Return & Refund Policy
At Guxreno, we want customers to understand how to request a return, report a problem, or obtain a refund for orders placed through guxreno.com.
This policy describes our standard return procedure. It does not restrict any mandatory rights you may have under applicable consumer law.
1. Return Request Window
You may request an eligible return within 30 calendar days after delivery.
To help us identify your purchase, provide your order number, the item you wish to return, and the reason for the request.
You should contact us within the return window even if the item cannot be shipped back immediately.
2. Item Condition and Eligibility
For a change-of-mind return, goods should generally be unused, in substantially their original condition, and accompanied by original accessories, labels, and packaging where reasonably available.
We may request evidence of purchase.
Certain categories may be excluded from voluntary change-of-mind returns where lawful and clearly disclosed before purchase, such as customized goods or sealed hygiene items once unsealed.
These limitations do not override remedies for faulty, damaged, incorrectly supplied, or misdescribed items.
3. How to Request a Return
Email service@guxreno.com or call our support team at +86 13245711432 during business hours.
Please provide your order number and a short description of your request.
We will review eligibility and provide an authorization decision, a suitable actual return destination, and instructions where a return shipment is needed.
Do not ship products to the company's registered business address unless we specifically provide that address as your authorized return destination.
Please retain proof of shipment and tracking where available.
4. Return Shipping Costs
For an eligible change-of-mind return, you are responsible for return shipping charges, except where applicable law or a more favorable offer requires otherwise.
When an item is verified to be damaged, defective, or incorrect due to our error, we will bear the applicable return shipping cost or arrange another legally appropriate remedy.
Do not purchase an unusually expensive shipping service without first discussing the return arrangements with us.
5. Inspection and Refund Approval
After the returned goods are received, where return is required, we will inspect their condition and assess the request.
We will notify you of approval, rejection, or any additional reasonable information needed.
We will not refuse a statutory remedy solely because original packaging is unavailable if the law does not allow that refusal.
6. Refund Method and Timing
For approved refunds, we will initiate a refund to the original payment method within 10 business days after approval, unless a shorter period or different remedy is required by law.
Processing by banks and payment providers may take additional time after we initiate the refund.
Any originally charged delivery fees will be refunded when applicable law or the terms applicable to the particular order require it.
We do not charge a restocking fee.
7. Order Cancellations
You may request cancellation before dispatch.
We will check whether the order can still be stopped.
If it has already shipped, the return procedure and applicable legal rights will govern.
If we cancel an order that has been paid for but not fulfilled, we will provide the refund legally due.
8. Exchanges
If you need a different variant or replacement, contact us with your order number.
Availability and the nature of the issue determine whether a direct replacement can be arranged.
Where direct exchanges are not available, we may offer an eligible return and a separate new order.
Statutory remedies for defective goods take priority where applicable.
9. Missing, Damaged, or Incorrect Orders
If you receive an incorrect or defective item or believe a package is missing, contact us promptly.
We may ask for relevant information, such as an order number, delivery details, or photographs, to investigate.
We will work toward a remedy consistent with applicable law, including replacement, repair, refund, or other appropriate resolution where required.
10. Your Legal Rights
Nothing in this policy excludes or limits mandatory consumer protections that apply in your location.
11. Contact Information
For return and refund questions, please contact:
Store: Guxreno
Website: guxreno.com
Operating Company: Guizhou Huangzi Baihuo Co., Ltd.
Company Address: No. 1-7, 1st Floor, Qidi Zhixing Incubation Base, Building B1-4, Ping'an Street, Ping'an Avenue, Xinpu Subdistrict, Xinpu New District, Zunyi City, Guizhou Province, China
Support Email: service@guxreno.com
Contact Phone: +86 13245711432
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Important: The registered business address must not be treated as a return-receiving address unless our support team expressly authorizes it for your return.