Refund policy
Right of Return (Switzerland)
We grant a voluntary 30-day right of return. This means you may request a return within 30 days of receiving your item.
To be eligible for a return, the item must be returned in the same condition in which it was received: unused, unworn, with all labels attached, and in its original packaging. A receipt or other proof of purchase is required.
To request a return, please contact us at yolanda@guanacastewood.com.
If your return is approved, you will receive a return shipping label together with instructions on how and where to send the goods. Returns sent without prior authorization will not be accepted.
For any questions regarding returns, please contact yolanda@guanacastewood.com.
Damaged or Incorrect Goods
Please inspect your order immediately upon receipt.
If the goods are defective, damaged during transport, or incorrectly delivered, please notify us without delay so that we may assess the issue and provide an appropriate remedy.
Exclusions from Returns
The following items are excluded from return, unless otherwise required by mandatory law:
- Perishable goods (e.g. food, plants, flowers)
- Custom-made or made-to-order products
- Personalized items
- Personal care products
- Hazardous materials, flammable liquids, or gases
Returns of sale items and gift cards are excluded.
If you are unsure whether an item is eligible for return, please contact us prior to purchase.
Exchanges
We do not offer direct exchanges.
To receive a different item, please return the original product in accordance with this policy and place a new order once the return has been accepted.
European Union – Right of Withdrawal (14 Days)
If goods are delivered to a country within the European Union, you have the statutory right to withdraw from the contract within 14 days without giving any reason, in accordance with EU consumer protection law.
The withdrawal period expires 14 days from the day on which you, or a third party designated by you, take physical possession of the goods.
To exercise your right of withdrawal, you must inform us of your decision by email to yolanda@guanacastewood.com.
Returned goods must be unused, in their original condition, with all labels attached, and in the original packaging. Proof of purchase is required.
Refunds
Once we have received and inspected your return, we will notify you of the approval or rejection of your refund.
If approved, the refund will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or credit card provider.
If more than 15 business days have passed since your return was approved, please contact us at info@guanacaste.ch.