Returns

Dear Customer,

You can make a return within 30 days from the day in which you received your order. We want to inform you that the cost for the return is €30 excluding eBikes whose cost of return is € 49 and for which the request must be made exclusively through our Customer Care.

In case of a damaged item, please contact our Customer Care service at the dedicated email address customercare@gutteridge.com no later than 24 hours after receiving the package.

Before asking for a return you must make sure that the products you are returning are in the same condition in which you received them, with all the internal labels and tags attached, not stained, damaged or used.

We inform you that in case of return, the duties paid will not be refunded.

1. REGISTERED USER

Access your account, click on the icon in the upper right corner and login to www.gutteridge.com. In the ORDERS AND RETURNS section select REQUEST RETURN to fill out the return form, indicating the reason for return.

2. NOT REGISTERED USER

If you made the purchase as a guest (guest check-out), go to the ORDER STATUS, section, located at the bottom of the site in the FOOTER, enter the order number and the email you issued at checkout. Click on REQUEST RETURN to fill out the return form, indicating the reason why the item is being returned.

Click here to proceed.

3. PRINT THE NECESSARY DOCUMENTS AND PREPARE THE PACKAGE

After filling out the application form you must:

• Print the email you received after making the return request and place it inside the package;
• Print the waybill available in your private area and put it on the outside of the package.
• Fill the document for the custom duty that you can download here entering all the specifications of your return, and of the items you are returning to us.



Do you want to know how to fill the proforma invoice correctly? Download our facsimile here or contact our customer care at the following email:customercare@gutteridge.com

In the absence of these documents, it will not be possible to manage your return request.

We remind you that only the items you have included in your return request will be processed.
The returns for which the quantity of the articles in the package is different from those indicated in the online form, will not be processed and refounded.
Articles belonging to different orders cannot be combined in a single shipment. Each order must have its own return request.
Lastly, we invite you to make sure you select the correct number of packages in which you will return the goods (in case of multiple packages you will have to select the right quantity during the online procedure). In these cases a multiple label will be generated that will indicate one or more packages that you will have to hand over to the courier.

4. DELIVER THE PACKAGE TO THE COURIER

The courier will pick up your returns at the address provided within 24/48 hours from your return request. Please note that if you have urgency to deliver your return you can head to a Fedex Point and deliver it there, the courier will pick it up on the first available business day.

We remind you that you must deliver your return to the courier within the specified date. Otherwise the return cannot be accepted.

In case of need we invite you to contact our customer service.

5. GET YOUR REFUND

After receiving and verifying your return we will proceed to refund the returned items and the corresponding amount will be refunded to the same payment method used at the time of purchase. Once the return gets to our warehouse it may take up to 15 working days for the refund to be visible. The cost of the return will be retained automatically, so please note that no payment is required to the courier itself. 
If your return does not meet the conditions listed, the refund cannot be made.
Once the return is approved, you will receive an e-mail confirming acceptance of return, please note that the time required to display the refund on your account may vary depending on your credit institution. You can check the status of your return on your personal account or from the "ORDER STATUS" section. For security reasons we cannot refund on a different card from the one used for the purchas.