Refund policy

Refund & Return Policy

At Gallop & Ghoul we want you and your pet to love your purchase. If something isn't right, this policy explains how returns and refunds work.

14-day return window

You have 14 days from the date you receive your order to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging, together with your receipt or proof of purchase.

To start a return, email us at gallopandhoul@gmail.com with your order number. If your return is accepted, we will send you the return instructions and the address to send your item to. Items sent back without first requesting a return will not be accepted.

Defective, damaged or incorrect items

Please inspect your order when it arrives. If your item is defective, damaged or not what you ordered, contact us within 14 days of delivery with your order number and a photo of the issue. In these cases we cover the return shipping cost and will offer you a replacement or a full refund.

Change of mind

If you return an item because you changed your mind or ordered by mistake, the return shipping cost is paid by the customer. We recommend using a trackable shipping service, as we cannot be responsible for returns lost in transit.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved. Approved refunds are issued to your original payment method within 14 days. Please note that your bank or card issuer may need some additional time to process and post the refund.

Right of withdrawal (EU customers)

If you are a consumer in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the goods without giving any reason, in accordance with applicable consumer protection law. This policy does not limit any of your statutory rights.

Exchanges

The fastest way to get a different item is to return the one you have and, once the return is accepted, place a new order.

Contact

Questions about returns? Email us at gallopandhoul@gmail.com.

Dimas Hidalgo Medina (Gallop & Ghoul) · NIF 21105483Q · Calle Indiano Medina 63, 35460 Gáldar, Las Palmas, Spain