Refund policy
Returns & Exchanges
Returns may be logged within 14 days of delivery (GCC, UK & EU).
- Provided the item is unused, in its original packaging, and accompanied by proof of purchase.
Personalised and custom-made items are not eligible for return or exchange. This includes any item personalised with initials, monogramming, or made to a customer's specific request.
No returns or refunds on gift cards.
How to return an item
1. Log into your account and submit a return request from the order page.
Alternatively email or whatsapp us for assistance.
2. The TGG team will review your request and contact you to confirm eligibility.
3. If approved, TGG will arrange the return shipping and provide a quote for the return shipping cost, payable by the customer.
4. Once the item is received and inspected, you will be notified of the outcome.
5. If a refund is approved/successful you will be notified and refunded to your original payment method less any deductions within 10 business days.
For any return question, contact us at info@shopthegoodguy.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
Send us an email (info@shopthegoodguy.com) or WhatsApp (+965 9800 5988) with images of the damaged item with your order number.
Warranty on Coffee Machines
All coffee machines arrive with their original warranty from the original coffee manufacturer. You are required to register your machine with the relevant manufacturer's website/warranty to activate the warranty.
Warranty on Leather-work / Craftsmanship
Our limited warranty covers defects in material or workmanship for one year from the date of purchase. Proof of purchase is required.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
This right does not apply to personalised or custom-made items, which remain non-returnable under EU law as well as under TGG's general policy.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days of approval. Please allow additional time for your bank or card provider to process and post the refund.
You can always contact us for any return question at info@shopthegoodguy.com