Refund policy

RETURNS, WITHDRAWAL AND WARRANTY POLICY

At Guch Design, we create handcrafted pieces in limited editions designed to last. We want your purchasing experience to match the exclusivity of our creations. Below, we set out the conditions governing the right of withdrawal, returns and the warranty for our products.

1. RIGHT OF WITHDRAWAL (RETURNS)

In accordance with European consumer regulations, you have 14 calendar days from receipt of your washbasin to exercise your right of withdrawal and request a return without giving a reason.

Essential requirements for accepting a return:

  • Product condition: the washbasin must be new, uninstalled, unmodified and in perfect saleable condition. Returns will not be accepted for pieces that have been sealed with silicone, fixed to a countertop or show signs of use or installation.
  • Original packaging: the product must be returned in its complete original packaging, including all internal protective materials, the A5 Technical Data Sheet, the Certificate of Authenticity and the Owner’s Guide.
  • Deadline: the request must be submitted in writing to info@guch-design.com within the specified period of 14 calendar days.

2. RETURN PROCEDURE AND COSTS

  1. Request: email info@guch-design.com, stating your order number, contact details and intention to return the product.
  2. Collection instructions: we will confirm receipt of your request and arrange collection through our transport agency specialising in high-value or fragile goods.
  3. Shipping costs: unless the return is due to a shipping error or an original defect covered by the warranty, the direct return shipping costs will be borne by the customer.
  4. Inspection and refund: once the piece has been received at our workshop and its impeccable condition verified, we will refund the corresponding amount using the same payment method used for the purchase, within a maximum of 14 calendar days from receipt of the parcel.

3. PRODUCTS DAMAGED DURING TRANSPORT

Given the weight and sculptural nature of our washbasins:

  • Please inspect the box at the time of delivery.
  • If you notice any visible damage to the outer packaging, clearly record it on the carrier’s delivery note.
  • If the washbasin has sustained damage during transport, you must notify info@guch-design.com within 24/48 hours after delivery, attaching photographs of the packaging and the piece so that we can arrange an immediate replacement through the shipment insurance.

4. 5-YEAR LIMITED WARRANTY

All Guch Design washbasins carry a 5-year limited warranty from the date of purchase against defects in materials and workmanship.

Warranty coverage:

  • Manufacturing defects within the Solid Surface material.
  • Spontaneous cracking of the piece not caused by mechanical impacts.
  • Abnormal degradation or oxidation of the material under normal conditions of use.

Warranty exclusions:

This warranty does not cover:

  • Damage caused by incorrect installation, uneven surfaces or overtightening of the waste fitting.
  • Drops, blows, impacts from heavy objects or deep scratches caused by misuse.
  • Modifications, drilling or physical alterations to the washbasin.
  • Prolonged exposure to corrosive chemicals or solvents without the immediate rinsing recommended in the Owner’s Guide.

5. REPAIRABILITY AND LIMITED EDITIONS

One of the key properties of Guch Design’s Solid Surface is its ability to be restored: superficial scratches or stains do not, in themselves, constitute a manufacturing defect covered by the warranty, as they can easily be removed by following the restoration process described in the Owner’s Guide.

Our pieces are produced in limited editions of 50 numbered units. If a warranty claim requires complete replacement of the piece, Guch Design will guarantee replacement with an example of the same model and technical standard. If no stock remains in the limited edition, a full repair, replacement with an equivalent model or refund of the amount will be agreed with the customer.

6. CONTACT AND SUPPORT

For any questions about shipping, returns or technical support:

  • Email: info@guch-design.com
  • Telephone: +34 617 150 360
  • Location: Las Palmas de Gran Canaria, Spain