Return & Refund Policy

At GUANCRAFT, we aim to keep our return and refund process clear, fair, and easy to understand. This policy explains when returns are accepted, how refunds are handled, and what responsibilities apply to both customers and our team.

By placing an order on our website, you agree to the terms described below.

Order Processing & Shipping Conditions

All orders are processed within 2 business days (Monday–Friday).
The daily order cutoff time is 5:00 PM (EST). Orders placed after this time will be processed on the next business day.

We ship only to the United States (mainland). We do not ship to Hawaii, Alaska, Puerto Rico, military bases (APO/FPO/DPO), or U.S. overseas territories.

Delivery time is typically 10–15 business days after shipment, with a total estimated timeline of 15–20 business days including processing time. Shipping details are outlined in our Shipping Policy and remain consistent with this Return & Refund Policy.

Return Eligibility Period

Customers may request a return within 30 calendar days after receiving the product.

Return requests submitted after this period may not be accepted.

Eligible Return Conditions

We accept returns under the following situations:

Change of mind (buyer’s remorse)
Products that do not meet expectations but are not defective
Items that arrive damaged or with quality-related issues

To qualify for a return, items must meet the following conditions:

Unused and in original condition
No visible signs of use, wear, or damage
All original packaging included
All tags and components remain intact

Non-Returnable Items

Based on the nature of our product line (ceramic home décor such as tissue boxes, vases, and decorative items), the following situations are not eligible for return:

Items that have been used, placed in water, or displayed in long-term use conditions
Items with obvious wear, scratches, chips, or accidental damage caused after delivery
Items returned without original packaging or missing components
Items damaged due to improper handling after delivery

Please note: GUANCRAFT does not currently sell custom-made products. All ceramic items are standard designs and are not considered personalized goods.

Return Shipping & Handling Fee

Return shipping costs are the responsibility of the customer unless the return is due to a confirmed product defect or shipping error caused by us.

All approved returns are subject to a 1% handling (restocking) fee, which will be deducted from the refund amount.

We do not provide prepaid return labels for standard return requests.

How to Start a Return Request

To initiate a return, customers must contact us first before sending any item back.

Return requests can be submitted via:
Email: service@guancraft.com
Phone: (732) 581-1850

After your request is reviewed and approved, we will provide detailed return instructions and the correct return address. Please do not send items back without authorization, as unapproved returns may not be processed or refunded.

Return Address Notice

The return address is not the same as the original shipping address.
Customers must wait for official confirmation via email before shipping any return items. The correct return address will be provided after approval.

Inspection & Return Processing Time

Once the returned item is received, it will be inspected within 3–7 calendar days to confirm eligibility and condition.

If the return is approved, the refund process will begin immediately after inspection is completed.

Refund Processing Time

Approved refunds are processed within 3–5 business days after confirmation.
Refunds will be issued to the original payment method used at checkout.

Depending on your bank or payment provider, additional time may be required for the refund to appear in your account.

Taxes, Duties & Shipping Costs

Original shipping fees (if applicable), customs duties, import taxes, and local sales taxes are non-refundable.

Any applicable import duties or taxes are determined by U.S. customs authorities and are the responsibility of the customer. These fees are not collected or controlled by GUANCRAFT.

Seasonal Delays

During peak seasons such as holidays (for example Christmas or other high-volume periods), processing and logistics may experience delays. In such cases, return and refund processing times may also be slightly extended, but we will continue to handle requests as efficiently as possible.

Contact Information

If you have any questions about returns or refunds, you can contact us through the following:
Email: service@guancraft.com
Phone: (732) 581-1850
Address: