Refund & Returns Policy
Eligible unopened, unused and sealed products may be requested for return within seven days of delivery.
Effective date: September 14, 2026
Return Eligibility
A return may be approved when the product is unopened, unused, in its original sealed packaging and accompanied by proof of purchase. Contact support before sending any item.
Return Window
A return request must be submitted within seven days after confirmed delivery.
Non-Returnable Items
Opened, used, unsealed or materially damaged products are not returnable unless they arrived damaged, defective or incorrect. Shipping charges, gift cards and items marked final sale are non-refundable where permitted by law.
Damaged or Incorrect Orders
Contact support within seven days of delivery and provide the order number, a description of the issue and clear photos of the shipping package and product. Keep the packaging until the review is complete.
Refund Process
After a return is authorized and received, the item is inspected. Approved refunds are issued to the original payment method. Original shipping charges are not refunded unless the return resulted from our error or applicable law requires otherwise.
Refund Processing Time
Approved refunds are generally submitted within five business days after inspection. A bank or payment provider may require additional time to post the credit.
Exchanges
When stock is available, an approved damaged or incorrect item may be replaced. Other exchanges are handled as a return and a new purchase.
Return Shipping
The customer is responsible for return shipping unless the product arrived damaged, defective or incorrect. Use a trackable service; Guatlzaa is not responsible for a return lost before delivery to us.
Cancellation
An order may be cancelled before fulfillment begins. Once an order has been processed or dispatched, it must follow the return process above.
Contact Information
Request a return at contact@guatlzaa.com or call +1 (615) 481-1999. Do not send a return without authorization.