Original packaging
Keep the original packaging, manuals, accessories, tags, and protective materials. Opening the box does not decide eligibility by itself; the product must be complete, clean, undamaged, and suitable for return review.
Returns & Refunds
A clear return path when something is not right.
Start a return request within 30 days from delivery. This page explains what needs to be included, when return shipping is covered, and how refunds are reviewed after inspection.
30-day return window
What needs to be included with a return
You have 30 days from the delivery date to initiate a return. Items must meet the return conditions below before a refund can be reviewed.
Proof of purchase
Original receipt or order confirmation must accompany the return.
Return window
Return requests must be initiated within 30 days from the delivery date.
Return cost responsibility
When we cover return costs, and when the customer does
The return reason determines whether Gueray covers return shipping or whether the customer is responsible for return shipping.
We cover costs
Gueray covers reasonable return shipping for confirmed order or product issues:
- Manufacturing defects
- Shipping damage
- Incorrect items shipped
- Missing or incorrect accessories
- Item materially different from the listing
Customer covers costs
Return shipping at your expense:
- Change of mind
- Size or color preference
- Ordering errors
- Device does not meet personal needs
- Returns due to personal preference
Non-refundable items
- Products beyond the 30-day return window
- Items damaged by misuse, accidents, unauthorized repair, or modification
- Items showing extended use or returned with missing key accessories
- Returns without sufficient purchase information or before receiving return instructions
Before you send anything back
- ✓Contact support before shipping the item back.
- ✓Prepare your order number and the email used at checkout.
- ✓Keep all accessories, manuals, tags, seals, and protective materials.
- ✓For damaged, incorrect, or missing items, prepare clear photos or video.
Return process
Four steps from request to refund review
Send the right information first so support can review your request and share the correct return instructions.
Email request
Contact support within 30 days and include your order number, return reason, and supporting photos when relevant.
Approval and instructions
Our team reviews the request and sends the next instructions if the return is eligible.
Ship the item
Use the original packaging and include the required documentation before sending it back.
Refund review
After the returned item is received and inspected, we will update you about the refund status.
Refund timing may depend on return inspection and your payment provider. You will receive an update through the email used for your order when the return has been reviewed.
Need help with a return?
Contact support with your order number, return reason, and photos if the product arrived damaged or incorrect.