RETURNS & REFUND POLICY
Return Window
You have 14 days from the delivery date to return or exchange your purchase. We recommend initiating your return within 7 days of delivery to ensure it reaches our warehouse within the 14-day window.
To start a return or exchange, please visit guapi.loopreturns.com.
Return Guidelines
All returned items must meet the following conditions:
- Unworn, undamaged, and unused
- All original tags attached, including the GUAPI label
- In the original packaging
Please be careful when trying on your pieces and return them in the same condition in which you received them. Returns that do not meet these guidelines will not be accepted.
Return Shipping
- US orders: Free return label provided
- International orders: Return shipping is the customer's responsibility
- Original shipping charges are non-refundable
Exchanges
If you would like a different size or item, you can request an exchange through our returns portal. Once your return arrives at our warehouse, your exchange item will be shipped out right away. Delivery times will depend on the carrier and your selected shipping method.
Please note that we are unable to hold exchange items or ship them before receiving your return, so we encourage you to drop off your return as quickly as possible to avoid disappointment.
Refunds
Refunds are issued as store credit with no expiration date. Refunds to the original payment method are only available when an order cannot be shipped due to items being sold out. In other cases, refunds to the original payment method may require additional review and approval.
Please allow 5–10 business days for refunds to appear in your account, depending on your bank's processing time.
Final Sale & Discounted Items
All final sale items are non-refundable and non-returnable. This includes items from promotional campaigns or with discounts of 20% or more. Return shipping for discounted items that are eligible for return is the customer's responsibility.
Cancellation Policy
Unfortunately, cancellation requests cannot always be accommodated. We aim to ship orders as quickly as possible, so even if you contact us immediately after placing your order, cancellation is not guaranteed. All requests must be reviewed and sent to our warehouse processing team.
To request a cancellation, please send your order number with the message "Please Cancel My Order" via our Contact Us page or email us at support@guapi.ch.
If we are unable to cancel your order, your items may still be eligible for return under the policy above.
Damaged or Incorrect Items
If you received a damaged or incorrect item, please report it within 14 days of delivery through our returns portal. You will be required to upload clear photos of the damaged item and the polybag SKU slip. The item must still have all original tags attached, including the GUAPI label.
Please do not dispose of the item, as you will need to return it for the issue to be resolved. If the item has been disposed of, we will be unable to process an exchange or return.
Shipping Protection
If you purchased Shipping Protection at checkout and your package was lost, damaged, or stolen during transit, you can file a claim through our Shipping Protection Claims portal. Claims are reviewed and resolved directly through our shipping protection provider.
If you did not purchase Shipping Protection at checkout, GUAPI is not responsible for packages that are lost, damaged, or stolen during transit. We strongly recommend adding Shipping Protection at checkout for full coverage.
