Política de reembolso
Returns
To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, and in its original packaging. Products that have been opened, used, removed from their original packaging, or otherwise altered are not eligible for return.
You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at dguilleusa@hotmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Items sent back to us without first requesting and receiving return authorization will not be accepted.
You can always contact us for any return questions at dguilleusa@hotmail.com.
Lost, Stolen, Delivered, Damaged, Spilled, or Leaked Packages
Doña Guille USA is not responsible for packages that are lost, stolen, damaged during transit, contain products that have spilled or leaked during transit, or are marked as delivered by the shipping carrier but are claimed as not received.
Our packages are shipped with insurance. Claims involving lost, stolen, damaged, spilled, or leaked packages or products, as well as packages marked as delivered but not received, must be submitted directly through USPS at usps.com.
USPS will investigate and evaluate the claim and will make the final determination regarding the case. Submitting a claim does not guarantee approval or reimbursement.
Customers may be required by USPS to provide photographs of the shipping package, damaged box or mailer, damaged, spilled, or leaked products, shipping label, and any other documentation requested as part of the investigation.
Do not discard the shipping package, damaged products, spilled or leaked products, or shipping materials until USPS has completed its investigation and made a final determination regarding the claim.
Doña Guille USA does not control USPS investigations or claim decisions and cannot guarantee the outcome of any claim.
Damages and Issues
Please inspect your order immediately upon reception.
If you receive a defective item, the wrong item, or believe an item is missing from your order, you must contact us within 3 days of delivery so that we can evaluate the issue.
Claims involving packages damaged during transit or products that have spilled or leaked during transit must be submitted directly to USPS as described in the Lost, Stolen, Delivered, Damaged, Spilled, or Leaked Packages section above.
Missing or Incorrect Items
If you believe an item is missing from your order or that you received an incorrect product, you must contact us within 3 days of delivery.
To evaluate your claim, you will be required to provide the following evidence:
Photos of all products received in your package.
Photos of the original order documents and packing sheets included inside your package.
The original order documents and packing sheets are used as part of our internal verification process to determine whether an item may have been omitted or an incorrect product may have been shipped.
Providing the requested photos and documentation does not automatically mean that a claim will be approved. All evidence submitted will be reviewed and taken into consideration before a decision is made.
Doña Guille USA reserves the right to approve or deny a claim based on the information and evidence available.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including perishable goods such as food, flowers, or plants, custom products such as special orders or personalized items, and personal care goods such as beauty products.
Products that have been opened, used, or removed from their original packaging cannot be returned.
We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the eligible item you have. Once the return has been accepted, you may make a separate purchase for the new item.
All returned products must meet our return eligibility requirements.
Refunds
We will notify you once we’ve received and inspected your eligible return and let you know if the refund has been approved or denied.
If approved, you’ll be automatically refunded to your original payment method. Please remember that it may take additional time for your bank or credit card company to process and post the refund.
Refund requests, claims, or disputes regarding orders delivered more than 3 days prior will not be accepted.
Chargebacks and Payment Disputes
Customers must contact Doña Guille USA within 3 days of delivery to report any issue with an order and allow us the opportunity to review the claim.
Chargebacks or payment disputes involving orders or products that were received more than 3 days prior will be disputed and appealed by Doña Guille USA.
Doña Guille USA reserves the right to provide the payment processor, bank, or financial institution with order records, delivery confirmation, tracking information, customer communications, photographs, and any other available documentation relevant to the transaction and claim.
The final determination of any chargeback or payment dispute is made by the applicable bank, card issuer, or payment processor.