GUANXE offers its customers the possibility of exercising their right to return any item purchased within 14 calendar days from the date of receipt.
Within this period we accept returns provided that the product is in optimum condition, in its original packaging, unused and suitable for sale. The shipping costs of the initial order will not be refunded (if any), and the return shipping costs will be borne by the customer.
customer's account. Once the goods have been received, our quality department will check them, and if they are indeed in perfect condition, we will proceed to pay the amount of the returned products using the same payment method used for the order.
Important: We inform you that, as established by the Royal Legislative Decree 1/2007 of 16 November, which approves the revised text of the General Law for the Defence of Consumers and Users and other complementary laws, returns of products related to Personal Care, Health and Hygiene are not accepted for reasons of hygiene. For the same reason, the product you wish to return must be unopened, in its original packaging and seal.
If you have received a different product to the one you ordered, please contact us within 72 hours of receiving the order via the contact form or email (firstname.lastname@example.org) and we will process your request. The product must be in optimal conditions, with its original packaging, without any type of use and suitable for sale, and internal checks will also be carried out.
To speed up the process, please send us the following photographs of the product in question attached to your request:
- Photograph of the front of the product in its original packaging.
- Photograph of the barcode (EAN) of the product.
In this case, we will review your order and organise the collection of the product with you.
In case of an error by GUANXE in the preparation of the order, the transport costs for the exchange will be borne by us, in case of customer error at the time of purchase, the customer must pay the cost of the transport service for the exchange. *The return will not be admitted, as well as the claim of a
The return will not be admitted, as well as the claim of a missing article, if it has not been communicated within the established term.
Breakages or defects of origin:
In the event that your order has arrived defective from origin or has suffered a breakage, please contact us through our contact form or email email@example.com within 72 hours of receipt and we will manage your incident.
Important: We will not accept the return of a damaged or defective item if it has not been communicated within the previously established period. In such cases, we will always need one or more proofs from the buyer to be able to determine the damage/defects and to be able to manage the incident correctly. You must send photographs of the goods/order or some other evidence that allows us to determine the facts. Once the verification process has been completed, if necessary, a courier will be sent to replace or return the goods. In the event that you receive damaged or broken goods, we advise you to also inform the courier agency that handled the delivery of your order. Despite our best efforts, unforeseen events or stock shortages may occur. At all times the customer will be informed of these contingencies and the expected delivery time.