Refund policy

Returns, Refunds & Exchanges Policy

At Tom Gutie, we are committed to ensuring that every piece reflects our standards of excellence. Should your selection not meet your expectations, you may initiate a return or exchange request.

Please note that, due to their unique nature, Made to Order pieces are not eligible for return or exchange.

General Conditions

• Requests are only accepted if the selected size does not align with your requirements or if you receive a defective product. In such cases, each request will be carefully reviewed by our team.

• To be eligible, items must be in their original condition: unworn, unused, unaltered, and in perfect state, with all original tags and packaging intact.

• The customer is responsible for ensuring the item is properly packaged to prevent any damage during transit, as well as for delivering the package to the designated shipping location indicated by our team.

• It is not possible to return items purchased through third parties or other retailers. Returns and exchanges apply exclusively to purchases made on our website and at our Flagship Boutique.

• Repeated returns may be flagged and, at our discretion, may result in the closure of your account or the refusal of future orders. 

Return & Exchange Window
Requests must be initiated within 14 days of order receipt or boutique purchase. After this period, returns or exchanges can no longer be processed.

How to Initiate a Request
Please contact our customer service team at info@tomgutie.com. Kindly include photographs and videos of the piece to assist our specialists in their evaluation.

Refunds, Exchanges & Credit Notes - Online Modality
Once your return request is received and evaluated, you will be notified by email regarding its approval, or we may request additional information in the event of an extended evaluation. 

Once approval is confirmed, the customer must send the product to the designated address provided by our team. This shipping cost is the responsibility of the customer.

Once the returned goods have been received at our warehouse, their condition will be checked. If approved, the refund will be processed within approximately 30 days, deducting shipping and tax costs. In the case of an exchange, we will schedule the shipment of the new product in accordance with our shipping policy.

We do not offer cash refunds. Approved requests will be processed as either:

• An exchange (subject to size availability)

• A credit note valid for 12 months, redeemable across our online store and boutique

• A refund to your original payment method (credit/debit card)

Please note that credit notes and refunds apply solely to the value of the piece and exclude any shipping, import and logistics costs. 

Tom Gutie reserves the right to deny requests if items show any signs of wear, damage, laundering, or alteration. 

Refunds, Exchanges & Credit Notes - On Site Modality

For requests regarding boutique purchases, you may include your receipt.

We do not offer cash refunds. Approved requests will be processed as one of the following:

• An exchange, either for an available size within our standard range or through size personalization.

• A credit note valid for 12 months, redeemable across our online store and boutique.

The value reflected in the credit note will correspond to the total value of the piece. Credit notes issued for boutique purchases are strictly non-refundable and may not be redeemed online for the purpose of obtaining a cash refund, directly or indirectly.

Indemnification / Compensation
Any disagreement related to the purchase of products does not entitle the client to any form of compensation by Tom Gutie.