Refund policy
We really hope you love your Gal-Up order. But if not, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return or exchange. We then allow an additional 7 days for you to physically send back this return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please note that you will be responsible for covering the cost of your return. Please consider using a trackable shipping method and keep proof of purchase, as Gal-Up Equestrian will not be held accountable for any damaged or lost goods.
To start a return, you can contact us at help@gal-up.com. A member of our customer service team will check stock levels if you have requested to exchange, and will respond with a returns form for you to fill out. Please include this in your returns parcel.
Please note, in any instance where a product is returned that has been purchased in the 'buy 2, get 1 free', or 'buy 1, get 1 free' promotion, the returned item will not be refunded. in order to receive a refund, at least 2 items must be returned.
Please note that returns will need to be sent to the following address, in suitable packaging:
GAL-UP Equestrian
13 Olives Pit Lane
Five Ashdown
Uckfield
East Sussex
TN22 3EZ
You can always contact us for any return question at help@gal-up.com.
Giveaways
If your order qualifies for a free event ticket and you choose to return the item, the ticket must also be returned. If it isn’t, the cost of the ticket may be deducted from your refund.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
On the rare occasion that you may receive a faulty item, a full refund or replacement will be issued up to 30 days after receipt of the goods if they turn out to be faulty.
Faulty items include those that have manufacturing faults, and does not include items that have not been washed according to the wash care instructions, or items that have been worn at an incorrect size.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards. Items can not be returned if they have been worn, washed or show visible signs of wear, including make-up, animal hair, deodorant stains, or smoke. Please note that socks are non-refundable, due to hygiene reasons.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@gal-up.com.
We are not able to refund shipping costs for a return. Return shipping costs will be covered from the buyer.
Socks are non-returnable for hygiene reasons.
Gift vouchers are non-refundable.