3 Day Dead on Arrival (DOA) Guarantee
If your item arrives damaged or is not working, please follow the warranty process and contact our Support Center for Return authorization within 3 days of the order being received. After returning the product to us, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund. Enjoy total peace of mind: every single purchase is 100% risk-free each time you shop at Globalguds.
1. Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing Return authorization. Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s).
2. After Globalguds has received the returned product and confirmed the product is faulty, the return shipping cost will be refunded based on a valid return receipt. For example if the return shipping fee is Ksh 500, Globalguds will refund the same amount of Ksh 500 to the customer. If our technical team determine the item is not DOA , Globalguds will not compensate the return shipping fee. Refund requests for a return shipping fee without a valid RMA return receipt slip will not be accepted.
3. Product returns must be via one of Globalguds’ approved shipping methods; our Support Center can provide you with further details.
45 Day Money Back Guarantee
For most items, in the unlikely situation that your product is faulty, you can send it back to us for a refund or item exchange within 45 days of receiving it. Return shipping reimbursement is not available for this.
One Year Repair Warranty
Unless otherwise noted on the product page, the default product warranty period is one year starting from the date you receive the goods, during which you are eligible for free repair. Any free repair needs to be confirmed with Globalguds via Customer Service. Customers must pay the shipping fees for returning the item to Globalguds , while we will cover the shipping fees to send the repaired item back to the customer. If the buyer has damaged/misused the item(s), it will not be eligible for free repair.
Warranty Exemptions and Notes
1. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties.
2. If the customer has damaged/misused the item(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
The customer voids the warranty if they:
– Flash the firmware of a device or root a device
– Open the body in an attempt to fix the device
– Modify, remove, customize, or swap parts of the product
– Use the device in a way that it is not originally intended for
– Continue to use the item once a fault occurs and causes more damage
3. All returns must first be authorized by Globalguds Support Team prior to return. Please kindly refer to the following steps in ” How to a request warranty” below. For incomplete warranty requests, Globalguds reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA form), sends to the wrong address, returns an incorrect item, or submits an empty package, then again Globalguds reserves the right to refuse any compensation.
4. All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, Globalguds will offer an alternative solution.
1. The shipping fee for returning the product back to us will be paid by the customer and is non-refundable except for in 3 day DOA situations.
2. During the return shipping, the customer is responsible for any and all customs charges.
3. Globalguds will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable
How to request warranty (return, repair and refund)
Only faulty items can be returned under warranty.
If your item has an issue, please first contact our Support Center
Please carefully follow our warranty process to minimize any delays: 1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the item code indicated on the outer packaging.
4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.
NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you.
Missing item(s), wrong item(s) or incorrect package sent
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:
1. Contact our Support Center with your order number and the product code (SKU number).
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
– If there is a item missing, we will resend the missing item/accessory for free within the warranty period.
– If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Globalguds will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.
special product warranty
1. This applies to: clothing, shoes, watches & jewelry, flashlights, phone and tablet accessories, drink ware, home gadgets, home decors, party supplies and home textiles.
Returns for the above categories can only be accepted within 30 days from the date you received the item. This is for exchange or store credit only if they arrive damaged, faulty, or are the wrong item. Relevant merchandise must be returned unworn with tags intact along with a completed RMA form.
2. All Globalguds products are strictly quality controlled prior to dispatch.
Due to their nature and intended usage, product categories including RC toys, scooters and wheels are subject to wear and tear through repeated use. As such, our 45 Day Money Back Guarantee relating to RC toys, scooters and wheels, only covers 3 Day DOA instances where the product does not work out of the box. It is the customer’s responsibility to inspect the product carefully upon arrival.
3. Returns for spare parts and accessories are not accepted. If you have received a faulty accessory or an accessory is missing, please contact our Support Center within 3 days of receiving your order. After this time frame or if an accessory has been misused, customers will need to purchase a replacement.