Refund policy
International Orders – Refused Customs Payments and Undelivered Parcels
International customers are responsible for applicable import duties, taxes and customs clearance charges unless expressly included in their order at checkout.
Where a customer refuses to pay these charges and the parcel is returned to us, GoodGut Nutrition reserves the right to recover reasonable shipping costs arising from the refused delivery, where permitted by applicable law.
These may include:
- The original outbound shipping cost incurred by GoodGut Nutrition, including where the customer qualified for free shipping.
- Any additional return-to-sender shipping charges directly incurred.
Any recoverable charges may be deducted from the customer's refund where legally permitted. We will provide an itemised breakdown upon request.
These charges will not apply where a parcel is returned because of an error by GoodGut Nutrition or where the deduction would conflict with mandatory consumer protection law.
For customers exercising a statutory right of withdrawal, refunds and return-shipping responsibilities will be handled in accordance with applicable consumer law, including any entitlement to reimbursement of standard outbound delivery charges.
Returns and Right of Withdrawal for UK and European Union Customers
This section applies to consumers residing in the United Kingdom or a European Union member state. It is in addition to any other rights you may have under applicable consumer law, and in addition to our 30-Day Returns policy below.
Your 14-Day Right of Withdrawal
You have the right to withdraw from your purchase without giving a reason within 14 days.
The withdrawal period expires 14 days after the day on which you, or a person nominated by you other than the delivery carrier, receives the goods.
Where an order is delivered in separate shipments, the withdrawal period expires 14 days after the day on which you receive the final item or shipment.
You may exercise your right of withdrawal before your order has been delivered.
How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must notify us of your decision before the withdrawal period expires.
You can submit your withdrawal electronically using the following link:
Withdraw from contract here (https://www.goodgutnutrition.co/pages/eu-withdrawal-form)
You may also notify us by sending a clear statement containing your name, email address, order number and the products you wish to return to:
Email: info@goodgutnutrition.co
Postal address:
GoodGut Nutrition
71-75 Shelton Street, London WC2H 9JQ, United Kingdom
After you submit an electronic withdrawal request, we will send you an acknowledgement confirming that your request has been received, together with the date and details of your request.
Returning Your Products
After notifying us that you wish to withdraw, you must return the products without undue delay and no later than 14 days after the date on which you informed us of your decision.
Please return the products to:
GoodGut Nutrition
71-75 Shelton Street, London WC2H 9JQ, United Kingdom
Unless the product is faulty, damaged or incorrect, you are responsible for the direct cost of returning the products to us. We recommend using a tracked postal service and retaining proof of postage.
You are responsible only for any reduction in the value of the products resulting from handling them beyond what is necessary to establish their nature, characteristics and condition.
Sealed Supplements and Hygiene Protection
Our food supplements are supplied with tamper-evident seals for health-protection and hygiene purposes.
Your statutory right of withdrawal does not apply to a sealed supplement where:
- its tamper-evident or protective seal has been broken, removed or damaged after delivery; and
- the product is no longer suitable for return for health-protection or hygiene reasons.
This restriction also does not affect your rights where a product is faulty, damaged, unsafe, incorrectly supplied or otherwise not as described.
Refunds
Where you validly exercise your right of withdrawal, we will refund:
- the price paid for the returned products; and
- the original delivery charge, up to the cost of the least expensive standard delivery method offered for your order.
We are not required to refund any additional delivery cost resulting from your choice of an enhanced, express or more expensive delivery service.
Refunds will be made without undue delay and no later than 14 days after the date on which we are informed of your decision to withdraw.
We may withhold the refund until we have received the returned products or you provide evidence that you have sent them back, whichever occurs first.
Your refund will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise. You will not be charged a fee for receiving the refund.
Faulty, Damaged or Incorrect Products
The 14-day right of withdrawal is separate from your legal rights concerning faulty, damaged, unsafe, incorrectly supplied or misdescribed products.
If there is a problem with your order, please contact us at info@goodgutnutrition.co before returning it. Where the product is faulty, damaged or incorrect, we will provide appropriate instructions and cover reasonable return costs where legally required. Under the Consumer Rights Act 2015, if a product is faulty or not as described, you can reject it within 30 days of delivery for a full refund, and we will cover reasonable return costs.
Nothing in this policy limits or excludes any mandatory rights available to you under UK, European Union or national consumer law.
30-Day Returns
You can return any unopened GoodGut Nutrition supplement within 30 days of receiving your order, and we'll refund you. The seal must be intact. For health and hygiene reasons, we can't accept opened bottles unless the product is faulty, damaged or not as described.
You have 30 days after receiving your order to request a refund.
To start a refund, email info@goodgutnutrition.co with your name and order number. Please contact us before sending anything back.
To return it, send the unopened product back to us at:
GoodGut Nutrition, 71-75 Shelton Street, London WC2H 9JQ, United Kingdom
Return postage is paid by you unless the item arrived faulty, damaged or wrong. We recommend a tracked service and keeping your proof of postage.
After the 14-day cancellation period, original delivery charges are not refunded.
Every bottle in your order can be returned, including bundles.
Sale items are covered too. Items bought at a discount or in a bundle can be returned within the same 30 days.
Under our 30-Day Returns policy, items sent back without first requesting a return will not be accepted.
This returns policy is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015.
You can always contact us with any return question at info@goodgutnutrition.co
Damages and issues
Please inspect your order on arrival and contact us straight away if the item is faulty, damaged or you received the wrong item, so that we can look into it and make it right.
Please therefore inspect your order before opening or breaking the product seal.
Exceptions / non-returnable items
Gift cards can't be returned or refunded. Please get in touch if you have questions about a specific item.
Exchanges
The fastest way to make sure you get what you want is to request a refund for the item you have and, once it's approved, make a separate purchase for the new item.
UK and EU 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped within the UK or into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification, subject to the sealed supplements exception, as set out in the UK and European Union section above. Our 30-Day Returns policy applies to UK and EU customers as well.
Refunds
For returns under our 30-Day Returns policy, we will let you know once we've received your return and tell you whether the refund is approved. If it's approved, you'll be refunded automatically to your original payment method within 20 business days. Please remember it can take some time for your bank or card company to process and post the refund.
If more than 25 business days have passed since we approved your refund, please contact us at info@goodgutnutrition.co