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RETURN A PRODUCT
Below you will find all the information you need to return a product and track your refund.
Right of withdrawal
You have 14 days from the date of receipt of your order to request a return, whatever the reason.
The product must be returned exactly as delivered: new, unused, unmodified, and complete with all original labels, accessories and packaging (unopened plastic wrap).
Items that are damaged, incomplete, soiled, or returned without their original packaging cannot be refunded.
Any return request submitted after the deadline will unfortunately not be accepted.
Return shipping costs are at your expense.
How to return a product
1. Complete the return / claims form
To ensure fast, thorough and centralised processing, all return requests must now be submitted via our single form.
This form allows us to gather all the information required to process your request (product concerned, reason for return, photos if needed…).
Your request is automatically forwarded to our Quality and Customer Service teams.
2. Wait for your request to be validated
Once you have submitted the form, our team will review your request.
You will then receive an email containing:
Confirmation or refusal of your request
Detailed return instructions
The information that must be included in your parcel (return summary)
No return should be sent before receiving validation, as this may lead to refusal.
3. Send your parcel (if required)
Once validated by our team, you may send your return to the following address:
GILAC – Service Retour
751 rue de la Mode
01580 Izernore – France
Return shipping costs are at the customer’s expense, except in cases of error on our part confirmed after review (wrong item, missing item, damaged item, etc.).
Refund
Refunds are made by bank transfer within a maximum of 30 working days after receipt and inspection of the returned product.
Need help?
If you encounter any difficulties completing the form or if you have any additional questions, you can contact us at:
📧 shop@gilac.com
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