Refund and Return Policy

Our customers’ satisfaction is very important to us. Therefore, we have adopted a clear and simple returns and refunds policy, inspired by best practices and respecting consumer rights. Below you will find general information on how we handle returns, exchanges and refunds for purchases made on guruofficialbrand.com.

Right to Cancel (Rethink): If you have made a purchase on our Site as a consumer (i.e., for personal, non-business purposes), you have the right to cancel your order and exercise your right of withdrawal within 14 days of receipt of the products, without having to provide any reasons and without penalty . This right is guaranteed by law and allows you to examine the products as you would in a physical store, but having the option to return them if you change your mind. The withdrawal period expires 14 days after the day you received (or the person you instructed received) the goods. To exercise your withdrawal, simply notify us of your decision within the specified period (e.g., by sending an e-mail to ghep@ghep.mc with the subject line “Order withdrawal #[order number],” stating your wish to withdraw and possibly indicating the items you intend to return). Alternatively, you can use a standard withdrawal form (if available on the Site or attached to your order confirmation) but it is not mandatory-any explicit statement is fine.

Once you submit your withdrawal request, we will respond promptly confirming receipt and providing you with instructions for returning the merchandise. You will then need to ship the items back within 14 days from the date you notify us of your withdrawal. We recommend that you re-send the products to the address we will provide (usually coinciding with our warehouse or operations office). Unless otherwise agreed, the return shipping costs are the customer’s (i.e. yours) responsibility. You may choose your preferred courier; for your safety, we suggest a traceable and insured method, especially for valuable items. Note: Until the goods are delivered to us, you remain responsible for them; if the return package is lost or damaged in transit, we regret this but it may not be possible for us to issue a full refund (it will be your responsibility to possibly retaliate against your chosen courier) .

Conditions for accepting returns: In order to receive a full refund, it is important that we receive the goods in like-new condition. Specifically, we kindly ask that you abide by these conditions when preparing your return:

• Products must be returned in their original packaging, complete with all parts, accessories, manuals and inner packaging. For example, shoes should be returned with the original box, clothing with any hangers, garment covers or boxes, etc.

• Original labels and tags should not be removed. Clothing and accessories must still have all tags and seals attached as received.

• Items must show no signs of use: garments must not have been worn except for proof of size, must not have been washed or altered in any way, and must not have stains, odors (e.g., perfume, deodorant) or other signs of wear. Similarly, shoe soles must be undamaged and clean.

• Any packaged products (e.g., gadgets in sealed blister packs) must be returned unopened if the seal was a guarantee of integrity.

• For hygienic reasons, underwear, swimwear and earrings may be returned only if tried on over one’s personal clothing and, in the case of costumes, with the protective hygienic adhesive intact. In general, these items, if unsealed or with stickers removed, may not be refundable.

• Personalized or custom-made products: unless they are defective, items made to your specifications (e.g., engraved garments, custom prints) do not have a right of withdrawal, in line with the provisions of the Consumer Code (custom-made or clearly personalized items). If we offer such services, we will have indicated this to you during your order, and any returns will be handled on a case-by-case basis.

Upon receipt of your return package, we will check the condition of the items. If all the conditions above are met, we will proceed with a full refund of what you paid. In case of decrease in value of the goods due to handling other than that necessary to establish their nature, characteristics and functioning, we may withhold from the refund an amount commensurate with that decrease (as permitted by Article 57 of the Consumer Code). Obviously, before applying any deductions, we will contact you providing evidence of the problem encountered.

Refund timing and terms: If you exercise your right of withdrawal within the terms and conditions, we will refund you within 14 days from the day you notified us of your decision to withdraw. However, we may withhold your refund until we have received the goods or until you provide us with proof that you have returned the goods (such as with a shipping receipt) – whichever situation occurs first, in accordance with the law. Once the goods arrive and quality control is completed, we will authorize a refund. The latter will be credited through the same payment method you used for the original order, unless otherwise agreed. So, if you paid by card, the refund will be credited back to your card (please note: it may take a few additional business days for the amount to show up on your statement, depending on bank circuits); if you paid via PayPal, you will receive the refund on your PayPal account, etc. We will send you an email confirmation when the refund has been issued. If it is impossible to credit back to the original method (e.g., expired card), we will make arrangements with you for an alternative method (wire transfer, etc.).

Original shipping charges: If you cancel, we will also refund any original shipping charges you paid to receive your order, but only to the extent of the cost of standard delivery. This means that if you had chosen (and paid for) an express delivery or non-standard premium service, we will still reimburse you only the amount equivalent to the standard delivery offered. Any additional charges for extra services will not be reimbursed, as per the regulations.

Exceptions to the right of withdrawal: As anticipated, some types of products may be excluded from the right of withdrawal. In addition to the customized items already mentioned, sealed products that are not suitable for return for hygienic or health protection reasons (e.g., cosmetics, underwear) cannot be returned if opened after delivery. Likewise, goods that are likely to deteriorate quickly or expire (e.g., food, if we ever sell any) are not returnable. If we offer such products on the Site, you will find clear indication of this exclusion on the product detail page. Keep in mind that these exceptions do not apply to returns of defective merchandise: in the event of a defect or nonconformity, the consumer is still entitled to legal remedies (repair, replacement, or refund).

Merchandise changes (size/color substitution): We currently do not handle direct item exchanges. If you would like a product in another size or color, the quickest way is to exercise the return for the item that does not fit (following the procedure above to get a refund) and in the meantime place a new separate order for the other desired variant (if available in the catalog). In this way, you will be able to receive the alternative product more quickly. In some cases, to speed up, we may – at our discretion – offer a direct size exchange: contact us and we will see if we can find the best solution.

Returns for defects or errors (non-conforming goods): Your satisfaction is important. If you believe you have received a defective, damaged, or different product from what you ordered, please contact our customer service department immediately (preferably within 7 days of delivery so we can act promptly). Provide us with your order number and describe the problem, possibly attaching photos of the defect or wrong item. After appropriate verification, we will propose the appropriate solution: we generally offer free free replacement with an identical (undamaged and compliant) item or, if not possible, a full refund. In such cases of error attributable to us or nonconforming product, all shipping costs to return the goods will be borne by us. In fact, we will provide you with a prepaid shipping label or arrange for our courier to pick up the package, so you will not incur any charges. After we receive and inspect the returned item, we will either proceed with the return of the correct product (if you have chosen replacement) or a refund.

Timelines for returns and communications: We try to handle all return/exchange/refund requests as quickly as possible. In ordinary periods, processing of a return (from receipt of package to confirmation of refund) typically occurs within 5-7 business days. During peaks of activity (such as during sales or holidays) it may take a few more days. We will keep you updated via email on the various stages (receipt of return, quality control outcome, refund issuance).

Returns Service Contacts: If you have any questions or need clarification regarding our returns and refunds policy, or to initiate a return procedure, you can contact us at ghep@ghep.mc mentioning your reference order number if possible. Our customer service team will guide you step by step.

This refund and return policy is intended to apply to all purchases made on guruofficialbrand.com. It does not limit or supersede the rights granted to consumers by law, which remain in full force and effect.