Support
Return
policy
GUTAN supports returns within 7 days for defective products. See conditions below.
Eligible cases
Eligible for return / exchange
- Manufacturing defects (damaged embroidery, torn fabric, broken thread).
- Wrong design, color, or size delivered compared to the confirmed order.
- Unused product with original tags, within 7 days of receipt.
- GUTAN fixed-design embroidered products (e.g., whale, flower designs) — if defective from our side.
Non-eligible cases
Not eligible for return / exchange
Personal custom products
Products with personal information embroidery (names, birthdays, personal slogans, logos, etc.) are not eligible for return as they are made to your specifications and cannot be resold.
Example: A whale embroidered shirt → returnable if defective. A whale embroidered shirt + name "John Doe" → not returnable.
- Used, washed, or visibly worn product.
- Product without original tags or beyond 7 days after receipt.
- Returns due to personal change of mind after order confirmation.
- Damage caused by the customer during use or improper washing.
Process
How to return
- 1
Contact us via Zalo
Message us on Zalo describing the issue and send photos of the defective product. We will confirm within 24 hours.
- 2
Ship the product back to GUTAN
We will provide the receiving address. One-way shipping is covered by GUTAN if the defect is on our side.
- 3
Inspection & processing
GUTAN inspects the product within 2–3 working days after receiving it.
- 4
Exchange or refund
We send a replacement or refund 100% via bank transfer within 3–5 working days.