GUGU's Refund & Return Policy

GUGU Refund & Return Policy

At GUGU, we strive to provide high-quality products and excellent service. As our products are made to order, we do not accept returns or exchanges for incorrect size, color, or shipping details provided by the customer. Please ensure all order details are accurate before confirming your purchase.

Refund & Replacement Eligibility:

• If your order has not yet entered production, you may request a full refund.

• Once production has started, a partial refund may be issued, deducting the production cost.

• After an order has been shipped, refunds are only available in cases of defective, damaged, or incorrect items.

• Refund or replacement requests must be submitted within 30 days of delivery.

How to Request a Refund or Replacement: If you receive a faulty or incorrect product, please contact our customer service team at guguplatz@outlook.com with the following information:

• Order ID number

• Clear photos/videos of the issue (including full product images and close-ups of the defect)

• Product name (if multiple items were ordered)

• A brief description of the issue

Upon verification, we will either replace the faulty item or issue a full refund. If a replacement is not possible, we will process a refund using the original payment method. If payment was made via invoice, a credit note will be issued for future purchases.

Important Notes:

• Refunds and replacements will not be provided for reasons related to buyer’s remorse, incorrect size selection, or incorrect address submission.

• Orders cannot be canceled once they have entered production.

• GUGU is not responsible for lost or stolen packages after they have been marked as delivered.

For any inquiries or refund requests, please contact our support team at guguplatz@outlook.com.