Returns Policy

HOLIDAY EXCHANGE POLICY:

-Any purchase made between 01/12/2025 till 24/12/2025 will have an extended exchange period until 07/01/2026

-Any purchase made between 25/12/2025 till 05/01/2026 will have an extended exchange period until 19/01/2026

Returns & Exchanges Policy – eshopGS Lebanon

eshopGS is dedicated to ensuring your satisfaction with every purchase. This policy outlines the procedures and conditions for returning or exchanging items purchased online via our platform. We encourage you to read this policy carefully.

• Exchange Policy

We gladly accept exchanges for eligible items subject to the following conditions:

• • Eligibility & Timeframe:
    • Items can be exchanged within 18 days from the original purchase date. This applies to full-price, sale, and promotional merchandise.
    • Items must be in their original purchase condition: unworn, unwashed, unaltered, undamaged, with all original tags and packaging attached.
    • All shoes must be tried on a clean, carpeted surface to avoid sole damage or wear.
  • Exclusions:
    • For hygiene reasons, Adult Underwear are strictly non-exchangeable.

• • • For your safety and convenience:

• • • • Adults’ swimwear purchased in stores cannot be exchanged
      • Adults’ swimwear purchased in stores as a gift and/or Online can be exchanged provided items are unworn, unwashed, and in their original condition with all tags, labels, and hygiene liners intact.
    • Items cannot be exchanged for eshopGS Gift Cards.
    • GS Storey Specific: Items purchased from the GS Storey category/brand can only be exchanged with other products available within the GS Storey range.
  • Exchange Locations:
    • In-Store: You can exchange your online purchase at any participating GS store, relevant mono-brand store, or designated GS Storey locations within Lebanon (please inquire or check our store locator for participating branches).
    • Online Exchange: Available for most items via our Customer Service team.
  • Online Exchange Process:
    • To initiate an online exchange, please contact our Customer Service team via phone to submit your request. (WhatsApp: +961 70 353035 / +961 81 353035)
    • A non-refundable shipping fee of $3 USD will be applied to each online exchange transaction to cover courier costs.
    • All exchanges, both online and in-store, are subject to stock availability of the desired replacement item.
  • Gift Purchases: Items received as gifts can be exchanged under this policy but are not eligible for a refund.

• Refund Policy

Refunds for online purchases are processed under specific conditions and exclusively in-store.

• • Eligibility & Timeframe:
    • Items are eligible for a refund request within 10 days from the original purchase date.
    • Items must meet the original purchase condition requirements as detailed in the Exchange Policy (unworn, unwashed, unaltered, undamaged, original tags, etc.).
    • Shoes must have been tried on a carpeted surface only.
  • Exclusions:
    • Items marked or purchased On Sale are not refundable (exchange may be possible within the 18-day exchange period).
    • For hygiene reasons, Adult Underwear are not refundable.
    • Items purchased using loyalty points are non-refundable and only eligible for exchange.
    • Gift purchases are non-refundable.

• • Refund Locations & Process:
    • Online refunds are not available. You must visit a designated store.
    • General Merchandise: To request a refund, bring the item(s), the original online invoice to one of the following GS stores: GS Downtown, GS ABC Verdun, GS Dbayeh, GS Batroun, GS ABC Ashrafieh, GS Faqra, GS Hamra, GS Tripoli, GS The Spot Saida.
    • GS Storey Merchandise: For items identified as GS Storey, refunds can only be processed at these specific locations: GS Storey Downtown, GS Storey ABC Verdun, GS Batroun, or GS Storey Edelweiss Faqra Club. Please bring the item(s) and the invoice.
  • Refund Details:
    • Refunds are issued based on the original purchase price paid for the item(s).
    • Delivery charges are non-refundable.
    • The refund will be processed back to the original Credit Card used for the purchase. Refund is in the same mode and currency of the payment.

• Faulty Goods Policy

Items are considered faulty if they are received damaged or if a manufacturing fault occurs and is discovered upon receipt. Damage resulting from normal wear and tear, misuse, or accidental damage after receipt is not considered faulty.

• • Reporting & Return Timeframe: If you receive a faulty item, please report it to Customer Service immediately and return it within 10 days of the purchase date.
  • Return Locations for Faulty Goods:
    • General Merchandise: Return faulty items to any participating GS point of sale.
    • GS Storey Merchandise: Faulty GS Storey items must be returned to GS Storey Downtown, GS Batroun, GS Storey Edelweiss Faqra Club or GS Storey ABC Verdun branches.
  • Resolution Process:

Upon return, the item will be assessed. Based on the assessment, we will offer one of the following resolutions:

• • • Repair: If feasible and with your approval, we will offer to repair the item free of charge.
    • Replacement: If the item cannot be repaired but the identical product is still in stock, we will offer a direct replacement.
    • Refund: If repair is not possible and a replacement is unavailable, you are entitled to a full refund processed according to the terms in Section II (Refund Policy), including location and verification requirements.
    • Exchange Option: You may choose to exchange the faulty item for a different product instead of seeking a refund, subject to the standard Exchange Policy terms (Section I) at the designated return location.

• Additional Policy Information
  • Repeated Returns: eshopGS monitors return activity to ensure fairness. We reserve the right to flag accounts with unusually high return rates and may, at our discretion, refuse future returns or close the account.
  • Colors: We make every effort to display product colors accurately on our website. However, due to variations in computer monitors and screen settings, we cannot guarantee that the color you see will be completely accurate.
  • Original Condition Standard: For any return or exchange to be accepted, items must be in a re-saleable state – unworn, unwashed, undamaged, unaltered, with all manufacturer and eshopGS tags attached, and in original packaging where applicable.
  • Scope of Exchange Eligibility: Please note that this exchange policy applies exclusively to items purchased within Lebanon directly from stores or online platforms operated by Hamra shopping and trading company (HSTCo). Items purchased from subsidiary companies or international suppliers/channels are not eligible for exchange under this policy.

• Contact Information

For any questions regarding this policy, or to initiate an online exchange, please contact eshopGS Customer Service:

• • Email: we-care@eshopgs.com / ecom@eshopgs.com
  • Phone: WhatsApp: +961 70 353035 / +961 81 353035

                                             Or: +961 1 353035 Ext: 151 / 152

• Policy Acceptance

By making a purchase on the eshopGS website or application, you acknowledge that you have read, understood, and agreed to be bound by the terms of this Returns & Exchanges Policy.