Last updated: 26 October 2026.
This policy explains your right to cancel an order and what happens if something arrives damaged, faulty or incorrect. The sections below cover orders delivered to the United Kingdom and to the United States. Nothing in it affects your statutory rights as a consumer.
GOUEM METHOD is a trading name of GOUEM CARE LTD (company number 16771795, registered in England and Wales), 49 Station Road, Polegate, East Sussex, BN26 6EA. Contact us at hello@gouem-method.com.
Orders delivered to the United Kingdom
Changing your mind
You may cancel your order for any reason within 14 days, starting the day after your order is delivered. If your order arrives in more than one parcel, the 14 days start the day after the last parcel arrives.
To cancel, email hello@gouem-method.com with your name, order number and the items you wish to return. A clear statement is enough; you may also use the cancellation form at the end of this policy.
Once you have told us, please send the items back within 14 days to our returns address:
GOUEM METHOD Returns
49 Station Road
Polegate
East Sussex
BN26 6EA
United Kingdom
Please include your order number inside the parcel. Do not return items to any other address, including our fulfilment partner's, as we cannot trace parcels sent there.
Sealed products. For hygiene and health-protection reasons, a skincare product that was delivered sealed cannot be returned for a change of mind once its seal has been opened or removed. Sealed, unopened products can be returned as normal. This does not affect your rights if a product is faulty.
Return postage. You pay the cost of returning items you have changed your mind about. We recommend a tracked service and keeping your proof of postage until your refund arrives.
Condition. Please take reasonable care of items while they are with you. If an item has been handled beyond what is needed to establish its nature and characteristics, we may reduce your refund to reflect any loss in value.
Your refund. We will refund you within 14 days of receiving the items back, or of receiving your proof of postage if that comes first. If you return your whole order, we also refund the standard delivery charge you paid; if you chose a faster or premium delivery option, we refund up to the cost of our standard delivery. Refunds go to your original payment method, and your bank may take a few days to show them.
Damaged, faulty or incorrect items
If an item arrives damaged, is faulty, or is not what you ordered, please email hello@gouem-method.com with your order number and a short description. Photographs of the item and its packaging help us resolve things quickly, but they are not required for you to make a claim.
Under the Consumer Rights Act 2015, your remedies include:
- Within 30 days of delivery: a full refund.
- After 30 days: a repair or replacement. If that is not possible or does not resolve the problem, a full or partial refund.
- Faults that appear later: you may still have a claim for up to six years from delivery in England and Wales, and five years from discovering the fault in Scotland. Faults reported within six months of delivery are presumed to have been present at delivery unless we can show otherwise.
We often resolve these issues without asking you to send anything back. If we do need an item returned, we will provide a prepaid return label or reimburse your reasonable return postage. Refunds for faulty or incorrect items include the original delivery charge and are made within 14 days of us agreeing that you are entitled to one.
Lost parcels. Your order is our responsibility until it is delivered to you. If it has not arrived, please contact us and we will send a replacement or refund you in full.
Orders delivered to the United States
Changing your mind
We accept change-of-mind returns requested within 14 days of delivery, provided you pay for the return delivery to us.
- Email us within 14 days. Contact hello@gouem-method.com within 14 days of your order being delivered, with your name, order number and the items you wish to return. Requests received after 14 days cannot be accepted.
- Wait for our address. We will reply with the address to send the items to. Please do not send anything back until you have heard from us, as we cannot trace or refund parcels sent to an address we have not given you.
- You pay return postage. The cost of sending items back is yours and is not refunded. We recommend a tracked service and keeping your proof of postage until your refund arrives.
- Sealed products. For hygiene reasons, a skincare product that was delivered sealed cannot be returned for a change of mind once its seal has been opened or removed.
- Your refund. Once we receive and check the items, we refund the price of the returned items to your original payment method; your bank may take a few days to show it.
Damaged, faulty or incorrect items
If an item arrives damaged, is faulty, or is not what you ordered, please email hello@gouem-method.com to request a refund. Include:
- Your name and order number
- The item(s) affected and a short description of the problem
- Photographs of the item and its packaging, if you can
We will review your request and reply by email. If we need the item back, we will tell you where to send it and how. Please do not send anything back until you have heard from us, as we cannot trace or refund parcels sent to an address we have not given you.
Where we ask you to return a damaged, faulty or incorrect item, we will cover the return postage or reimburse your reasonable return costs. Approved refunds go to your original payment method and include the delivery charge you paid for the affected order; your bank may take a few days to show them.
Lost parcels. If your order has not arrived, please contact us and we will look into it with the carrier.
Cancellation form (UK orders)
Copy into an email to hello@gouem-method.com:
To GOUEM METHOD, 49 Station Road, Polegate, East Sussex, BN26 6EA, hello@gouem-method.com: I hereby give notice that I cancel my contract for the sale of the following goods: [items]. Ordered on [date] / received on [date]. Order number: [number]. Name: [name]. Address: [address]. Date: [date].