Widerrufsrecht

The short version: if your pet won't eat it, tell us. If something arrives broken, tell us. We'll sort it.

Our guarantee

Try it. If your pet says no, you get your money back.

The first time you try any Guud product, it comes with a 100% satisfaction guarantee. If your pet won't eat it, or you're not happy for any reason, email hello@guud.pet within 30 days of delivery. We'll refund that pack. You don't need to send it back.

First pack of each product. The guarantee covers one pack of each product, the first time you buy it. After that, you know whether your pet likes it.
The Guud Box counts too. Buying The Guud Box counts as your first try of every product inside it. The bandanas are a free gift and aren't refunded.
Tell us what happened. Send your order number and a line on what went wrong. A photo helps.
The small print. The guarantee is for orders from guud.pet, once per customer and delivery address. We may decline claims that look like misuse.

Damaged, missing or wrong items

Email hello@guud.pet within 7 days of delivery with your order number and a photo. We'll send a replacement, refund you, or add it free to your next order. Your choice. No need to send anything back unless we ask.

Returning unopened products

Changed your mind? Tell us within 30 days of delivery and you can return any unopened product. That's longer than the 14 days the law requires.

What we can take back:

Products in their original packaging, still sealed.
The Guud Box, if every pack is still sealed and the bandanas are sent back too.

What we can't take back:

Opened food. Once a pack is open, we can't sell it again, for hygiene reasons. If your pet doesn't like it, that's what the guarantee is for.

How to return something

Email hello@guud.pet with your order number and what you'd like to return.
We'll confirm, then email you a return label, instructions and the address to send it to.
Send it back within 14 days of our confirmation.

Return shipping costs €4.99, which will be taken off your refund.

Refunds

We refund to your original payment method within 14 days of receiving your return. For guarantee claims and damaged items, it's within 14 days of confirming your claim.
If you return your whole order, we refund the original standard shipping too. If you return only part of it, we don't.
Haven't seen your refund after 14 days? Check with your bank first, then email us.

Your legal rights

Under EU law, you have the right to cancel an online order within 14 days of delivery without giving a reason. This doesn't apply to sealed food once it has been opened. Our 30-day returns and the guarantee are offered on top of these rights, not instead of them.