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Returns Policy

All items carried by the store go through strict quality control and are guaranteed authentic.  
Products are re-checked for defects and photographed before being shipped to customers. 
Except for sale items, all purchases can be returned for an exchange within 14 days of receiving the order, subject to certain conditions.


OUR POLICY
To be eligible for an exchange,
  1. For items without defect - Products should be returned new, unused, sealed, and with all tags (if any) still attached. It must also be in the original packaging with all requisite paperwork.  Returns that are damaged, marked by scratches/blemishes or altered will not be accepted.  
  2. For items returned due to factory defect or damage during shipment - Identify the area where there is damage by taking photos of the product in the condition it is received.  Please include this as part of your email to us when requesting for an exchange.  The rest of the product should show no sign of wear from usage and should not be marked by scratches/blemishes or altered.  Items should be returned sealed, and with all tags (if any) still attached. It must also be in the original packaging with all requisite paperwork.  

Defects/Damages
If there is damage to the parcel on delivery, let us know of the condition through email.
We encourage you to notify us of any damages within 24 hours of receiving the parcel.  It is important we are notified of the defect before returning the product to us.  Failure to notify us of defects observed may result in exchange requests being not approved.

Please note we cannot assure exchanges without proper authorization.  To ensure your request is processed without delay, kindly follow the instructions on How to Return an Order.


HOW TO RETURN ORDER
  1. Email care@guavasketches.com of your intent to return the purchased item.  Under the subject header, please write "RETURN/EXCHANGE REQUEST" and quote the order number (e.g. RETURN REQUEST: order # 2081).  
  2. Provide reason why you would like to exchange your product.  For returns due to defect, kindly include pictures and brief description of the damage (e.g. when it was discovered, what is damaged or defective).
  3. Guava Sketches will provide you a Return Merchandise Request (RMR) number, together with return instructions.  
  4. We require the item(s) to be packed securely in its original packaging and tags.  

We will make every reasonable effort to process requests within 5-8 business days of receiving your email.

EXCHANGES
Once we have received and inspected your return, we will send you an email to notify you if the condition of the goods and documents are in order.  Once approved, your exchange request will be processed.  
Except for defective or damaged merchandise, all delivery costs arising from replacement of products will be borne by the customer.
Do note exchanges are subject to product availability.  A merchandise may be exchanged for a different product, provided the price of the new item is equal to or less than the price of the item to be exchanged.  If you wish to exchange it for an item of greater value, you may do so by paying for the price difference.
For avoidance of doubt, the value of a product to be exchanged will be its original purchase price.

Sale items
Only regular priced items may be exchanged.  Sale items cannot be returned.