Refund policy

Returns Policy

Effective Date: 04/07/2023 

At Guiya Minerals, we value our customers’ satisfaction and strive to provide high-quality products. However, for hygiene reasons we are unable to accept returns or exchanges for 'change of mind'. If for any reason the product that you have received is incorrect or faulty, please notify us upon receipt so that we can organise a replacement product for you in compliance with the Australian Consumer Law. This policy outlines your rights and remedies when it comes to returning products purchased from Guiya Minerals.

Eligibility: 

  • This return policy applies to all unopened, unused purchases made on the Guiya Minerals website (www.guiyaminerals.com) within Australia. 
  • To be eligible for a return, the product must be in its original condition and packaging, and you must provide proof of purchase (order number and email address used for the purchase). 
  • We cannot offer a refund or exchange for a 'change of mind'. 

Consumer Guarantees: 

  • Guiya Minerals acknowledges and upholds the consumer guarantees provided under the Australian Consumer Law. 
  • Consumer guarantees ensure that the products meet specific standards of quality, performance, and suitability for their intended purpose. 
  • If a product fails to meet these guarantees, you have the right to a remedy, which may include a repair, replacement, or refund, depending on the nature of the issue. 

Returns Process

To initiate a return, please follow these steps:

  1. Please email Guiya Minerals (hello@guiyaminerals.com) with the details of your order or log-in to the portal to find your order to manage your 'self-serve returns'.

  2. Indicate which item(s) you wish to return and the reason for the return.

  3. Guiya Minerals will contact you to organise a return, or if you are using the online portal you will be given automated instructions to organise a return.

  4. If required, print the provided shipping label and affix it to the package. Drop off the package at the designated shipping location. 

Return Approval: 

  • All returns must be approved through our Customer Service before sending the product back. 
  • To ensure a smooth return process, please contact our Customer Care team at hello@guiyaminerals.com for assistance and approval. 
  • Failure to obtain return approval may result in the return not being accepted. 
    Return Shipping: 
  • Guiya Minerals is only responsible for the return shipping costs of any item that is incorrect or faulty upon receipt.
  • In other circumstances, the customer assumes responsibility for the associated shipping costs. Guiya Minerals recommends using a trackable shipping method to ensure the safe and timely arrival of the returned product. 
  • Please return the product within 14 business days of receiving your product.
  • Please allow 14 days for a replacement item to be sent.

Refund Processing: 

  • In the event that your item cannot be replaced, a refund will be processed.
  • Once your returned product is received and approved, please allow up to 14 days for the refund to be processed.
  • Any refunds will be issued to the original method of payment used for the purchase.
  • Depending on your financial institution, it may take up to 14 business days for the credit to appear on your statement. 

In-Store Purchases: 

  • Please note that products purchased from Guiya Minerals retail locations cannot be returned or exchanged through our online returns process. 
  • If you have purchased Guiya Minerals products from a retailer, please contact them directly for their return process. 

For any questions, difficulties, or further assistance regarding returns, please contact our Customer Care team at hello@guiyaminerals.com. Our team is here to help. Please refer to the Australian Consumer Law for more information on your rights and guarantees when buying products and services. 

Thank you for choosing Guiya Minerals. 

[Date of last update: 04-07-2023].