Eligibility Criteria for cancellation:
Cancellation is allowed only before the order is confirmed by the seller. You can raise a cancellation request via opening a Support ticket from the seller’s page. Support tickets can be managed from the “My Orders” page.
Eligibility criteria for return:
Please refer to the seller-specific policies accessible on the Sellers’ pages. Where not indicated, the following general rules apply:
- Products are eligible for return if the items are:
- Damaged
- Defective
- Wrong item/color/size
- Missing item/parts/accessories
- Expired Items
- Not as described in product details
- Counterfeit Items
- The buyer can raise a return request within 5 working days from the delivery date.
Return Process and Required Proofs:
- Buyer can raise a return request via opening a Support ticket from the seller’s page.
- While raising a return request, buyers will have to provide to the seller images/videos of products delivered showcasing the issue with the product along with the shipping label.
Guidelines for images/ videos to be provided while raising a return request:
Images/ videos of the product(s) indicating the issue in the delivered order. The images/ videos need to capture the following:
For Images:
(a) Shipping label with Order ID
(b) Packed Shipment
(c) Ordered products with original tags
(d) Issue observed in the product
(e) Damages to the product
For Videos:
(f) Unboxing/ normal video clip indicating the issues in the order delivered. The video clip needs to capture all sides of the package, order details, shipping label, quantity of the product, damages in the product, any tampering with the outer box, etc.
Return Logistics and Shipping Cost:
- The Seller will provide return logistics in all our serviceable areas.
- Shipping costs will be covered by either the buyer or seller after identifying which party is at fault. If it is any of the above-mentioned reasons related to product quality then the seller is responsible, otherwise, the buyer may be at fault.
- Once the return request is approved, products must be shipped back to the seller within 2 days of approval.
Packing Instructions for Returns:
- Items must be in their original purchase conditions, packed and sealed, and must include their accessories, tag, packaging, warranty slip
- Return invoice should be labeled on the parcel before handing over to the logistics Partner
Return Tracking:
- To check the status of return/refund, the buyer can connect with the Guri Customer Care team via email at refunds [at] guri [.] me (without brackets).
Refunds:
- After the returned items are delivered to sellers, Guri will process the refund to the original payment method that you used to place an order. The eventual date when the amount gets credited to your account will depend on your bank’s policy and payment method used as follows:
- Credit Card: the eventual date when the amount gets credited to your account is 7-14 working days depending on your card issuing bank’s policy.
- Debit Card: the eventual date when the amount gets credited to your account is 30-45 working days depending on your card issuing bank’s policy.
- Other payment methods: the eventual date when the amount gets credited to your account is 7 working days.
We reserve the right to modify the mechanism and conditions for processing refunds at any time without notice, and on a case-by-case basis. The courts of Thailand have exclusive jurisdiction to settle any Return, Refund, or Delivery related dispute between Guri and Buyer; or Guri and Seller. The Company also reserves the right to modify, add or remove any clauses in these Terms or Conditions without prior notice. Any modifications, additions, or removals however will be immediately reflected on the Guri Application and Website.
Last updated: April, 2021