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RETURNS
3.How will my return be reimbursed?
4.What happens if I’ve returned an order that is not eligible for returns?
5.What should I do if I received a defective item?
6.What should I do if I received a wrong product / my order is incomplete?
All information below is applicable within Singapore only.
1.What is the return policy?
Valid returns are subjected to the following conditions:
Our return policy covers all regular priced items and is valid for 14 days from date of purchase or 7 days from the date of receipt, whichever earlier.Returns are only accepted for defected items or items grossly misrepresented in product listings. To be eligible for a return, your item must be unused and in its original condition, with original tags and/or packaging intact.
We do not accept returns on sale and promotional items, as well as returns of regular priced items beyond the stipulated time period. We do not accept exchanges of items due to size variance within 0.5 inches to 1.5 inches or 5%, whichever higher, from the size guide provided as it is to be reasonably expected and acceptable within manufacturer guidelines. Several types of goods are excluded from our return policy due to hygiene reasons, including but not limited to leggings, inner wear, etc.
If you meet the above criteria and would like to apply for a return, please contact us at hello.sg@gearup.shop. We will provide the return address to you. Return postage costs is to be borne by the buyer and is non-refundable. Trackable shipping service or shipping insurance is highly encouraged as exchange will only be processed upon receipt of the original item. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange.
2.How do I return my order?
Please email us at hello.sg@gearup.shop within 14 days of the delivery date with the following information:
- Your Order Reference No.
- The product code of the item you wish to return
- Photo of the item
Our Customer Service team will get back to you as soon as possible on the next steps.
Please ensure that your return order is eligible for returns before mailing it out. See conditions for valid returns here.
3.How will my return be reimbursed?
Valid refunds will be processed back to the customer’s payment method within 5 – 10 business days from when the returned parcel is received and accepted, excluding the customer’s bank/financial institution’s processing time.
4.What happens if I’ve returned an order that is not eligible for returns?
We will email you once we’ve processed your parcel.
- For your parcel to be returned to you, there’ll be a redelivery fee of S$3.50
- If you are unsure of an item’s eligibility to be returned, you may check the return policy here.
5.What should I do if I received a defective item?
We are sorry for the inconvenience caused, we’ll fix this.
Please email us at hello.sg@gearup.shop within 30 days of the delivery date with the following information:
- Your Order Reference No.
- The product code of the defected item received (e.g. 121001999)
- Photo of the defect
Our Customer Service team will get back to you as soon as possible on the next steps.
If you are returning defective item(s) received, you’ll be sent a return postage label to return your order with. Please make sure your items are unworn, unwashed, unaltered and still have their tags on.
6.What should I do if I received a wrong product / my order is incomplete?
We are sorry for the inconvenience caused, we’ll fix this.
Please email us at hello.sg@gearup.shop within 30 days of the delivery date with the following information:
- Your Order Reference No.
- The product code of the item you ordered
- The product code of the item you received
Our Customer Service team will get back to you as soon as possible on the next steps.
If you are returning incorrect item(s) received, you’ll be sent a return postage label to return your order with. Please make sure your items are unworn, unwashed, unaltered and still have their tags on.
7.What do I do if my question isn’t covered here?
Write in to us at hello.sg@gearup.shop and we’d be happy to help you out.
