Refund policy

You CAN initiate a return or exchange if:

  • You have received an incorrect product, where "incorrect" refers to a product that deviates from the chosen color or size. Alternatively, you have received a product that is defective.

  • You will need to send an unboxing video with no cuts and editing of the package opening. The video should include the opening of the corrugated box to the defect being showcased clearly. No requests will be addressed without an unaltered opening video.

You're NOT ELIGIBLE for a refund/replacement when:

  • Minor variations in product details.
  • Small irregularities in the products
  • Differences in shade might be due to lighting or screen settings and are not significant enough to be considered as a colour distinction.

Process:

  • Please contact us at shopguts.co@gmail.com and/or @shopguts.co on Instagram within 24 hours of receiving your parcel, attaching both a photograph and a video that clearly display the items you wish to have replaced, along with an opening video of the parcel (without any cuts). Make sure that the defect or discrepancy is clearly visible in the photo.
  • You may return the product using a reliable courier service of your preference or our designated courier partner in your city. If our courier partner's services are accessible in your area, we will assist in arranging the return process
  • Please ensure the following:
  • Return the product within 7 business days from the date of receipt.
  • Return it in unused condition, including the original tags and invoice.
  • Securely pack the return items to prevent additional damage; any damaged products will not be eligible for replacement or refund.
  • Please be aware that shipping charges are non-refundable.

After reaching us:

  • Once we have assessed the received product to meet the aforementioned conditions, we will notify you regarding the approval of your request. If the product is available, we will provide a free replacement. In the event that the product is unavailable, we will initiate a refund to the debit/credit card used for the original payment.

  • Upon acceptance of the return, an exchange or refund will be processed within 5-7 days. Please be aware that shipping charges are non-refundable. If the product is deemed unfit for return, it will be returned to you.

  • Please note that processing and concluding a replacement/refund request on our end may require up to 10 business days. If a credit is issued to your debit/credit card, kindly allow one billing cycle for the credit to appear on your card statement.

  • It's important to acknowledge that we cannot be held responsible for any additional delays in the crediting process on the part of the associated bank.