Returns & Refund Policy

Last Updated: January 2026

THE GITMALU RETURNS PROMISE

We want you to be completely satisfied with your new gear. If you are not 100% happy with your purchase, you have 30 days from the date you receive your items to send them back to us for a refund or exchange.

1. ELIGIBILITY & CONDITION

To qualify for a refund or exchange, your return must meet the following criteria:

  • Condition: Items must be unworn, unwashed, and in the same condition as when you received them.
  • Packaging: Items must be returned in their original packaging with all brand tags and hygiene seals still attached.
  • Proof of Purchase: We require a receipt, order number, or valid proof of purchase to process your request.

Non-Returnable Items: For health, safety, and hygiene reasons, we cannot accept returns on:

  • Hygiene-sensitive items: Underwear, socks (if unsealed), and accessories such as water bottles.
  • Personalised Goods: Any custom-made or specially ordered items.
  • Perishables: Perishable goods (such as food or supplements).
  • Digital Goods: Downloadable software or Gift Cards.

Note: In certain situations, only partial refunds may be granted (e.g., items returned with missing parts or signs of use not due to our error).

2. HOW TO START A RETURN

Items sent back to us without first requesting a return through the proper channels will not be accepted.

  1. Request your return: Contact us at support@gitmalu.co.uk or via our Contact Page.
  2. Receive your label: If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package.
  3. Pack and Post: Securely package your items and drop them off at the designated location.

3. REFUNDS: WHAT TO EXPECT

Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

  • Approval: If approved, your refund will be processed automatically to your original payment method.
  • Timeline: We aim to process refunds within 10 business days of receiving the item. Please note that banks and credit card companies may take additional time to post the funds to your account.
  • Missing Refunds: If more than 15 business days have passed since your refund was approved and you still have not received it, please:
    1. Check your bank account again.
    2. Contact your credit card company or bank (processing times vary).
    3. If you have done this and still have no refund, contact us at support@gitmalu.co.uk.

4. EXCHANGES

We are happy to offer exchanges within 30 days of delivery.

  • Shipping to us: You are responsible for the shipping cost to return the original item to us.
  • Shipping to you: Gitmalu will cover the standard shipping cost to send the new exchanged item back to you.
  • Express Exchange: If you require your new item via Express service, additional charges will apply. Please contact us before sending your return to arrange this.

5. DAMAGES, ISSUES & EUROPEAN UNION RIGHTS

  • Inspection upon arrival: Please inspect your order immediately upon receipt. If an item is defective, damaged, or you receive the wrong product, contact us right away so we can make it right.
  • The Gitmalu Promise (30 Days): We offer a 30-day return window for all customers worldwide, which exceeds the statutory minimums required by UK and EU law. You have 30 days from the date you receive your item to request a return.
  • UK & EU 14-Day Cooling-Off Period: If your order is being shipped to the European Union, you have a statutory right to cancel or return your order within 14 days for any reason, provided the items are in their original condition and packaging.

6. RETURN SHIPPING COSTS

Unless the return is due to an error on our part (e.g., a faulty or incorrect item), you will be responsible for paying the shipping fees to return your order. These costs are non-refundable. For the correct return address, please visit our Returns & Refund Policy.