If you purchased with us and received your product outside of Brazil, find the return and refund policies here.
Your purchases can be returned whenever desired within 15 days from the date of receipt of the product at your address. Defective products can be returned within the same period.
To request a return and refund, simply inform us by email ([email protected]), within 15 days, your desire. In the email you inform us your name, order number, which product you will return and the reason, we will respond to your email as soon as possible informing the address to which you will have to send the product.
Postage cost to return the product
The cost of postage to return the product is your responsibility.
Shipping packaging
▸to send the product, use the Guará packaging in which you received the product (if you no longer have it, you can use another packaging which will be your responsibility).
▸posting must be made within 5 calendar days after receiving the email with the shipping address.
▸you will need to attach the product invoice (if you don't have one, let us know so we can send it to you).
▸you will have to request the shipping service or go to the post office to send the product back to us.
▸Send the product as 'signature on delivery' so we can track it. Lost items are not our responsibility.
Product conditions
▸the product which will be returned must be as it was sent, it cannot have been used, washed or modified.
▸the product must have the store labels attached to it, as it was sent.
▸the product must be complete (that is, if it has any accessories, such as a handle, it must be included).
▸If the product is not as stated in the previous points, the exchange will not be approved.
As soon as we receive the product, we will analyze it within 3 days, and if everything is ok, we will communicate by email and request a refund of the amount paid.
Refund of the amount paid
▸As soon as we analyze the product and verify that it is as shipped, we will request the refund of the amount paid.
▸ the refund will refer to the value of the product (shipping costs will not be refunded).
▸ the refund will occur in the same way the product was paid (bank transfer or Paypal).
▸ refunds of amounts paid by bank transfer occur immediately (it may vary if your bank only makes transactions at certain times and days), the refund of amounts paid with Paypal will depend on how you paid (balance or credit card).
▸in the refund process there is no additional cost for you.
Return of defective products
We at Guará are very attentive to the quality of our products, but if your product has a manufacturing defect, request a return by email ([email protected]) within 15 days from the date of receipt at your address telling us your name and order number. Within 3 days we will contact you by email informing you of the procedure. In these cases, payment of shipping to return the product is our responsibility.
If your purchase was made using Brazilian payment methods and delivered to Brazil, check the exchange and return policy here.
