Refund policy
Guatemala GTQ Q takes customer satisfaction very seriously. Please be assured that we take extra care to ensure that all our customers receive their items on time, and we will do our best to ensure that your order reaches your address promptly. Please understand that while we take every effort to minimize delays, sometimes factors beyond our control (i.e., peak seasons, delivery strikes) may affect delivery times.
In making a purchase through our store, you agree to the refund policy as set out below.
Our full Terms & Conditions are available here.
RETURN TIME FRAME
We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.
To be eligible for a return, your item must meet the following criteria:
- Your order needs to be in the same condition that you received it, unworn or unused, with tags, and in its original packaging;
- You’ll need the receipt or proof of purchase;
- Your order did not exceed our 14-day return policy.
To start a return, you can submit a return here. Items sent back to us without first submitting a return will not be accepted.
Make sure that all returned items are in their original packaging, please ensure the original manufacturer box is protected with an outer packaging box.
The return costs are for the sender and will be deducted from your order value (exclusive of shipping costs).
DAMAGES & ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
In very rare instances where your item arrives badly damaged or significantly not as described, our customer support team will request further information before being able to initiate a refund. This includes photos, pictures, screenshots, product descriptions and other material that we can use to verify that the item has arrived damaged or is significantly not as described.
To be eligible for reimbursement, a request must be made within 14 days of the delivery date, as indicated by the tracking information.
Our customer service and evaluation teams may, in their sole discretion, take the following course of action:
(a) Provide a full refund if the item arrives badly damaged or is significantly not as described; or
(b) Provide a partial refund if the item is partially damaged during shipment or is not as described; or
(c) Provide no refund.
Please note that we take an objective view when evaluating customer complaints, and our customer evaluation teams reserve the right to make a final decision on the refund amount in accordance with our refund policy. Please understand that we take extra care to ensure that you receive quality items, and we have a stringent process in place to ensure quality checks.
You agree that a decision made by our customer service and evaluation teams under the Refund Policy shall be final and binding.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gasses. Please get in touch if you have questions or concerns about your specific item.
Gift Card purchases are final and non-refundable, except where otherwise expressly required by law.
If an order is paid by a Gift Card and is later returned and a refund is requested, the amount of the order that was paid by the Gift Card will be returned to the same Gift Card.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
REFUNDS
We will process refunds within 3-4 workdays after evaluating your request. Please note that it may take between 5 – 10 days for the refund to appear on your card statement.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
St. Helena SHP
In making a purchase from us, you agree that our total liability to you under any circumstances, shall not exceed the amount paid (inclusive of shipping) for your item.
REFUNDS FOR ORDER CANCELLATIONS
Order cancellations after an item has been shipped are strictly non-refundable. If you are not sure about any details of any item in our store, or if you want to make changes to the items in your order or to your personal details, please contact the customer support team before dispatching.
REFUNDS FOR LOST OR STOLEN ITEMS
Guatemala GTQ Q has no responsibility for lost or stolen items that have been confirmed as successfully delivered by the courier. We do not reimburse or replace orders that have been confirmed as delivered by the courier and are reported lost or stolen. Guatemala GTQ Q may, at its sole discretion, provide an affidavit in case a replacement is needed. Except, if the shipped items are confirmed to be lost in transit following an investigation by the shipping carrier, we will issue you a refund.
Customer is responsible for entering the correct address at checkout. In the event that the customer is deemed responsible for the delivery failure, we shall extend a courtesy of a reshipment or issue a refund for the total order value, exclusive of the shipping fee.
REFUNDS FOR FREE GIFTS
Free gifts included with your order will not be refunded, returned or individually reshipped for any reason.
WARRANTY
Guatemala GTQ Q is a consignment marketplace, which means all of the items we carry and offer on this site are generally provided by independent owners. Once an item is sold, either online or in one of our stores, the owner will receive payment for their merchandise. As a result, we cannot offer any warranty on sneakers sold online or in one of our stores.
If you need any help with your order, feel free to contact us.