Refund & Exchange

Refund & Exchange Policy

At guava.ae, we take great pride in the quality of our products. Due to the specific nature of the items we sell, we maintain a strict policy to ensure safety and hygiene standards. Please review the terms below carefully.

1. All Sales Are Final

Please note that all sales are final. We do not offer returns, refunds, or exchanges for "change of mind" or if you simply decide you no longer want the product. We encourage you to review your order carefully before completing your purchase.

2. Damaged or Incorrect Items

Your satisfaction is important to us. While we do not accept general returns, we will happily provide a replacement or refund in the unlikely event that:

  • The item arrived damaged or defective.

  • You received the incorrect item (different from what was ordered).

If you believe you have received a damaged or incorrect product, please stop using it immediately and keep it in its original packaging.

3. Reporting Timeline (48-Hour Window)

To be eligible for a resolution, you must report the issue to our team within 48 hours of delivery.

  • Requests made after this 48-hour window has passed will not be accepted.

  • We recommend inspecting your package immediately upon arrival to ensure everything is in perfect condition.

4. How to Report an Issue

To initiate a claim for a damaged or wrong item, please contact our support team at Contact Page with the subject line: "Order Issue - [Your Order Number]".

Please include the following details in your message:

  1. Order Number.

  2. Clear photos or video showing the damage or the incorrect item received.

  3. A brief description of the issue.

5. Resolution Process

Once we receive your report and evidence:

  • We will review the details and notify you of the approval or rejection of your claim.

  • If approved: We will either ship a replacement to you free of charge or process a refund to your original method of payment, depending on stock availability and your preference.

  • Refund Timeline: If a refund is processed, please allow [e.g., 5–10 business days] for the amount to reflect in your bank account, depending on your card issuer's policies.