Refund policy

GUTELA

Last updated: 5 August 2026

1. Return window

You may request a return within 30 days from delivery. Requests made after that window has closed cannot be accepted.

2. Condition of returned items

To qualify for a refund, an item must be unused, in the same condition you received it, and returned in its original packaging with any tags, manuals or accessories included. Items showing wear, damage caused after delivery, or missing components cannot be refunded.

3. How to start a return

• Email support@gutela.com with your order number and the item you wish to return.
• Tell us briefly why you are returning it. If the item is damaged or faulty, attach photographs.
• We will reply within 24 hours on business days with a decision and, if approved, the return address and instructions.
• Post the item back within 14 days of the date we approve your return.

Do not send anything back before we have approved your return. Unannounced returns cannot be matched to an order and cannot be refunded.

4. Who pays return shipping

Return postage is paid by the customer, unless the item arrived damaged, faulty or incorrect. In those cases we cover the cost of return shipping in full.

5. Damaged, faulty or incorrect items

Report these within 48 hours of delivery, with photographs of the item and its packaging. We will arrange a replacement or a full refund at no cost to you, and you will not be asked to pay return postage.

6. Refund timing

Once your return arrives we inspect it and email you the outcome. Approved refunds are issued 5-7 business days after your return is received and inspected, to the original payment method. Your bank or card issuer then needs a further 5-10 business days to post the funds to your account — that part is outside our control.

7. Exchanges

Gutela does not offer exchanges. Return the item for a refund and place a new order. This is usually faster than an exchange, because your replacement ships immediately rather than waiting for the original to reach us.

8. Items we cannot accept

• Items returned without an approved return request.
• Items posted back more than 14 days after the date we approved the return.
• Items that have been used, washed, altered or damaged after delivery.
• Products sold as final sale, where this is clearly stated on the product page.

9. Cancellations

You may cancel an order at no cost at any point before it is dispatched. Email us as soon as possible with your order number. Once an order has been dispatched it cannot be cancelled, but you may return it under this policy.

10. Order tracking

Before requesting a return for a parcel you believe has not arrived, check its status using our tracking link. Our Shipping Policy explains what happens with delayed and lost parcels.