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Refund Policy

Summary

We want you to be completely happy with your Gut Factor purchase. However, due to the hygienic nature of our products, we operate a specific returns policy that balances your rights with safety requirements.

  • Faulty or Incorrect Items: We will offer a full refund or replacement.

  • Change of Mind: You can cancel within 14 days, but the item must be unopened, unused, and in its original packaging to be eligible for a refund.

  • Opened Products: For hygiene reasons, we cannot accept returns or issue refunds for opened products unless they are faulty.

1. Overview

This Refund and Returns Policy outlines your rights to cancel your order and receive a refund under the Consumer Contracts Regulations 2013, as well as our obligations under the Consumer Rights Act 2015. This policy applies to all products purchased from GutFactor.co.uk.

For the purposes of this policy, "Goods" refers to any physical product purchased from our website, including but not limited to gut health test kits and supplements.

2. Your Right to Cancel (The 14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your purchase within 14 days without giving any reason.

  • The cooling-off period expires 14 days after the day you (or someone you nominate) receives the Goods.

  • To cancel, you must inform us of your decision by a clear statement (e.g., email or letter). You can use the model cancellation form below, but it is not obligatory.

  • Deadline for return: You must send the Goods back to us within 14 days of informing us of your cancellation.

3. Conditions for Returns (Change of Mind)

To be eligible for a refund in the case of cancellation or change of mind, the Goods must be:

  • Unopened and sealed in their original packaging.

  • Unused and in the same condition that you received them.

  • Hygiene sensitive: Because our products are health-related, we cannot accept returns of any product that has been opened or tampered with. This is to protect the health and safety of all our customers.

If you cancel your order but the Goods have been opened or used, we cannot offer a refund.

4. Faulty, Damaged, or Incorrect Goods

We have a legal obligation to supply Goods that are of satisfactory quality, fit for purpose, and as described. If your Goods are faulty, damaged upon arrival, or if you received the wrong item, please contact us immediately.

  • Assessment: We may ask for photographic evidence of the fault or damage (e.g., pictures of the outer packaging damage, the product, and the batch number) to assist our investigation.

  • Resolution: If a product is confirmed to be faulty or incorrect, you will be entitled to a full refund(including the original delivery cost) or a replacement.

  • Return Costs: We will cover the cost of return postage for faulty or incorrect items. Please contact us for instructions on how to return the item.

5. How to Make a Return or Cancellation

To start a return or cancel your order, please contact us at:

Email: orders@gutfactor.co.il
Subject Line: "RETURN" or "CANCELLATION"

Please include the following information in your email to help us process your request quickly:

  • Your name and order number.

  • The product(s) you wish to return.

  • The reason for the return (e.g., change of mind, faulty item).

We will respond within 5 working days with instructions on how to proceed.

6. Returning the Goods

  • Address: Returns should be sent to: [Insert Your Returns Address]

  • Postage Cost (for change of mind returns): You will be responsible for paying the cost of returning the Goods to us. We recommend using a tracked and insured delivery service, as we cannot be held responsible for items lost in transit on their way back to us.

  • Original Postage: If you are cancelling for a change of mind, the cost of the original delivery (Tracked 24 or Tracked 48) will not be refunded. You will only receive a refund for the cost of the Goods.

7. Refunds

Once we have received and inspected your returned Goods, we will notify you of the approval or rejection of your refund.

  • Timing: If approved, your refund will be processed within 14 days of us receiving the Goods back (for change of mind returns) or within 14 days of us confirming the fault (for faulty items).

  • Method: Refunds will be issued to the original payment method used at checkout.

  • Deductions: For change of mind returns, we may make a deduction from the refund for loss in value of any Goods supplied, but only if the loss is the result of unnecessary handling by you (i.e., opening the seal).

8. Exceptions to the Right to Cancel

Please note that you cannot cancel a contract for the supply of goods that are liable to deteriorate or expire rapidly or that are sealed for health protection and hygiene reasons, once these have been unsealed after delivery.

This means that once you open the sealed packaging of a Gut Factor product, you lose the right to cancel and receive a refund for change of mind.

Return / Cancellation Request

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