Warranty Policy

At Gilifragrances, we always put product quality and customer satisfaction first. Due to the nature of our products, which include essential oils, fragrances, scented candles, cosmetic ingredients, and glass bottles, we apply the following specific return and warranty policy:

1. Period and Conditions for Returns (Within 7 Days)

Customers have the right to exchange for a new product of the same type or return the product within 7 days from successful delivery when meeting all conditions:

• The product has a manufacturer defect (damaged spray head, leaking bottle cap, cracked glass bottle before unboxing).
• The product delivered is incorrect in terms of model, capacity, or quantity compared to the confirmed order.
• The product must still have intact tags, original seal (if any), and show no signs of opening or usage.

2. Non-returnable Cases

• The product’s seal has been broken, cap opened, or has been used (reduced capacity).
• The product is cracked, broken, dented, or damaged due to external forces or improper storage by the customer after receipt.
• Customers want to change their decision or return the product because they do not like it or have changed their mind about the scent (as scent is a highly subjective personal preference).
• The product is a gift item, tester, decanted sample, or a heavily discounted clearance item.

3. Return Procedure

For the fastest support and resolution, please follow these steps:

• Step 1: Record a clear video of the unboxing process when receiving from the delivery courier. This is critical evidence for working with the shipping partner and the warehouse team.
• Step 2: Contact Gilifragrances immediately via Hotline 0977 04 05 26 or direct message to report the product status along with the video.
• Step 3: The Customer Care department will receive, inspect, and reply with a solution to exchange for a new product or issue a refund within 24h – 48h working hours.