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The idea of service is extremely important to us, and so the following notes explain a few of our company policies. The text has been prepared in the light of industry 'best practise' expectations.
It is Company policy to provide fast and responsive Customer service. We go to great lengths to ensure Customers are happy – emails and any concerns are dealt with promptly.
Contacting us
gutdoctor can be contacted through the means described on the Contact page. At gutdoctor our aim is to help you with your health and to relieve your stress - not add to the challenges that you face in life. If you have any concerns about your products, your order, or the appropriateness of a product, feel free to email our Customer Service Team. We will be delighted to help you.
Privacy
We fiercely protect the privacy of Customers. Your details will never be revealed to any third party. Your email will never be shared, or sold.
Electronic Payment
We take security issues very seriously, so all credit card and invoicing/shipping details are encrypted (scrambled) and transmitted electronically via SSL technology to ensure total privacy and prevent interception. gutdoctor does not store your credit card information.
All your credit card information and purchase details are highly confidential and absolutely no information, is sold to, or shared with any other party.
Refund Policies
We are dedicated to offering you first class service. If your order arrives in unsatisfactory condition, simply return the item(s) within 30 days of receipt for a full refund, or replacement. It's a no hassle, no worries philosophy that helps to ensure 100% satisfaction when you shop with us.
If the return is the result of our error, the cost of the return shipping is free. If your return is not the result of our error, the shipping costs associated with your return will be deducted from the amount of the refund. Once your return has been received, we will issue the refund within 3 working days.
All returns must be in brand new condition;if the product has been opened, used, defaced or damaged in any way, other than accidental damage in transit, it will not be eligible for a refund.
Complaint
We aim never to generate the need for complaint. However, should such need arise, you should email the customer services manager stating your name, invoice number (from your receipt) and a contact mail address or telephone number. It would also be helpful if you could outline the nature of the problem that you would like us to address so that we can do so in an efficient and timely manner.
Shipping
Orders are dispatched each business day. Business days are Monday to Friday inclusive, but not Public Holidays.
The cost of postage includes only the postage; we do not charge for handling, materials & labour.
Once we have received your order, if the order is received before noon, we endeavour to despatch your goods the same day. If the order is received after noon, then the order will be processed on the next working day. In the UK, delivery is carried out by Royal Mail, using registered mail (which needs to be signed for) to ensure security of the parcel. Anticipated target delivery time will normally be 2-5 working days for UK deliveries. International deliveries will be sent by a signed for delivery service, though for obvious reasons delivery dates will vary according to the postal system of the country in which you live. As a guide, deliveries to the USA take an average of ten working days.
In the unlikely event that the product that you have ordered is temporarily out of stock, we will contact you at the soonest opportunity. We will email you with our best estimate of the date by which you can expect to receive delivery. If at any point you wonder about the progress of your order, get in touch with our despatch department at the mail address provided below.
We need you to give a Street address, as Post Office Box numbers cannot be used for recorded delivery as they need to be signed for
Online we accept payment by Visa and Mastercard, and also by Paypal. Details are presented at the Checkout.
Customs
Some countries charge duties/customs on imported goods. Gutdoctor is unable to take any responsibility for these charges, or advise what they may be. Please check with your customs department if you have any concerns. We also have no control over how long your parcel will take to clear your country's Customs. It is the customer's responsibility to check that the products that they are ordering are permitted into their country by Customs.
Disclaimer
Winning Team Limited is the umbrella company that controls the immunecare and gutdoctor websites and online shops. When you purchase from one of these sites, your credit card statement will show Winning Team Limited rather than the name of the individual site.
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