Welcome to our store
Refund policy
At Guava, we are committed to offering you an impeccable experience. However, if your item does not fully meet your expectations, we accept returns under the following conditions:
1. Return Period
You have 14 days from the date of delivery to submit a return request. Unfortunately, requests made after this period cannot be accepted.
To initiate a return, please contact us at:
📩 care@guavaswim.com
Kindly include:
- your order number
- the item(s) concerned
- whether you prefer a refund or store credit
Our team will then provide you with the return instructions and return address.
No return will be accepted without prior authorization.
2. Orders Already Shipped
Once an order has been shipped, it cannot be modified, cancelled, or refunded.
If you no longer wish to keep your item, you may return it after delivery in accordance with the return conditions detailed below.
3. Return Eligibility Conditions
To be eligible for a return, your item must be in the same condition in which you received it: brand new, unworn, unwashed, with all tags and linings intact, and in its original packaging. Any incomplete return may result in a partial refund, reflecting the diminished value of the item.
Items must:
- be unworn, unwashed, and in perfect condition
- have all original tags attached
- have the hygiene sticker fully intact
- be returned in their original Guava pouch
For sanitary reasons, swimwear must be tried on over your own underwear. Returns will be refused if the hygiene sticker or tags have been removed.
Any item showing signs of wear, odors, stains, makeup marks, or damage will not be accepted.
Only products meeting these conditions are eligible for a full refund or online store credit.
Return shipping costs are the responsibility of the customer.
The customer is responsible for any depreciation in value resulting from handling other than what is necessary to establish the nature and characteristics of the product.
Any declared return received empty will be subject to internal investigation (photos, weighing, video documentation). No refund will be issued without actual receipt of the product.
For any questions regarding returns, please contact:
📩 care@guavaswim.com
4. Return Shipping Costs
For standard returns (change of mind, size, or style), return shipping costs are the customer’s responsibility.
You may choose the carrier of your choice.
For secure delivery, we strongly recommend using a tracked shipping service.
GUAVA cannot be held responsible for parcels not received.
Please keep your proof of shipment until your return has been validated.
Initial Shipping Costs
Original shipping fees are non-refundable, except in cases of our error or a defective product.
5. Refund or Store Credit
Once your return has been received and inspected, you will receive an email confirming whether it has been approved.
If approved:
- Refund : The amount of the item will be refunded to your original payment method within 10 business days. Please note that your bank or card issuer may require additional processing time before the refund appears in your account.
- Online Store Credit : If preferred, we can issue online store credit valid across the entire website, with no expiration date. Simply indicate your preference when submitting your return request.
If more than 15 business days have passed since your refund approval and you have not received it, please contact us at:
📩 care@guavaswim.com
6. Exchanges
We offer exchanges subject to stock availability.
You may request:
- a size change
- a color change (same model only)
- a replacement for a defective item
Return shipping costs for standard exchanges remain the responsibility of the customer.
7. Defective Items or Order Errors
Please inspect your order upon receipt.
Each piece is carefully inspected before shipment; however, in the rare case that you receive a defective item, please contact our customer service team at care@guavaswim.com within 14 days of delivery so we may initiate the exchange process.
If an item is:
- defective
- damaged
- incorrect
Please contact us within 14 days at care@guavaswim.com.
Guava will cover return shipping costs for any item confirmed as defective. Please retain your shipping receipt or proof of return postage and send it to our team. These costs will be reimbursed once the defect is confirmed.
For secure delivery, we strongly recommend using tracked shipping, as parcels not received cannot be exchanged.
Once the returned item has been inspected and the defect validated, the item amount and return shipping costs will be fully refunded to your original payment method.
If your parcel has been damaged during transport, please contact our customer service within 7 days.
8. Undeliverable Parcels
If a parcel is returned to us due to:
- incorrect or incomplete address
- parcel not collected from pickup point
- prolonged absence
Initial shipping fees and return shipping costs will remain the customer’s responsibility.
To avoid this, please monitor delivery notifications and use the “Track my order” feature available in your confirmation email.
9. Parcel Marked “Delivered”
Once a parcel is marked as “delivered” by the carrier, Guava cannot be held responsible for loss, theft, or delivery disputes.
In such cases, it is the customer’s responsibility to initiate an investigation directly with the carrier.
10. Sale Items
Sale items may be returned provided they comply with all the conditions outlined above.
11. Right of Withdrawal (European Union)
In accordance with European regulations, you benefit from a legal 14-day withdrawal period.
To exercise this right, the item must be in the same condition in which you received it:
- unworn and unwashed
- with all original tags attached
- with the hygiene sticker intact
- in its original packaging
-
accompanied by proof of purchase (order number, receipt, etc.)
A Service Designed for You
Our Care team is available to assist you at every step.
For any questions, please contact us at:
📩 care@guavaswim.com