Refunds, returns, and right to cancel.

We accept returns, exchanges, and purchase contract cancelation up to 14 days after delivery when the item is unused and in its original condition. We issue the refund using the original payment method within seven days of receiving the parcel and checking the goods for the absence of any damages and-or use. 

When the customer returns a complete order, the refund will include the standard delivery charges paid. For a partial purchase return, only a partial shipping cost refund is issued based on the weight and volume of the items returned. 

The buyer is responsible for the cost of returning a complete or partial order to the seller. The attached labels are a requirement for returns and cancellations. 

Never remove labels before checking for the size and colors of your custom products.

 Return Process

• Contact us within seven days of delivery.
• Ship the item back within 14 days of delivery.
• The refund is issued for the item value only within seven days after we receive the parcel and check the items for the absence of any damages and-or use.
• Buyers are responsible for the return shipping costs, including additional fees and taxes that may apply.
• If the item is not returned in its original condition, unused, and with labels still attached, the buyer is responsible for any loss in value.
• If the item sent by a customer is not refundable, we can only send it back at the customer expense.
• We are not responsible for any delay or the loss of or damage to the package that may occur when a customer returns items.
• State Returned Goods: exemption from import charges claimed in the customs declaration and on the package. Failure to do so may result in additional payment charges for the buyers.
• Include the order receipt with the returned goods.
• We require returning the items using registered mail with tracking and proof of delivery service.
•  The return address is the same as the address of origin:

Guineapet

Rua das Flores 32

Aiana de Cima 

2970-020 - Sesimbra

PORTUGAL

 You can always contact us for any return questions at info@guineapet.com

Damages and issues.

Please inspect your order upon reception. In the event of a damaged package delivery, you must write the word "Damaged" on both your and the copy of the Bill Of Lading, along with a description of the damage(s) and the driver signature.

Please save all packaging material and damaged goods.

Contact us immediately if an item is defective, incorrect, or damaged. So we can evaluate the issue and make it right. Please email us as soon as possible at info@guineapet.com with your order number and photos of the item condition with all the original packaging.

Once we receive the complaint with the pictures and after confirmation, we either send a replacement or issue a refund for the items in question.

Please note that returning the defective or incorrect item(s) might be necessary for a full refund. In this case, the shipping cost will be the seller responsibility. 

We address these on a case basis but will do our best to work towards a satisfactory solution.

If you have further questions, please consult our Terms of Service and Return policy or contact us at info@guineapet.com.

Delivery refusal, address error or non-collection 

In the event of a return to the sender of the package due to an incorrect address provided by the buyer, the absence of a recipient at the destination address, a parcel refusal at the destination, and-or a non-collection of the parcel at the collection point, when applicable, the amount of the return costs will be borne by the recipient. We deduct this amount during the reimbursement for the merchandise.

The package can either be returned upon payment of the return and reshipping or put back in stock for a refund using the original payment method within seven calendar days after we receive the parcel and check the items for the absence of any damages and-or use.

Under these circumstances, we do not refund custom items (such as special orders or personalized items) and perishables (such as food, flowers, or plants).

Please note that we are not responsible for the return delay or the loss or damage to the package that may occur due to an incorrect address provided by the buyer, the absence of the recipient at the destination address, a parcel refusal at the destination, and-or a non-collection of the parcel at the collection point.

Delivery time, delays, and lost parcels

Delivery times are estimates only. We are not responsible for delays during transit.

We guarantee a full refund for orders confirmed lost in transit by the shipping company. 

We send all orders via registered mail with a tracking number. According to the Universal Postal Convention, parcels are only consider lost in transit 60 days after shipping and-or upon confirmation from the postal administration. Refunds for orders lost in transit must be requested within 180 days after shipping, the period after which a refund is impossible.

Exceptions for non-returnable items.

We do not accept returns or cancellations on custom items (such as special orders or personalized items) and perishables (such as food, flowers, or plants) unless they are defective, damaged, or do not match your purchase order. Unfortunately, we cannot accept returns on sale items or gift cards.

Please get in touch with us at info@guineapet.com if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return and let you know if the refund was approved. If the refund is approved, your account will be refunded automatically using the original payment method. Please remember it can take time for your bank or credit card company to process and post the refund.

 

If you have further questions, please consult our Terms of Service and Shipping Policy or contact us at info@guineapet.com.