Refund policy

Made by Gugu — Returns, Exchanges & Repairs

Because most of our pieces are handmade, all sales are final. Please review your order carefully before checkout.

7-Day Quality Guarantee (Repair/Exchange/Return)

If your item has a manufacturing or quality issue under normal use within 7 days of delivery (or in-store purchase), we will repair or exchange it. If repair or exchange isn’t possible, we can offer a refund.

To be eligible:

  • Contact us within 7 calendar days of receiving your item.

  • Include your order number, a brief description of the issue, and clear photos/video.

  • Send your message to gugusteahouse@gmail.com.

  • Keep all original packaging and accessories. Proof of purchase is required.

Once your request is approved, we’ll share instructions and, if applicable, a return shipping label. Unauthorized returns (items sent back without approval) will not be accepted.

Return/Repair Address
Gugu’s Teahouse (Made by Gugu)
1020 104th St, Ste 120
Naperville, IL 60564

What Counts as a Quality Issue

  • Broken hardware or faulty components upon arrival

  • Loose or failed connections (e.g., charms, clasps) under normal use

  • Significant workmanship defects

What Isn’t Covered

  • Handmade variations in color, texture, bead shape, pattern alignment, or minor asymmetry

  • Wear and tear, accidental damage, misuse, exposure to water/chemicals/perfume, pulling, crushing, or improper storage

  • Sizing or preference issues (e.g., style/color not as expected)

  • Blind boxes: duplicates or character/style preference are not defects; blind box purchases are final sale

  • Gift cards, sale items, and custom/personalized items

Exchanges

Exchanges are available only for approved quality issues within the 7-day window. Outside of this window, we cannot offer exchanges.

Cancellations & Changes

Orders cannot be canceled or changed once placed, as many pieces are made or assembled to order.

Packaging & Condition

For approved returns/repairs, items must be sent back in the condition received, with original packaging and any included accessories or gifts.

Questions

Email us anytime at gugusteahouse@gmail.com. By placing an order on madebygugu, you agree to this policy. If local laws require additional rights, we will honor those as applicable.