Refund policy
At Giloy, your satisfaction is our top priority. We take great pride in the quality of our products, and if you need to make a return or exchange, we're here to assist you.
Reporting Damages or Incorrect Items
If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery at cs@mygiloy.com. Our team will guide you through the next steps, and we will either send a replacement or issue a full refund, including any shipping costs.
Eligibility for Returns and Exchanges
- The product must be in its original, unused condition.
- Requests for returns or exchanges must be made within 7 days of receiving your order.
- A proof of purchase (such as your order confirmation email) is required for all returns or exchanges.
- Please note: Items purchased on sale or at a discount are not eligible for refunds or exchanges.
How to Start a Return
To initiate a return or exchange, please email us at cs@mygiloy.com with your order number, details about the issue, and any supporting photos. After we receive your return request, we will review it. If it meets our return criteria, we will provide you with a return shipping label and instructions on how to send the item back.
Please note: Customers are responsible for the shipping costs associated with returns and exchanges. Once we receive and inspect the returned item to confirm it meets our return criteria, we will process your refund or exchange. This process may take up to 15 business days.
Our Right to Refuse
We reserve the right to decline returns or exchanges that do not comply with the criteria listed above. If you have any questions or need further clarification, please feel free to reach out to us at cs@mygiloy.com.
Thank you for choosing Giloy for your skincare needs!
