Refund policy
Refund Policy – Guided & Co.
At Guided & Co., we stand behind the quality of our Salah watches and want our customers to be fully satisfied with their purchase. If for any reason you're not completely happy, we're here to help.
🕰️ Returns & Refunds Eligibility
You may request a refund or return under the following conditions:
- The item must be unused and in the same condition you received it.
- The item must be returned in its original packaging with all components included.
- Your request must be made within 14 days of receiving your order.
🚫 Non-Refundable Situations
We unfortunately cannot offer refunds in the following cases:
- Change of mind after the 14-day window.
- Watches that have been used, damaged, or altered.
- Returns without original packaging or missing parts.
- Digital files or downloads (if applicable in future products).
📨 How to Request a Refund
To start your return or refund process:
- Email us at support@guidedandco.com with your order number and a brief explanation of the issue.
- If approved, we’ll provide return instructions and shipping details.
- Once we receive and inspect your return, we’ll notify you via email of the approval or rejection of your refund.
- If approved, your refund will be processed to your original payment method within 5–10 business days.
🚚 Return Shipping
- Customers are responsible for return shipping costs unless the item arrived damaged or faulty.
- If the return is due to a defect or error on our part, we’ll cover the return shipping and provide a pre-paid label.
💳 Late or Missing Refunds
If you haven’t received your refund within 10 business days:
- Check your bank account again.
- Contact your credit card company—it may take some time before your refund is officially posted.
- Contact your bank. Processing time can vary. If you've done all of this and still haven’t received your refund, please email us at support@guidedandco.com.