At GUíA, every handbag is thoughtfully crafted and carefully inspected before it reaches you. We are committed to delivering exceptional quality and a seamless experience.

Should you require assistance, please contact us at:
team.guiastudio@gmail.com

Eligibility for Returns, Refunds & Exchanges

We accept returns, refunds, or exchanges strictly under the following circumstances:

• The item received is defective

• The item received is incorrect

We do not accept returns, refunds, exchanges, or cancellations due to change of mind.

Return Period

Purchases made via www.byguia.com within Malaysia may be returned within seven (7) days from the date of delivery.

Customers must provide proof of delivery date to validate eligibility.

Order Cancellation

Orders are considered final once confirmed.
We do not accept cancellations due to change of mind, as this allows us to maintain fairness, inventory integrity, and operational efficiency.

Conditions for Return Approval

To qualify for a return or exchange:

• Item must be full-priced

• Item must be unused, unworn, unaltered

• Original packaging must be intact

• A valid receipt or invoice must be provided

• Defect or incorrect item must be reported within 48 hours of delivery with clear supporting photos/videos (including unboxing evidence)

Sale items and purchases made using vouchers are not eligible for return or exchange unless defective or incorrect.

Each item is eligible for one return or exchange request only.

Defective or Incorrect Items

If a defect or incorrect item is confirmed upon inspection:

• GUíA will provide a prepaid return label or reimburse return shipping upon proof of payment.

• Exchanges will be arranged where stock is available.

• If the same item is sold out, customers may:

  • Select another design/colour of similar value, or

  • Receive a refund (only applicable if the correct item is unavailable).

Refunds are only issued in cases where:

• A wrong item was sent and the correct item is sold out

• A defective item cannot be replaced due to stock unavailability

Inspection & Non-Defective Returns

All returned items undergo inspection.

If an item is determined to be non-defective:

• The customer will be notified and must arrange return shipping within 14 days at their own cost.

• Failure to do so will result in the item being considered unclaimed.

• Refunds will not be issued for non-defective items.

GUíA reserves the right to offer a partial refund at its sole discretion in exceptional cases.

Refund Processing

Approved refunds will be processed via the original payment method within 14–21 working days (up to 30 working days depending on bank processing timelines).

Delivery charges paid in the original order are non-refundable.

Shipping Responsibility

Customers are advised to use a trackable shipping service.

If a return is arranged using GUíA’s prepaid label, responsibility for lost parcels remains with GUíA.

Additional Notes

• GUíA is not responsible for purchases made via third parties (e.g., personal shoppers).

• All parcels are securely packed prior to dispatch.

• Any damage must be reported within 48 hours of delivery.

• Accounts exhibiting excessive or suspicious return activity may be reviewed or suspended.

• This policy applies only to purchases made directly through www.byguia.com within Malaysia.

GUíA reserves the right to decline returns that do not meet the stated conditions.

How to Return Your Item

Step 1
Email team.guiastudio@gmail.com within 48 hours of receiving your item with proof of defect (photos/videos including unboxing).

Step 2
Wait for written approval before sending the item back.

Step 3
Return the item via courier in its original condition. Personal drop-offs are not accepted.

Step 4
Once inspected, you will receive confirmation regarding your refund or exchange status.

FAQ

How many returns are allowed?
One return or exchange per eligible item (defective or incorrect only).

Can I exchange for a different item?
Exchanges are available only for defective or incorrect items.

What is the refund method?
Refunds are processed to the original payment method.

Can I return in person?
All returns must be completed via courier.

For further assistance, please contact:
team.guiastudio@gmail.com