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Returns & Refunds

  • CANCELLATION

    Cancellation of your order for any reason

    1. Cancelling orders made via the Website. As a consumer, when you buy via the Website or by phone you are entitled to cancel your Products to us for any reason any time BEFORE the shipping process starts.

    2. In order to benefit from this right of cancellation, you may, before the shipping process starts, make a clear statement of your decision to cancel the contract by sending an email to cs@gui-studio.com.

    3. When you will not have the right to cancel. In general for an Order for products that are made-to-order(MTO Products), which is customization eligible, you will NOT have benefit from the right to cancel unless any conditions below are met:

      • within 24 hours of you placing the order, per confirmed by GUI;
      • your order placing is not confirmed by GUI;
      • agreement are reached to cancel with GUI.

  • RETURNS

    Returning faulty products

    1. Your legal rights require Products to:

      • be as described;
      • be fit for purpose;
      • be of satisfactory quality;
      • match any sample that you have seen prior to placing the Order.

    2. Your legal rights if Products are faulty. If a Product does not comply with any of the requirements in clause 4 above, you will benefit from:

      • the right to reject the Product any time within 60 calendar days of delivery of the Product to you;
      • the right to request a full or part replacement of the Products within 60 calendar days of deliveryof the Product to you; If the Products cannot be replaced within this time, you will likely be entitled to a full or part refund for the Products.

    3. All Products must be returned:

      • intact, undamaged, unused, and in full re-sellable condition.
      • with the original packaging included (including promotional gift items accompanying the order).

    Returning Made-to-order Products

    1. Generally, made-to-order(MTO) products, which is customization eligible, cannot be returned to us unless they are not of satisfactory quality, not fit for purpose, not as described, or do not match any sample that you have seen prior to placing the Order.

    2. Any Made-to-Order Products are subject to additional terms and conditions available upon request.

    Where and how should Products be returned to?

    All Products to be returned should be returned within the time limits specified in these terms and conditions. To authorize a return, please fellow the steps:

    • Step 1: Send a return request to cs@gui-studio.com. Include:
      • Order number;
      • Identifiable pictures or video clips with a clear view of the returned Product;
      • In the message box, please explain the reason of your return. Or you can use the code below:
      • CODE DESCRIPTION
      1 Product not as described or picture
      2 Incorrect item received
      3 Arrived too late
      4 Damaged or faulty
      5 Parcel damaged on arrival
      6 Change of mind
    • Step 2: Customer service team will inspect the condition of the item;
    • Step 3: Customer service team will contact back with a solution;
    • Step 4: Agree on the solution from both parties.
    • Please note: Any goods received without authorization will not qualify for a refund and be rejected on delivery to our office.

    Cost of returns

    1. Faulty Products - we will bear the reasonable cost of returning Products to us which are faulty or otherwise do not comply with our Terms and Conditions.

    2. Non-faulty Products - you will bear the full cost of returning non-faulty Products to us if you have simply changed your mind and are cancelling your Order under the respective clause of our Terms and Conditions.

  • REFUNDS

    1. If you are entitled to a refund, we will refund to you all payments received from you for the Products that you have chosen to return to us within 14 business days of our receipt of the Products from you, or within 14 business days of you providing evidence of having returned the Products to us.

    2. The agreed amount of refund will be transferred through the original payment method when you placed the order.

    3. We may deduct any applicable amount from the refund if such Products are returned to us in an unsaleable condition.