Returns
Please retain your original receipt as proof of purchase. All returns must be in original condition, unopened and unused (unless faulty). Returns must be made within 7 days of delivery, except when an item is faulty.
If you want to return the product you have to send an email to customercare@guavabay.com.au and the customer team will inform on the warehouse address by replying to your email within 3 business days.
Cancellation, 7-day returns and refunds
If you’re not happy about your product, you must send us a notice of cancellation within 7 days of delivery to receive a refund. You don’t need to provide a reason. You may simply change your mind. If the product is not dispatched yet once you cancel, we will make your refund within 14 business days of the cancellation. If the item left the warehouse, this is the situation of a 7-day return (i.e. item left the warehouse and has been returned to the warehouse), we will make a refund within 14 business days of reception of the goods in our warehouse.
You can unpack and inspect the product properly before making your decision, however, all goods returned or exchanged must be in their original condition (i.e. product not used, packaging not damaged and in original packaging). You are responsible for the goods until they are safely received by Guava Bay. We accept no liability for goods lost or damaged in transit back to our warehouse. You will receive a refund only if you have not used the product and the product is returned in the original packaging not damaged. The refund will be equal to your purchase price for this product.
The products need to be returned via Australia Post to our warehouse located Level 5, Nexus Norwest, 4 Columbia Ct, Norwest 2153 NSW.
After we inspect the product, if it is in perfect condition (T&Cs apply), we will refund as per our T&Cs within 14 days of reception of the goods in our warehouse.
The easiest way to let us know that you would like to cancel your contract is to send us an Email at customercare@guavabay.com.au
Here is the information we would need from you:
- Email address
- Order date
- Order number
- Goods reception date
- Your name
- Delivery address
- Goods that you would like to return.