WARRANTY POLICY
Gili is committed to product quality and customer rights throughout the entire usage process.
1. Warranty coverage
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This applies to products with defects caused by the manufacturer.
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This does not apply to errors arising from improper use or failure to follow instructions.
2. Warranty period
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Customers please notify within 24–48 hours From the date of receipt of the goods to receive warranty support.
- For products currently in use and still under warranty, please notify Gili as soon as possible to avoid any unnecessary issues.
3. Warranty Conditions
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For consumable products such as essential oils/scented candles/fabric fresheners, etc.: The product must be intact, unused, and untouched.
- For products like diffusers: Warranty covers manufacturing defects throughout the product's lifespan. The device must be in its original condition, without any drops, breakage, or external deformation.
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There are images/videos proving the product's defect.
4. Warranty Terms
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Replace the product with an equivalent new one or provide a suitable solution depending on the specific case.
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Gili will cover any costs incurred if the fault lies with the manufacturer.
5. Cases where warranty does not apply
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The product is damaged due to impact, dropping, or improper storage.
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The product is used but not for its intended purpose.
DETAILED WARRANTY INFORMATION FOR EACH PRODUCT TYPE
1. Scented candles
– Support processing time: 1-3 days from receipt of goods
– Cases covered by warranty/return:
- The product was cracked, broken, or dented during transportation.
- The product has a manufacturing defect (candle not burning, scent too weak, faulty wick).
- Incorrect product delivered: the quantity, size, or type does not match the order placed.
– Return and exchange conditions:
- Provide unboxing videos/photos to prove the defect.
- Product condition: Must be intact with original labels, packaging (if any), and the product must not be excessively damaged (usually unused or only tested for defects).
- Note:
- Not applicable: Used products, damage due to improper storage (stored in excessively hot or humid places).
2. Diffuse the fragrance
– Support processing time: 1-3 days from the date of receipt of goods
– Cases covered by warranty/return:
- The product was cracked, broken, or dented during transportation.
- The product has a manufacturing defect (essential oil leaking, missing reed sticks).
- Incorrect product delivered: the quantity, size, or type does not match the order placed.
– Return and exchange conditions:
- Provide unboxing videos/photos to prove the defect.
- Product condition: Must be intact with original seals, packaging (if any), and the solution must not be depleted beyond the specified limit (usually unused or only tested for defects).
- Note:
- Not applicable: Used products, damage due to improper storage (stored in excessively hot or humid places).
3. Fabric/room freshener spray
– Support processing time: 1-3 days from the date of receipt of goods
– Cases covered by warranty/return:
- Spray nozzle malfunction: The product is clogged, the nozzle is broken, or it sprays a stream of water instead of a fine mist right out of the box.
- Packaging damage: Bottles are cracked, broken, or leaking due to packaging or shipping errors.
- Incorrect product delivered: the quantity, size, or type does not match the order placed.
– Return and exchange conditions:
- Product condition: Must be intact with original seals, packaging (if any), and the solution must not be depleted beyond the specified limit (usually unused or only tested for defects).
- Provide unboxing videos/photos to prove the defect.
- Note:
- Not applicable: Used products, damage due to improper storage (stored in excessively hot or humid places).
4. Essential oils
– Support processing time: 1-3 days from the date of receipt of goods
– Cases covered by warranty/return:
- Packaging damage: Bottles are cracked, broken, or leaking due to packaging or shipping errors.
- Incorrect product delivered: the quantity, size, or type does not match the order placed.
– Return and exchange conditions:
- Product condition: Must be intact with original seals, packaging (if any), and the solution must not be depleted beyond the specified limit (usually unused or only tested for defects).
- Provide unboxing videos/photos to prove the defect.
- Note:
- Not applicable: Used products, damage due to improper storage (stored in excessively hot or humid places).
5. Diffuser
A one-year warranty covers manufacturing defects during the machine's lifespan. This warranty excludes damage from drops, external impacts, improper use, misuse, or failure to follow instructions.
Gili is always ready to assist customers, ensuring they feel confident when choosing and using our products.