Refund policy

Refund & Returns Policy

Last updated: 29 September 2026

Gutted® is operated by GUTTED LTD, a company registered in England and Wales under company number 17398251.

We want you to feel confident ordering from Gutted®. This policy explains your rights when returning a product, cancelling an order or requesting a refund.

30-Day Money-Back Guarantee

In addition to your statutory rights, we offer a 30-day money-back guarantee on eligible purchases made directly through getgutted.co.

If you are not satisfied with an eligible product, please contact us at hello@getgutted.co within 30 days of delivery, quoting your order number and explaining the issue.

For topical products such as our oils, we understand that you may need to try the product. A reasonable amount may therefore have been used before you contact us. Products that have been substantially used, emptied, deliberately damaged or misused are not covered by our voluntary guarantee.

For ingestible products and products sealed for health, hygiene or safety reasons, opened products are generally not eligible for a change-of-mind return unless they are faulty, damaged, incorrectly supplied or another legal right applies.

We may ask for photographs, further information or for the item to be returned before approving a claim.

Our 30-day guarantee does not affect your statutory consumer rights.

Your Right to Cancel an Online Order

If you are a UK consumer, you generally have the right to cancel an eligible online purchase within 14 days of receiving it, without giving a reason.

Once you tell us that you wish to cancel, you normally have a further 14 days to return the goods.

To cancel, email hello@getgutted.co with your order number and tell us clearly that you wish to cancel your purchase.

Please contact us before returning anything. We will provide the appropriate returns address privately by email.

Return Postage

For a change-of-mind return, you are responsible for the cost of returning the goods to us.

We recommend using a tracked postal service. We cannot be responsible for a return that does not reach us.

If we supplied an incorrect, faulty or damaged item, we will arrange or reimburse reasonable return costs where a return is required.

Condition of Returned Products

Returned goods should be handled only as much as would reasonably be permitted when examining them in a shop.

We may make a reasonable deduction from a refund where the value of a product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and function.

Where goods are sealed for health or hygiene reasons, the statutory right to change your mind may no longer apply once that seal has been broken where the relevant legal exemption applies.

Faulty, Damaged or Incorrect Products

Please contact us as soon as reasonably possible if your order arrives damaged, faulty, incomplete or incorrect.

Email hello@getgutted.co with your order number and, where reasonably possible, photographs showing the problem.

Nothing in this policy limits your rights under applicable consumer law.

Refunds

Once we receive and inspect an eligible return, we will confirm the outcome by email.

Where a statutory cancellation right applies, refunds will be processed within the legally required timeframe. This is generally no later than 14 days after we receive the returned goods or satisfactory evidence that they have been sent back.

Where applicable, the original standard delivery charge will also be refunded. Any additional amount paid for an upgraded or premium delivery service does not have to be refunded beyond the cost of standard delivery.

Approved refunds will normally be made to the original payment method.

Banks and payment providers may take additional time to show a refund in your account.

Exchanges

If you would like a different product or size, please contact hello@getgutted.co. Depending on the circumstances, the simplest option may be to return the eligible item and place a new order.

Returns Address

For security and privacy reasons, our operational returns address is not published online.

Please email hello@getgutted.co before returning an item and we will provide the correct returns address and instructions.

Statutory Rights

Nothing in this Refund & Returns Policy excludes or restricts any rights you have under applicable consumer law.

Model Cancellation Form

To: GUTTED LTD
Email: hello@getgutted.co

I hereby give notice that I wish to cancel my contract for the purchase of the following goods:

Order number:

Product(s):

Ordered on / received on:

Customer name:

Customer address:

Date:

You do not have to use this form. You may simply email hello@getgutted.co and clearly tell us that you wish to cancel an eligible order.