Returns & Refunds Policy

We want you to be satisfied with your purchase. You may return eligible items within 14 days of delivery.

Return Eligibility

• Items must be unused, unworn, with tags attached, and in the original packaging.
• Include all accessories, dust bags, and branded packaging.
• Proof of purchase (order number/email) is required.

Customer Responsibility for Return Shipping

Guocali does not issue prepaid return labels. Customers are responsible for arranging and paying return shipping to our returns address. Use a trackable service and keep proof of postage.

Restocking Fee & Non-Refundable Shipping

• Approved returns are subject to a 7% restocking fee deducted from the refund.
• Original shipping fees are non-refundable (including express upgrades).
• Customer-paid return shipping is non-refundable.
• No restocking fee for items confirmed defective, damaged, or incorrect on arrival.

How to Start a Return

1. Log-in to Your Account (Top right).
2. Select the item(s) you wish to return and the reason for return.
3. Wait for our email with approval and return instructions (an RMA number if required).

Note: Unauthorized returns (sent without approval) may be refused.

Refunds

• We notify you within 2–3 business days after we receive and inspect your return.
• If approved, refunds are issued within 5–10 business days to the original payment method, minus applicable fees.
• Bank/card processing times may vary.

If more than 10 business days have passed since approval, email contact@guocali.com.

Damages & Issues

Inspect your order on delivery and contact us within 3 business days if an item is defective, damaged, or incorrect. Include photos of the parcel and item so we can assist promptly.

Exceptions / Non-Returnable Items

• Custom or tailor-made items and personalized products.
• Hygiene-sensitive items (e.g., swimwear, underwear, bras, socks) once packaging seals are broken.
• Gift cards.
• Sale items are final sale (not returnable).

Exchanges

For fastest service, place a new order for the item you want and return the original item for a refund (subject to this policy).

European Union 14-Day Cooling-Off Period

If your order was delivered within the EU, you have the right to cancel within 14 days without giving any reason. Items must be unworn/unused, with tags and original packaging. Some items (e.g., sealed hygiene goods) are exempt once unsealed.

Contact

Questions? Email contact@guocali.com or use our Contact page.