Return Policy
We strive to ensure our customers' comfort and satisfaction throughout their shopping experience. If necessary, you may exchange or return a product in accordance with the conditions outlined below.
This page explains how returns, exchanges and refunds work for international orders placed on guniaproject.com. This Return and Exchange Policy should be read together with our Terms and Conditions.
1. 14-DAY RETURN RIGHT
You have the right to withdraw from your Order within 14 calendar days of receiving the Products, without giving any reason and without incurring any penalty.
The 14-day withdrawal period starts from the day you, or a third party indicated by you, receive physical possession of the Products. If your Order is delivered in separate shipments, the period starts from the day you receive the last item.
HOW TO EXERCISE YOUR 14-DAY RETURN RIGHT:
Send an email to customer@guniaproject.com clearly stating your intention to withdraw, including your Order number and the Products you wish to return. You must send this email before the 14-day period expires.
REQUIREMENTS FOR RETURNED PRODUCTS:
To be eligible for a refund upon withdrawal, returned Products must meet the following requirements:
- The Product has not been used beyond what is necessary to establish its nature, characteristics and functioning (i.e. handling comparable to what would be permitted in a physical store, such as trying on a garment or examining an item).
- The Product has not been washed, dry-cleaned or altered.
- The Product is free from stains, odours, cosmetic residue, perfume or any other signs of use.
- All original labels, tags and stickers are in place and undamaged.
- The Product is returned with its original packaging, where applicable.
- The Product is accompanied by proof of purchase (Order number or payment confirmation).
You may inspect and try on the Products during the 14-day withdrawal period, as you would in a physical store. However, you are liable for any diminished value of the Products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. In particular, a proportionate deduction from your refund may apply to:
- Clothing and textiles returned with visible signs of wear, stains, odours, damage, or with original labels and tags deliberately removed;
- Jewellery and accessories showing scratches, tarnishing, deformation or other signs of use beyond initial inspection and trying on;
- Ceramics, tableware and homeware used for their intended purpose (including food or drink contact) prior to withdrawal.
We will assess the condition of returned Products upon receipt and notify you of any proposed deduction before processing your refund, giving you an opportunity to respond.
RETURNING THE PRODUCTS:
After notifying us of your withdrawal, you must send the Products back to us without undue delay and in any event within 14 calendar days from the date you communicated your withdrawal.
When returning Products, please ensure the following:
-
Package the Products securely to prevent damage during transit.
-
Use a reliable, trackable shipping method and keep proof of postage.
-
Contact us before returning to receive the return address and instructions.
- Share the tracking number with us so we can monitor the return shipment.
Return shipping costs are borne by you as the Customer. We do not cover the cost of return shipments for withdrawals. (Return shipping costs for defective or non-conforming Products are borne by us.)
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The Right of Withdrawal does not apply to:
- Sealed goods not suitable for return for health protection or hygiene reasons, if the packaging was unsealed after delivery (e.g. sealed underwear or swimwear).
- Any other cases provided for by applicable consumer protection legislation.
REFUNDS
Once you notify us of your withdrawal, we will process your refund within 14 calendar days from the day we receive your notification. However, we reserve the right to withhold the refund until we have received the Products back or you have provided evidence of having sent them back.
Your refund will include the full amount paid for the Products. Where a diminished value deduction applies, we will notify you and process the adjusted refund.
Refunds are processed to the original payment method, unless otherwise expressly agreed upon with you. Processing times may vary depending on your bank or payment provider.
2. PRODUCTS WITH A LACK OF CONFORMITY (DEFECTIVE PRODUCTS)
We are responsible for any lack of conformity or defect in the Product that existed at the time of delivery.
If your Product does not conform to the contract or has a defect present at the time of delivery, we will:
- replace the Product; or
- provide a full refund, if replacement is not possible or cannot be provided within a reasonable time.
All return shipping costs for confirmed non-conforming Products are borne by us. We will provide return instructions upon confirmation of your claim.
Where a lack of conformity is confirmed, we will process the applicable remedy: replacement or refund — without undue delay and in any event within 14 calendar days from the date of confirmation.
WHAT DOES NOT CONSTITUTE A LACK OF CONFORMITY
The following circumstances are not considered a lack of conformity (defect), including but not limited to:
-
Natural wear and tear from normal use over time, including fading, pilling, softening of materials or gradual loss of colour or lustre.
-
Damage from failure to follow care instructions, including incorrect washing, drying, ironing or dry-cleaning.
-
Mechanical damage caused by you, including tears, cuts, scratches, chips, cracks, breakage or deformation resulting from impact, pressure, dropping or improper storage.
-
Damage from external factors, including exposure to chemicals, excessive moisture, direct sunlight or extreme temperatures.
-
Natural variations in colour, texture or dimensions inherent to handmade or artisan products, as disclosed on the relevant Product page.
-
Tarnishing of metal surfaces of jewellery or accessories through contact with skin, cosmetics or air.
- For ceramics and tableware: chips, cracks or breakage resulting from impact or improper handling after delivery, as distinct from manufacturing microfractures present at the time of delivery.
HOW TO REPORT A NON-CONFORMITY
If you believe a Product does not conform to the contract, please contact us at customer@guniaproject.com with a description of the issue. Your claim must include:
-
Clear photographs showing the issue, including the affected area and the Product as a whole.
-
A description of when and how the issue was discovered.
-
Confirmation that the Product was used and stored in accordance with the care instructions.
- Proof of purchase (Order number or payment confirmation).
You may report any lack of conformity that existed at the time of delivery and became apparent within two (2) years of delivery.
We will review your claim within 14 business days of receiving the above information and notify you of the outcome.
3. CONTACT
For all return, exchange or refund enquiries, please contact us at customer@guniaproject.com. Please include your Order number and a description of your request.
Terms of return/Exchange of goods
We strive to ensure our customers' comfort and satisfaction throughout their shopping experience. If necessary, you may exchange or return a product in accordance with the conditions outlined below.
This page explains how returns, exchanges and refunds work for international orders placed on guniaproject.com. This Return and Exchange Policy should be read together with our Terms and Conditions.
1. 14-DAY RETURN RIGHT
You have the right to withdraw from your Order within 14 calendar days of receiving the Products, without giving any reason and without incurring any penalty.
The 14-day withdrawal period starts from the day you, or a third party indicated by you, receive physical possession of the Products. If your Order is delivered in separate shipments, the period starts from the day you receive the last item.
HOW TO EXERCISE YOUR 14-DAY RETURN RIGHT:
Send an email to customer@guniaproject.com clearly stating your intention to withdraw, including your Order number and the Products you wish to return. You must send this email before the 14-day period expires.
REQUIREMENTS FOR RETURNED PRODUCTS:
To be eligible for a refund upon withdrawal, returned Products must meet the following requirements:
- The Product has not been used beyond what is necessary to establish its nature, characteristics and functioning (i.e. handling comparable to what would be permitted in a physical store, such as trying on a garment or examining an item).
- The Product has not been washed, dry-cleaned or altered.
- The Product is free from stains, odours, cosmetic residue, perfume or any other signs of use.
- All original labels, tags and stickers are in place and undamaged.
- The Product is returned with its original packaging, where applicable.
- The Product is accompanied by proof of purchase (Order number or payment confirmation).
You may inspect and try on the Products during the 14-day withdrawal period, as you would in a physical store. However, you are liable for any diminished value of the Products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. In particular, a proportionate deduction from your refund may apply to:
- Clothing and textiles returned with visible signs of wear, stains, odours, damage, or with original labels and tags deliberately removed;
- Jewellery and accessories showing scratches, tarnishing, deformation or other signs of use beyond initial inspection and trying on;
- Ceramics, tableware and homeware used for their intended purpose (including food or drink contact) prior to withdrawal.
We will assess the condition of returned Products upon receipt and notify you of any proposed deduction before processing your refund, giving you an opportunity to respond.
RETURNING THE PRODUCTS:
After notifying us of your withdrawal, you must send the Products back to us without undue delay and in any event within 14 calendar days from the date you communicated your withdrawal.
When returning Products, please ensure the following:
-
Package the Products securely to prevent damage during transit.
-
Use a reliable, trackable shipping method and keep proof of postage.
-
Contact us before returning to receive the return address and instructions.
- Share the tracking number with us so we can monitor the return shipment.
Return shipping costs are borne by you as the Customer. We do not cover the cost of return shipments for withdrawals. (Return shipping costs for defective or non-conforming Products are borne by us.)
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The Right of Withdrawal does not apply to:
- Sealed goods not suitable for return for health protection or hygiene reasons, if the packaging was unsealed after delivery (e.g. sealed underwear or swimwear).
- Any other cases provided for by applicable consumer protection legislation.
REFUNDS
Once you notify us of your withdrawal, we will process your refund within 14 calendar days from the day we receive your notification. However, we reserve the right to withhold the refund until we have received the Products back or you have provided evidence of having sent them back.
Your refund will include the full amount paid for the Products. Where a diminished value deduction applies, we will notify you and process the adjusted refund.
Refunds are processed to the original payment method, unless otherwise expressly agreed upon with you. Processing times may vary depending on your bank or payment provider.
2. PRODUCTS WITH A LACK OF CONFORMITY (DEFECTIVE PRODUCTS)
We are responsible for any lack of conformity or defect in the Product that existed at the time of delivery.
If your Product does not conform to the contract or has a defect present at the time of delivery, we will:
- replace the Product; or
- provide a full refund, if replacement is not possible or cannot be provided within a reasonable time.
All return shipping costs for confirmed non-conforming Products are borne by us. We will provide return instructions upon confirmation of your claim.
Where a lack of conformity is confirmed, we will process the applicable remedy: replacement or refund — without undue delay and in any event within 14 calendar days from the date of confirmation.
WHAT DOES NOT CONSTITUTE A LACK OF CONFORMITY
The following circumstances are not considered a lack of conformity (defect), including but not limited to:
-
Natural wear and tear from normal use over time, including fading, pilling, softening of materials or gradual loss of colour or lustre.
-
Damage from failure to follow care instructions, including incorrect washing, drying, ironing or dry-cleaning.
-
Mechanical damage caused by you, including tears, cuts, scratches, chips, cracks, breakage or deformation resulting from impact, pressure, dropping or improper storage.
-
Damage from external factors, including exposure to chemicals, excessive moisture, direct sunlight or extreme temperatures.
-
Natural variations in colour, texture or dimensions inherent to handmade or artisan products, as disclosed on the relevant Product page.
-
Tarnishing of metal surfaces of jewellery or accessories through contact with skin, cosmetics or air.
- For ceramics and tableware: chips, cracks or breakage resulting from impact or improper handling after delivery, as distinct from manufacturing microfractures present at the time of delivery.
HOW TO REPORT A NON-CONFORMITY
If you believe a Product does not conform to the contract, please contact us at customer@guniaproject.com with a description of the issue. Your claim must include:
-
Clear photographs showing the issue, including the affected area and the Product as a whole.
-
A description of when and how the issue was discovered.
-
Confirmation that the Product was used and stored in accordance with the care instructions.
- Proof of purchase (Order number or payment confirmation).
You may report any lack of conformity that existed at the time of delivery and became apparent within two (2) years of delivery.
We will review your claim within 14 business days of receiving the above information and notify you of the outcome.
3. CONTACT
For all return, exchange or refund enquiries, please contact us at customer@guniaproject.com. Please include your Order number and a description of your request.