refund policy

EXCHANGE AND RETURN POLICY

 

We hope you loved your GUAJA piece. as much as we. If you want to make an exchange or return for any reason, here's what you need to know:

Items must be returned within 14 business days of receiving your order. Pursuant to the Distance and Home Sales Contracts Act (2005:59), you as a customer have the right of withdrawal for 14 days upon receipt of your order.
Refunds are processed back to the original payment method. If you are buying parts for a gift, our labels do not contain prices, however, orders sent to Portugal do. invoice attached to the outside of the box which is a legal requirement and cannot be removed. All pieces are accompanied by a GUAJA paper tag. with logo that cannot be removed.


Do you accept returns?


We hope you loved your GUAJA piece.  as much as we do. However, if for any reason you wish to make a return, we will be happy to accept it within 14 days from the day you received the order, and if you comply with the following conditions:




- The item was purchased through the GUAJA website.


- Item is returned without any signs of use and with tags intact


-The item is packed in a secure package to prevent damage in transit 




Note - When orders arrive at our office, they must be set aside for 48 hours before processing can begin to ensure we are following government guidelines related to COVID-19. Therefore, it may take 3-4 business days (excluding weekends) before you receive confirmation of exchange or return.




How to make a return


To make a return, please fill out our return form here. After submitting the return form, you will receive an email with the next steps.



We cannot accept returns after 14 days of receipt/delivery. Any piece sent to our atelier after 14 days will be refused and returned.




How to make a trade


You can exchange your garment for any size or different item (if available in stock). In case of exchange, we offer to send the new part/s from our workshop to your address. Just fill in the exchange form here and you will receive an email with the next steps.


Please note that shipping costs from your address to ours are at your expense, for sustainability reasons, we only offer free exchanges once.


We will process exchanges within 2-3 days of receiving your item(s) and will contact you as soon as your exchange is shipped from our workshop.


If you receive an incorrect or damaged item, please contact our customer service team immediately. Include a photo of the item so we can advise you on how to proceed.



We cannot accept returns after 14 days of receipt/delivery. Any piece sent to our atelier after 14 days will be refused and returned.


For any other queries, please email guaja@guajastudio.com for assistance.




How long does a refund take to process?


Refunds will be processed back to the original payment method We will process returns within 2-3 business days of receipt of the item(s) and refunds may take up to 10 business days to complete , depending on your bank.




What about customs?


Please note that we are not responsible for customs payments.

However, we will refund the amount of VAT you will pay. As soon as you receive the receipt with the amount to be paid, resend us by email to guaja@guajastudio.com with your order number and we will refund the VAT amount (VAT percentage applied to your country)




Can I return parts from more than one order together?


Yes of course. Please clearly state on the return notes inside the package which order number is related to each returned item.




Do you offer free returns?


If you've changed your mind about a part, unfortunately we don't offer free returns.


We offer a free exchange (from our workshop to your address).


If your part is defective, please contact our customer service team guaja.guajastudio.com




Can I return a defective part?


We will be happy to refund or replace defective items within 6 months from the date of purchase. Contact our customer service team at guaja@guajastudio.com with your name and order number.




My part is defective, but my purchase date was more than 6 months ago. Is there anything I can do?


Unfortunately, we cannot provide a replacement or refund if the item was purchased more than 6 months ago, unless you can demonstrate that the item was defective when you received it.




I was refunded less than my original payment amount - why?


We will always refund the amount you paid for the parts. If you have changed your mind about your item and want to return it, the amount you paid for shipping costs will not be refunded, as this amount was used to send the item to you. If you paid in a currency other than EUR, exchange rates may fluctuate between the time of purchase and the refund, which may affect the refund amount.


 


NON-EUROPEAN COUNTRIES, BREXIT AND CUSTOMS FEES

 


All purchases made by citizens of non-European countries may be subject to customs fees which will not be borne by GUAJA. The customer is responsible for paying the fees required by customs, if the products stop there, as it is related to the import policy of each country.


With the new Brexit derivatives legislation, all purchases over £135 will be barred and customs duties will be applied by British Customs.



In the case of exchanges and returns, the same can happen. That is, if you buy a product from GUAJA. coming from a non-European country, your product may get stuck in customs and you may have to pay legal taxes to get it. If the customer does not make the payment, the order will be abandoned on site and GUAJA. is not responsible for the same.

If you choose to return the item and/or change its size, when the item enters Portugal, the same customs fees will apply. In the case of exchanges, the customer must pay the tax amount to the brand and, only then, will we proceed with the exchange.

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