Thank you for shopping with Guawa. We strive to provide high-quality products and excellent service.
If there is any issue with your order, please refer to the policy below.
1. Eligible for Return / Refund
We accept returns or refunds for the following:
✔ Damaged or Defective Items
If the product or packaging arrives damaged, please report within 48 hours with:
Order number
Photos of the product
Photos of the packaging
Clear photos of the damage
✔ Wrong Item Received
If you received the wrong item, we will replace it at no cost.
✔ Quality Issue
If the product cannot be used as intended, a replacement or refund will be arranged.
2. Non-returnable Items
We do not accept returns for:
Opened or used items
Personal taste preference (e.g., tea too mild)
Claims submitted after 48 hours
Damage caused by customer misuse
Free gifts
⚠ Food & beverage items (tea, supplements) cannot be returned once opened.
3. Report Timeframe
Please contact us within 48 hours:
📩 Email: info@guawa.com.my
📱 WhatsApp: 018-3185889
4. Return Procedure
Contact customer support
Provide order number + photos/videos
Assessment within 1–3 working days
Replacement or refund arranged upon approval
5. Refund Method
Refunds will be processed via bank transfer.
Processing time: 5–14 working days after approval.
6. Shipping Issues
If your parcel is delayed or lost, we will assist with tracking or send a replacement.
7. Order Cancellation
Orders cannot be cancelled once shipped out
