Refund policy

14-Day Statutory Right of Withdrawal (Solely for consumers within the EU / EEA)

Consumers residing within the European Union (EU) or the European Economic Area (EEA) have a statutory right of withdrawal of 14 days. This means you have 14 days after receiving your item to request a return without giving any reason.

International Orders (Buyers outside the EU / United States)

For buyers located outside the EU/EEA (including, but not limited to, the United States), no statutory right of withdrawal or cooling-off period applies. All sales to customers outside the EU/EEA are final ("Final Sale").

If a package has already been shipped, cancellations or returns from buyers outside the EU/EEA will generally be refused. If Guangna, out of courtesy or due to exceptional circumstances, accepts a cancellation or return from a buyer outside the EU/EEA before or after shipment, the following applies:

  • A fixed administrative and cancellation fee of 12.5% of the total order amount (with a minimum of €3.50 or the equivalent in local currency) will be deducted from the refundable amount to cover non-refundable transaction fees and handling.

  • In the case of an accepted return, all original shipping costs, return shipping costs, as well as any additional customs duties or other charges shall be borne entirely by the buyer. Shipments with insufficient postage or shipments subject to customs fees upon arrival will be refused.

Conditions for Returns

To be eligible for a return, your item must be in the same condition that you received it: unused and in its original packaging. You will also need the receipt or proof of purchase, which must be included with the return shipment.

Diminution of Value and Inspection

As a buyer, you are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. All returned items are thoroughly inspected upon arrival (including checks on product series, batch codes, and signs of use). If products are returned used, damaged, incomplete (such as missing or empty markers), or in a non-original state, we reserve the right to deduct the loss in value (up to 100% of the purchase amount) from the refund. In cases of suspected fraud or intentional swapping with older product series, the return will be refused and no refund will be issued.

How to Start a Return

You can request a return in two ways:

  1. Via the return button on our website: Log in to your account or visit our return page/portal and enter your order number and email address to start the return directly.

  2. Via email: Contact us at service@guangna.eu stating your order number and the item(s) you wish to return.

Please note our return address:

Returns must be sent to:

Guangna.eu

Stationsweg 182 unit 2

3931 EW Woudenberg

The Netherlands

(Our registered address at Tabaksland is not a visiting or return address).

To allow us to process your return quickly and correctly, we kindly ask that you always register your return in advance. If you send a package back without prior registration, please ensure that a completed return form, the packing slip, or proof of purchase is included in the box so that we know who the package belongs to. The buyer is responsible for arranging a return shipping label and sturdy packaging. All return shipping costs shall be borne by the buyer.

Uncollected, Refused, or Undeliverable Packages

If a shipment cannot be delivered due to acts or omissions of the buyer (including providing an incorrect address, failing to collect the package from a Pickup Point within the specified timeframe, or refusing the shipment at the door), the package will automatically be returned to our warehouse. In this case, the actual return shipping costs charged to us by the carrier (DPD) will be deducted from the refundable order amount.

Damages and Issues

Please inspect your order upon receipt. Contact us immediately (within 48 hours) if an item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right. Always attach a clear photograph when reporting damage to service@guangna.eu.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as:

  • Custom or personalized products (special orders).

  • Personal care items.

  • Hazardous materials, flammable liquids, or gases.

  • Sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item in our webshop.

Refunds

Once we have received and inspected your return, we will notify you whether the refund has been approved. If approved, the amount (minus any applicable handling or carrier costs) will be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at service@guangna.eu.