Scents Beyond Limits
Flexible fragrance solutions for individuals and businesses.
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Return Policy

Return Policy

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Gili is committed to providing quality products and ensuring customer rights are protected when shopping.

1. Cases eligible for exchange or return

  • The product is defective due to a manufacturing fault.

  • The product was damaged during shipping.

  • The products delivered do not match the model or quantity ordered.

 

2. Return/Exchange Period

  • Customers please notify within 24–48 hours since receiving the goods.

  • After the above time period, Gili will not be able to support exchanges or returns.

 

3. Return and exchange conditions

  • The product shows no signs of prior use, is not dirty, or damaged due to user error.

  • The packaging, labels, tags, seals, and accessories (if any) must be intact.

  • Please provide a complete purchase invoice or electronic transaction proof.

 

4. Return and exchange policy

  • Return and exchange method: Customers can return or exchange items directly at the store or send them back to Gili's address via a shipping service.
  • Due to Gili's error (wrong item delivered, manufacturing defect): The shop will bear the shipping cost of 100%.
  • Due to the customer's personal preference: The customer is responsible for the two-way shipping costs.

 

5. Cases where returns and exchanges are not applicable.

  • The product is damaged due to improper use or failure to follow the instructions.

  • The product is used or no longer in its original condition.

 

6. Refund Policy 

 

  • Refund method: Refunds will be sent to the customer's bank account after Gili confirms receipt of the returned item and verifies that it meets the eligibility criteria.

 

-Conditions: Defective, damaged, incorrect, or misrepresented goods; must be in original condition, unused (except in cases of product defects), and accompanied by an invoice/order code. For products that have been opened or used (essential oils, air fresheners, diffusers, scented candles, etc.), returns and exchanges are not applicable for hygiene and safety reasons, unless the fault is from GILI.

  • Deadline for request: within 3–7 days of receiving the goods.
  • Return shipping costs: GILI will bear the cost if the fault is GILI's; the customer will bear the cost if the exchange is for personal reasons (if GILI accepts).
  • Refunds: within 3–7 business days after confirmation, using the original payment method (bank transfer/wallet/payment gateway).

Reasons for termination: customer cancellation due to lack of demand; GILI's inability to perform (force majeure, incident); breach of agreement by one party.

  • Termination time: when the customer sends a cancellation notice via [email/official channel] and GILI confirms receipt; if GILI does not respond, the time the customer sends the notice is considered the termination time.
  • Respond to cancellation notification in 24 working hours.
  • If GILI terminates/is unable to provide: refund the amount collected (and compensation as agreed, if any).

 

Gili is always ready to assist customers, ensuring they feel confident when choosing and using our products.