Returns, Refunds, & Exhanges
As part of our 100% quality guarantee, we have a 15-day return policy, which means you have 15 days after receiving your item to request a return for the items you ordered. Sale items are non-refundable and upon returning sale items a store credit will be issued. If a sale item arrives damaged, we will happily exchange this for another item of the same type. Please note: All returned items must be sent back to the warehouse location or directly to the manufacturer they were initially shipped from. Guild Manor does not cover the cost of return shipping due to the nature of the products we sell and our ability to offer free shipping on all our orders. For more information regarding returns, exchanges & refunds please read on.
You can cancel your order free of charge within 24 hours.
Please email us your order number and invoice, and we will confirm and reply within 24 hours (Monday- Friday). If your order has been shipped, it cannot be canceled and will need to be returned.
You can change your order information (such as colors, dimensions, shipping address, and telephone number) within 24 hours.
If your order has been shipped, it cannot be modified.
If you wish to return an item purchased from our website, you have 15 days, from the date the order was received, to proceed with the return process. Return shipping costs shall be borne by you. If 15 days have gone by since you received your item according to your tracking number, unfortunately, we can’t offer you a refund or exchange. You must inquire within this time window to be eligible for a return or exchange.
Please note that the article should be in its original condition to be returned: unused, in its original packaging, and with complete accessories.
Once a return is initiated, we’ll send you the return address for the original dispatch warehouse so that your order can be returned there. As soon as we receive the returned order at the warehouse of its origin, we will begin to process the return which can take 3-5 business days.
You have 7 days, from the date of receiving return approval, to send off the item you wish to return otherwise the items cannot be returned.
Warning – items that are damaged, soiled, or which have been used or installed cannot be returned for a refund. In the case of non-compliant returns, we will not accept the returned items. When returning items we suggest using relevant insurance to cover the item's cost in case of damage during transit.
Please note: All returned items must be sent back to the warehouse location or directly to the manufacturer they were initially shipped from. Before ordering please bear in mind that some of our items are shipped from our international warehouses and therefore need to be returned to those locations or manufacturers. Guild Manor does not cover the cost of return shipping due to the nature of the products we sell and our ability to offer free shipping on all our orders.
Items sent back to us without first informing us of a return cannot be processed and therefore may be heavily delayed in receiving a refund.
PLEASE NOTE THAT THE RIGHT TO RETURN PRODUCTS DOES NOT APPLY TO:
(1) Customized products that are ordered from the manufacturer according to the customer’s wishes. (except manufacturer defects)
(2) All accessories, such as light bulbs.
(3) Sale items are non-refundable and upon return a store credit will be issued.
(4) Misunderstanding of product listing despite clear indication of non-discounted items.
(5) Resale items. These items undergo thorough inspection and testing to ensure they meet our high-quality standards before being made available for purchase at a significantly reduced price. Having been returned previously and now heavily discounted they are therefore not eligible for return.
Please note: Despite our efforts to provide accurate product descriptions, there may still be variations from the actual product. We encourage customers to inquire as much as possible to ensure the shopping experience meets expectations. Our customer service representatives will be more than happy to address any questions you may have. The colors may appear slightly different via the website due to the computer’s image resolution and monitor settings. Also, all products are displayed to show you them after installation, colors and effects are different once installed. Dimensions can be slightly different as a result of manual measurement on handmade items. Colors and dimensions are for reference, please refer to the actual product.
HOW TO INITIATE A RETURN?
(1) Send us an email with the reason for the return along with pictures of the received items (including the packaging) that you wish to return. Please provide your order number or respond to your order confirmation. Alternatively, you can send this information directly to us at email@example.com
(2) We will check your email. If we require more information please provide the requested information so we can proceed as quickly as possible.
(3) Once your return application is approved, you will receive an email of return approval along with the expected return shipping costs. The shipping fee will be paid by you. Ensure the items are appropriately insured in case damage occurs during transit as items damaged on return are not eligible for a refund.
(4) Once the refund has been confirmed you have 7 days from the date of confirmation to send off the item you wish to return.
(5) Please tell us by email the tracking number and the tracking URL after sending off the item you wish to return.
(6) Once the returned item is received, we will tell you by email whether the returned item is eligible for our Return & Refund Policy. If so, we will issue a refund to you. If not, we reserve the right to refuse to refund you.
REFUNDS (IF APPLICABLE)
We will refund you after receiving the returned item provided it is eligible for under our Return & Refund Policy.
The refund will be in your original payment account after the refund operation. (PayPal: 1-2 days; Credit card: 3-5 days)
The actual amount received by you may differ from your original payment due to exchange rate fluctuations.
Any shipping fees or shipping insurance fees you paid are non-refundable.
LATE OR MISSING REFUNDS
If you haven’t received a refund, check your bank account again before contacting us.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
We only replace items if they are defective or damaged during transportation.
If you need to exchange it for the same item, send us an email at email@example.com. We will work with you to provide you with the best solution we can.
Any product that is received damaged or arrived with a missing part must be reported before installation and within 8 days of receipt.
If there is damage please hold on to all packaging materials as this is needed when contacting the courier for more information.
Please inspect all boxes for damages and tell the courier to make remarks on the delivery note if such damage is visible.
Products received with broken glass, or dented shades or frames are not considered defective items and cannot be returned. In such a case, we will provide replacement parts at no additional charge.
If you do not wish to receive a replacement and want to return the item, we will consider it as a normal return shipment and charge restocking fees of up to 35%. We also reserve the right to deduct all outbound shipping from the refund.
Once your order has been shipped, we cannot stop it. If you refuse to take delivery, you will be charged 30%-50% of the order amount for our storage costs, order preparation costs, and shipping costs. This fee will be deducted from the refund of your(s) item(s).
In the event of force majeure (such as damage or defects), please contact our customer service team at firstname.lastname@example.org immediately and we will give you an appropriate solution.
RECEIVE INCORRECT ITEM
In this case, we recommend that you first check your order information (correct or not).
All shipments with items that were received incorrectly or in error need to be reported to us within 1 week of receipt of the item.
In the event of the delivery of an incorrect item, we shall provide the correct product as quickly as possible. We will pay for all shipping fees for returning the incorrect item and for providing the correct product.
If you do not want an exchange and insist on returning the item, the order will be treated as a regular return, and charges of up to 35% can be taken from the refund for our storage costs, order preparation costs, and shipping costs.