Refund policy

We offer a 30-day return policy from the date of receipt, allowing you to decide whether you want to keep or return the product. To be eligible for a return, your item must be in the same condition as when you received it, unused, with tags attached, and in its original packaging. You will also need your receipt or proof of purchase.

Gilovina does not cover return shipping costs or reimburse them. If an order is refused at the door, not picked up from the parcel shop, or if an incorrect address is provided, a shipping and handling fee of CAD 15 will be charged. This amount will be deducted from your refund.

To request a return, please contact us at info@gilovina.com. Once your return request has been approved, we will provide you with instructions on how and where to send your package. Please note that you are responsible for the return shipping. Therefore, it is important that you send your return with Track & Trace. Returns without this tracking information cannot be accepted.

Damaged Goods

Please inspect your product upon receipt and contact us immediately if it is defective, damaged, or if you received the wrong product so that we can assess the issue and correct it. We always require a photo of the damaged product.

If your item is defective, you must notify us within 24 hours of receiving the delivery by email. Please note that you will not receive a refund if a defect or damage is not reported within the specified time frame. Please understand that all our items are not covered by a warranty, and we are only responsible for the items from the time your order is processed until delivery to you.

Exchanges

A one-time free exchange is offered. If you receive a free replacement for your order, no further return or refund claims can be made, except in cases of damage or quality issues, which always require our approval.

We will notify you once we have received and inspected your returned item. We will then let you know if your return is approved. Once we’ve approved your request, we will process your refund within 10 business days via the payment method you used at the time of purchase. Please note that it may take some time for your bank or credit card company to process and issue your refund.

Refunds

If you wish to return your order for a full refund, you must first return the product to us via the Track & Trace service. The refund will only be issued after your package has arrived and the contents have been inspected. If no valid tracking number is provided, we cannot process the refund.

Return Address

All orders must be returned with tracking information to the return address provided after your email request in order to receive a refund upon receipt in the warehouse.

Cancellation

If you wish to cancel your order, please contact us as soon as possible. Orders can be canceled within 3 hours of being placed without affecting the processing time. Afterward, it depends on the status of your order whether it can still be canceled.