Refund policy
GuuTools™ Return & Refund Policy
Last Updated: October 22, 2026
This policy applies to products purchased directly from guutools.com. Our 30-day return promise and 180-day warranty are additional to your statutory consumer rights.
30-Day Returns
You may request a return, refund or exchange within 30 calendar days of delivery. Please send the goods back within 30 calendar days after submitting your return request.
Email cs@guutools.com with your order number and the item you wish to return. For a product problem, include a description and clear photos or a short video where possible. Our support team will review your request within 24 hours and provide written return authorisation, a return reference and shipping instructions. Please contact us before posting so we can confirm the address and match the parcel to your order.
Return authorisation helps us administer returns and does not make a valid statutory cancellation dependent on our approval. You do not need to give a reason when exercising a statutory cancellation right. If you have already sent a parcel, email us your order number, tracking number and proof of postage so we can identify it.
Packaging, Included Contents and the 10% Restocking Fee
Please retain and return all original packaging wherever possible, together with the product, accessories and every other item included in your purchase. Pack the goods securely for transport.
For a voluntary return under our additional 30-day return promise, where permitted by law, a 10% restocking fee based on the price actually paid for the returned product applies if any original packaging, accessory or other included item is missing. This is a single 10% fee for the affected returned product, rather than a separate fee for each missing item. We will explain any applicable deduction before issuing the refund.
Statutory exceptions: We do not automatically apply this 10% fee to a statutory cancellation or a return exercising rights for faulty, damaged or incorrectly supplied goods. For a UK statutory cancellation, any permitted deduction is limited to actual loss in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. Opening packaging for a reasonable inspection does not by itself justify a deduction. Other mandatory consumer protections also apply.
Return Process
Please contact our support team before returning any item. We will provide complete written return instructions, including the appropriate return address.
We will provide a local return or exchange address in the country where you placed your order. You will not be required to pay overseas return shipping costs. Responsibility for local return shipping costs will be determined by the applicable terms below.
Please include your order number inside the parcel. If your order number is unavailable, please include other information that helps us identify your order, such as the name and email address used at checkout. This helps our warehouse identify your return promptly and process your refund as quickly as possible.
Please follow the return instructions provided by our support team. If we are responsible for the return shipping costs, we will create a prepaid return shipping label for you in advance. Please wait to receive this label and do not purchase return postage yourself, as our order refund system cannot issue refunds exceeding the total amount you originally paid for your order.
Return Postage and Original Delivery Charges
Confirmed product faults: If you request a refund for a confirmed product fault, return the product using the instructions provided by support. GuuTools covers the return postage, so you do not pay it. We also cover the applicable return and replacement shipping costs for goods damaged in transit, incorrect goods or an error on our part, and wherever required by law.
Other returns: The customer pays return postage for change-of-mind returns and other returns outside the circumstances above, unless applicable law requires us to cover it. Our warranty coverage and responsibility for return postage are separate: a covered issue that is not a confirmed product fault may still require customer-paid return postage.
Original delivery charges: For a change-of-mind refund, we refund any standard original delivery charge paid. If you chose a more expensive express or premium option, the additional amount above the standard delivery charge is not refunded. For orders originally sent with free standard shipping, we do not deduct our original dispatch costs from your refund. Refunds for faulty or incorrectly supplied goods include delivery charges where required by law.
Refund Processing Times
Standard returns: After your returned parcel is received, we inspect it within 2 to 3 business days. Once the inspection is complete and the eligible refund is confirmed, we initiate the refund within a further 2 to 3 business days.
Confirmed faulty goods returned for a refund: We initiate the refund within 2 to 3 business days of receiving the returned product. The separate standard-return inspection period is not added to this timeframe.
Refunds are sent to the original payment method. We will notify you when the refund is initiated. The time until funds appear in your account depends on your bank or payment provider. These processing targets do not extend any applicable statutory refund deadline.
Faulty, Damaged or Incorrect Goods: Refunds and Replacements
Contact cs@guutools.com with your order number and details of the issue. Our support team will discuss whether the product needs to be returned for inspection, confirmation of the problem and future product improvement.
If you choose a replacement: Where photos or video sufficiently confirm the issue, a physical return is not required. Depending on the fault, we will send the appropriate brand-new replacement part or a complete replacement unit. If a return is needed to confirm the problem, support will provide the return instructions.
If you request a refund for a confirmed product fault: The product must be returned and GuuTools covers return postage. The refund is initiated within 2 to 3 business days after receipt, subject to any more favourable statutory requirement.
Replacement dispatch: We dispatch the replacement part or complete unit within 2 to 3 business days after confirming the issue. We add the replacement tracking details to your original order. You can track it using the supplied tracking number and the email address used at checkout on our Track Order page. Delivery time follows the applicable Shipping Policy.
180-Day Warranty
Products purchased directly from guutools.com have a 180-day warranty from delivery. It covers all product problems during this period, except deliberate damage by the customer that renders the product unusable.
Contact support with your order number or other proof of purchase and details of the issue. We may request photos or video to confirm the problem. Depending on the issue, we provide the appropriate brand-new replacement part or a complete replacement unit. The return requirements, postage rules and replacement dispatch commitments above apply. GuuTools covers shipping of the approved replacement part or unit.
This warranty does not replace or shorten your statutory rights. A product problem may still qualify for a legal remedy after the 180-day warranty has ended.
Order Cancellations and Exchanges
Contact us promptly to cancel or change an order. We will help before dispatch where possible. Once a parcel has shipped, interception cannot be guaranteed; you may still notify us of a cancellation and return the goods after delivery under this policy and applicable law.
For a change-of-mind exchange, contact support within 30 calendar days of delivery and send the goods back within 30 calendar days after your request. Support will provide the return instructions and explain how to arrange the new order. The return postage and deduction rules above apply.
Need Help?
Email cs@guutools.com for returns, refunds, exchanges or warranty support.
