Return & Refund Policy

Click on the links below to go to a specific section of this Policy.

You can initiate a return within 30 days of receipt whenever you are not satisfied with the item, but you would need to pay for the return or exchange cost if no quality issues are involved. For general return you need to keep the original packaging, for more detail see Why Should I Keep the Original Packaging. Item(s) must be:

• Uninstalled and/or non-assembled
• Unused, no pieces missing
• With original tags and original packaging

Please be aware that the 30 days return policy is based on the delivery time of each individual item shown on the carrier's website instead of the entire order. We would NOT accept if the item(s) are marked delivered greater than 30 days when you initiate the return.

A few items can’t be returned, including:

• Clearance items
• Customized items
• Offline purchase (items or parts not listed on our website)
• Items marked “Non-Returnable” on the product page
• Assembled or disassembled products
• Without original packaging or serious damage to the original packaging
• Please note, any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.

What you need to know before you start a general return

• Please kindly do not discard any original packaging or wrapping materials from the item(s) you received.
• You would need to package the same way when the item arrives to ensure the product meets the requirements for the carrier. For Large items, you need to prepare pallet yourself.
• Any additional service on the order will NOT be refunded for the general return, including doorway drop-off, room of choice drop-off and white glove delivery.
• At least a full view picture of the product and the outer box, and a picture of the internal packing needs to be provided so we can assess its condition and return eligibility.
• You would need to cover the return shipping cost if there are no quality issues involved.
• We could provide prepaid label(s) for the return in certain regions, the return shipping fee will be deducted once the item has been returned. If we are not able to provide a prepaid return shipping label, you would need to arrange the retrun yourself.

Faulty or Damaged Products

• Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. You are advised to contact our customer service within 48 hours of receiving your items if there is an issue with the product. such as the lights not working when fitted, faucets leaking while installed, and damage to furniture after opening, please make sure to take some pictures or a quick video demonstrating the problem. Providing pictures of the product, the packaging and the labels on the outside will allow us to greatly speed up the process for you.
• All product issue inquiries may be best informed us within 30 days of receipt along with the three types of pictures mentioned above, otherwise, after-sales inquiries after 30 days of receipt might be affected negatively due to uncertain factors outside of the time frame.
• Please note that we do not cover the repair fee if unauthorized handyman services were hired.

Supplement Terms

• Damaged items means items that have been damaged in shipping:To help you efficiently, please report to customer service about the damaged product within 3 business days after you received the item and do not discard the damaged item&its packaging. See I Receive a Damaged Item for further details.
• Undeliverable and Refused Package:If the delivery attempt is unsuccessful for reasons such as refusal, invalid address, or lack of signature, resulting in reshipment or cancellation, you will be responsible for the additional handling and shipping fees that might occur.

How to return the items?

1. Please send your return request to the email address: support@guyii.com (this email address is usually also displayed on our outer packaging).
2. Please state the reason for your return, product quality issues, personal reasons or other issues.
3. At least a full view picture of the product and the outer box, and a picture of the internal packing needs to be provided so we can assess its condition and return eligibility.
4. You would need to cover the return shipping cost if there are no quality issues involved.
5. We could provide prepaid label(s) for the return in certain regions, the return shipping fee will be deducted once the item has been returned. If we are not able to provide a prepaid return shipping label, you would need to arrange the retrun yourself.