Shipping, Returns, and Refunds Policy

At GUUG, we are committed to providing a professional and transparent printing service. Below you will find all the details regarding our shipping methods, delivery times, and our withdrawal policy.

1. SHIPPING POLICY (Google Merchant Center Compliant)

To ensure maximum safety and speed, we ship our products exclusively via DHL Express courier.

Estimated Delivery Times

The total time to receive your order is calculated by adding the production (handling) time and the transport (transit) time:

Handling Time (Production): Orders are processed and produced within 0-1 business days (Monday - Friday).
Transit Time (Shipping): Once handed over to DHL, delivery takes 1-2 business days (Monday - Friday) throughout Italy.
Order Cut-off Time: Orders placed before 12:00 PM (CET) will be processed and put into production on the same day.

Shipping Costs

Standard Shipping in Italy (DHL Courier): €18.00 (VAT included).
Free Shipping: Not available.
Local Pickup: Always Free at our store located in Via di Porta Castello 34, Rome.

In-Store Products and Local Pickup

For products displayed online with the "available in-store" indication:

Customers can opt for free in-store pickup at our location (GUUG001).
For orders placed at the point of sale with a request for home delivery, the flat DHL shipping rate of €18.00 applies.

2. RETURNS AND REFUNDS POLICY

Exclusion of the Right of Withdrawal (Personalized Products)

Pursuant to Art. 59, letter c) of the Italian Consumer Code (Legislative Decree 206/2005), the right of withdrawal is excluded for the supply of custom-made or clearly personalized goods. This category includes all our services:

Printed and bound graduation theses.
Material printed from customer files (flyers, business cards, posters, menus).
Products with specific engravings.

Returns are not accepted for "change of mind" or for errors contained in the original file provided by the customer (e.g., typos, low-resolution images, layout errors).

Warranty for Defects or Production Errors

GUUG is responsible for any lack of conformity attributable to the production process. If the product shows:

Manufacturing defects (e.g., damaged binding, missing pages).
Objective printing errors (e.g., ink stains, incorrect colors compared to the order).

In these cases, the customer is entitled to an immediate free reprint or a full refund.

3. COMPLAINT AND REFUND PROCEDURE

To report an issue:

Send an email to stampa@guug.it within 48 hours of receipt.
Include your order number and attach clear photos of the defect.
Refund Processing Time: Once the defect is confirmed, the refund will be credited within 5 business days to the original payment method.