Política de reembolso
Returns & Refunds Policy
At GALAYA, we want you to be fully satisfied with your order.
You may request the return of an eligible item within 30 days from the date of receipt.
Return shipping costs are covered by GALAYA, regardless of the reason for the return, provided that the conditions outlined below are met.
Legal Right of Withdrawal
In accordance with Article L221-18 of the French Consumer Code, consumers have a legal period of 14 days from receipt of their order to exercise their right of withdrawal, without having to provide any reason.
GALAYA voluntarily extends this period and allows customers to request a return up to 30 days after receiving their order, in accordance with this commercial return policy.
This commercial extension does not limit any legal rights granted to consumers.
Return Conditions
To be eligible for a return under our 30-day commercial return policy, the item must be returned:
- in its original condition;
- unwashed;
- undamaged;
- not worn beyond a simple fitting or try-on;
- with its original tags attached;
- with any included accessories;
- and, where reasonably possible, in its original packaging.
Under the legal right of withdrawal, consumers may handle and try the product to the extent necessary to verify its nature, characteristics and size.
Any depreciation resulting from handling beyond what is necessary to establish the nature, characteristics and proper functioning of the product may be taken into account in accordance with applicable regulations.
How to Request a Return?
To request a return, please contact our customer service at:
Please include the following information in your message:
- your first and last name;
- your order number;
- the item(s) concerned;
- the reason for the return, if you wish to provide one.
You are not required to provide a reason when exercising your legal right of withdrawal.
Our customer service team will provide the instructions required to complete your return and explain how GALAYA will cover the return shipping costs.
Return shipping costs are fully covered by GALAYA.
To ensure proper processing and coverage of your return, we ask that you follow the return instructions provided by our customer service team.
The return address and shipping instructions will be provided once your return request has been approved.
Return Timeframe
Legal Right of Withdrawal
When exercising your legal right of withdrawal, you must notify GALAYA of your decision within 14 days following receipt of your order.
The product must then be returned without undue delay and no later than 14 days after communicating your decision to withdraw.
GALAYA 30-Day Commercial Return Policy
To benefit from our extended commercial return policy, your return request must reach us no later than 30 days after receiving your order.
Return Shipping Costs
Returns are free during the 30-day return period.
GALAYA covers return shipping costs for eligible items, regardless of the reason for the return, provided that the return procedure communicated by our customer service team is followed.
No return fee will be charged to the customer in this context.
This coverage applies in particular to:
- change of mind;
- sizing issues;
- model changes;
- defective or damaged products;
- incorrect products;
- preparation errors attributable to GALAYA.
Refunds
After receiving the returned product, it will be inspected to confirm that it meets the applicable return conditions.
Once the return has been approved, the amount paid for the returned item(s) will be fully refunded to the payment method used for the original purchase, unless expressly agreed otherwise with the customer.
The refund will not result in any additional charges for the customer.
Refunds Under the Legal Right of Withdrawal
When the legal right of withdrawal is exercised, GALAYA refunds the amounts due in accordance with the French Consumer Code.
The refund will be issued no later than 14 days from the date on which GALAYA is informed of the consumer’s decision to withdraw.
However, GALAYA may postpone the refund until the product has been recovered or until proof of shipment has been provided, whichever occurs first.
The refund will be made using the same payment method used for the original order, unless the consumer expressly agrees to another payment method and provided that this does not result in additional costs.
In the event of legal withdrawal, the standard delivery costs initially paid will also be refunded.
If the customer has expressly chosen a delivery method more expensive than the standard delivery option offered by GALAYA, the additional cost corresponding to that delivery method will not be refunded.
Returns Made Between Day 15 and Day 30
For returns made after the expiry of the legal 14-day withdrawal period but within GALAYA’s 30-day commercial return period, the amount paid for eligible returned items will be fully refunded.
Return shipping costs remain fully covered by GALAYA.
This commercial policy supplements consumer legal rights and does not replace them.
Defective, Damaged or Incorrect Products
If you receive a product that is:
- damaged;
- defective;
- faulty;
- different from the product ordered;
- or if an error occurred during order preparation,
please contact us as soon as possible at:
Please include your order number and, whenever possible, attach photographs allowing us to identify the issue.
Our customer service team will provide the appropriate instructions.
All applicable return shipping costs are covered by GALAYA.
These provisions do not limit the legal guarantees available to consumers.
Exchanges
If you would like to exchange a size or model, please contact our customer service at:
Our team will inform you of the available options.
When an exchange requires the return of the original product, return shipping costs are covered by GALAYA in accordance with our return policy.
Contact Us
For any questions regarding returns or refunds:
GALAYA — Customer Service
NOUVELLE ARTS SAS
44 rue de Sablonville
92200 Neuilly-sur-Seine
France
Email: contact@galayaofficiel.com
Phone: +33 6 67 08 40 09