We want you to be happy with every order. If something isn’t right, you can request a return or refund by following the steps below.

1. Return window – 180 days

You have up to 180 days from the delivery date to submit a return/refund request.

To be eligible:

  • The item must be unused, unwashed, and in original condition with tags/packaging.
  • You must provide proof of purchase (order number, order email, or invoice).
  • The item must not be in the “non-returnable” list shown on the product page.

Requests made after 180 days may be declined because the order is outside our processing period.

2. How to request a return

No return label in the package? That’s okay.
Please do not ship anything back without contacting us first.

  1. Email us at support@guteestore.com with the subject
    Return/Refund – [Your order number].
  2. Tell us the issue: your name, phone, delivery address and the reason for return.
    If the item is defective, damaged, or incorrect, attach photos/videos.
  3. Wait for our instructions: within 2–3 business days we will reply with the return address/RMA and the next steps. Each order may have a different return hub, so prior confirmation is required.

3. Refunds & exchanges

Refunds

  • Once we receive and inspect the returned item, we will email you to confirm approval/rejection.
  • Approved refunds will be issued to your original payment method within 7 business days.
  • Your bank or card issuer may need an additional 3–5 business days to post the funds.

Exchanges

  • We only replace items that are defective, damaged, or shipped in error (wrong color/size/item).
  • For “I changed my mind / I want a different size or color”, please return the item for a refund and place a new order.

4. Return shipping cost

  • We cover the return shipping (or offer an alternative solution) if:
    • the item arrived damaged or defective;
    • we shipped the wrong style/size/color;
    • the item does not match the description.
  • You cover the return shipping if:
    • you ordered the wrong size/color;
    • you no longer want the item;
    • the delivery failed due to an incorrect address you provided.

Original shipping charges (outbound shipping) are non-refundable once the order has been shipped.

5. Order cancellation

  • You can cancel for free within 12 hours after placing the order.
  • After 12 hours the order may already be in production/packing/shipping. We will do our best to help, but we cannot guarantee a cancellation.
  • Orders that have been shipped can only be handled through the return process above.

6. Non-returnable items

We may refuse a return if:

  • the item has been worn, washed, stained, has odors, or pet hair;
  • the item is returned incomplete or not in its original condition;
  • the item was customized/personalized (when clearly stated on the product page);
  • the return was sent back without prior approval (no RMA);
  • the request was submitted after 180 days from delivery.

7. Contact Us

Email: support@guteestore.com
Phone (VN): +84 376 654 996
Support Hours: Mon–Sat, 8:00 AM – 7:00 PM (GMT+7)

Please include your order number in all messages so we can help faster.