging or where consumer pack sizes are smaller, GoDirect repackages these items into smaller packs in its registered warehouse by authorized representatives.

2. Product Sale and Distribution

GoDirect lists and resells CPG products exclusively from established manufacturers, producers, importers, and other CPG companies to its online customers.

3. Product Quality Assurance

GoDirect ensures that all products are stored following warehouse standard operating procedures and are sold before the end of their shelf life.

4. Possible Product Issues

Despite stringent precautions and SOPs, products may occasionally be sold and delivered in a condition that customers find unsatisfactory. Examples of such issues include:

• Torn packaging

• Expired best-before date

• Deteriorated product quality

If such issues occur, customers are requested to immediately inform GoDirect’s customer support team through one of the following channels:

• Email: support@go-direct.app

• Chat: Profile>>Support Centre

• Phone: +1 437-999-2533

GoDirect will use the information provided to diagnose the root cause of the issue and provide an immediate resolution.

4.1 Fresh Fruits & Vegetables Exception: For fresh fruits and vegetables, product quality can change rapidly and is often subjective. In these cases, root-cause determination can be challenging.

5. Resolution Scenarios

The root cause of a reported product issue may fall into one of the following categories:

• Manufacturing Defect: The manufacturer will be informed immediately with requisite evidence.

• Storage Malpractice: The source warehouse will be notified for diagnosis.

• Packaging and Handling Lapses: The packaging and delivery teams will be informed.

6. Returns and Refunds

6.1 Manufacturing Defect: If it is determined that the issue resulted from a manufacturing defect, customers are not required to return the product. A refund will be initiated immediately, with the customer choosing between:

• Refund to the original payment method (may take up to 7 days to reflect).

• Refund to GoDirect’s wallet as a coupon for future orders (may take up to 1 working day).

6.2 Subjective Quality Issues: If the product quality issue is subjective and the customer insists on a return and refund:

• The customer must return the goods to GoDirect’s delivery representative or the nearest warehouse.

• Wallet refunds will be initiated immediately upon receipt of the returned goods.

• Original payment refunds will be initiated after the returned goods are received and inspected.

7. Additional Scenarios

7.1 Incorrect Items Delivered: If the customer receives an incorrect product, GoDirect will arrange for the return of the incorrect item at no additional cost and offer either:

• A replacement (if available).

• A full refund to the original payment method or GoDirect wallet.

7.2 Missing Items: If an order is incomplete, GoDirect will either:

• Deliver the missing item promptly.

• Issue a refund for the value of the missing item to the original payment method or wallet.

7.3 Damaged During Transit: If products are damaged during transit, customers must report the issue within 24 hours of delivery. GoDirect will:

• Arrange for a replacement (if available).

• Issue a refund upon confirmation of the damage.

7.4 Cancellations Before Delivery: Customers may cancel an order before it is shipped. A full refund will be issued to the original payment method or wallet as per the customer’s choice.

7.5 Returns for Non-Defective Products: For unopened and non-defective products, returns may be accepted at GoDirect’s discretion if reported within 7 days of delivery. The customer will be required to:

• Return the product in its original condition and packaging.

• Bear return shipping costs (if applicable).

8. Conditions for Refund Eligibility

• Proof of purchase (e.g., order confirmation, invoice).

• Notification of the issue within the stipulated time frame (e.g., 24 hours for transit damages, 7 days for non-defective product returns).

• The product must be returned in its original condition (if applicable).