warranties and returns/exchanges

RETURNS AND EXCHANGES

For returns and/or exchanges you must send an email to guajiba@guajibaconcept.com with the subject “RETURN” or “EXCHANGE”, and explain the reason of the return/exchange, name of the purchased item (as in the invoice), purchase date, invoice number, and photo of the item (showing any defects if applicable).

Returns or exchanges are accepted up to 10 days after the purchase date until your contact, and if all the following conditions apply:
We will confirm that all the returned items are clean, unused and without damages – There cannot be any changes to the items original design.
The purchased item was not on sale nor had any discount/promotion.
All the items must be completed (including original packaging) and with all original accessories.
After reviewing your email, we will confirm the procedures for you to send us the returned items, within 10 days.
In case of a refund, it will be made using the same payment method and to the same person than the original purchase, using the original currency.
In case of a refund, the time required for the amount to be received depends on the financial institutions used.
In the case of exchanges, we won’t make any refund if the new item’s price is smaller than the one of the original item.
If the price of the new item is higher that the one of the original item, the customer must pay de remaining amount.
The delivery costs for returns/exchanges must be paid by the customer.

Important: please keep your invoice as it can be requested by us ate any time during a return/exchange procedure.

WARRANTY POLICY

For warranty issues you must send an email to guajiba@guajibaconcept.com with the subject “WARRANTY” and explain the reason of the return/exchange, name of the purchased item (as in the invoice), purchase date, invoice number, and photo of the item  showing all the defects.
If the warranty pre-conditions apply, we will contact you up to 10 days after receiving the email, to coordinate the delivery, with all costs being paid by guajiba.
After receiving the item, our experts will review the item to validate if the warranty conditions apply.
If the conditions apply to warranty activation, we will contact you to coordinate the exchange/refund up to 15 after receiving the item.
If the conditions don’t apply to warranty activation, the delivery costs supported by us in the return process will be charged to the customer.
All our products have a warranty period of 30 days, after the purchase date.
Our warranty only covers quality damages originated by manufacturing errors.

The following are not considered causes for warranty procedures: damages caused by natural wear and tear, by excessive or inadequate washing, by inadequate usage, by product mishandling, or by changes made in the original product. With the exception of damaged or faulty products that are under our warranty policy.

TAXES AND DUTIES

The prices of products are expressed in Euros inclusive of taxes but excluding customs duties for countries outside the UE. All applicable custom duties shall be borne by the customer.

GUAJIBA CONCEPT STORE cannot be held responsible for any action and/or costs and/or taxes and/or delays due to customs over which it has no control.