RETURNS & REFUNDS
We want you to be happy with your GILASCO order. This page explains the practical return process for online purchases.
CHANGED YOUR MIND?
For most online purchases, consumers have a legal right to withdraw from the purchase within 14 calendar days from the day the goods are received, without giving a reason. Legal exceptions apply to certain products.
HOW TO START A RETURN
Contact Customer Care before sending the product back. Please provide your name, order number and the product or products you want to return. We will provide the return instructions.
RETURN CONDITION
You may inspect the product in the same way you reasonably could in a shop. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
RETURN COST
Unless GILASCO agrees otherwise, the customer is responsible for the direct cost of returning products when exercising the legal right of withdrawal. This does not apply when the return is due to  a product being incorrect, damaged on arrival or otherwise not in conformity and GILASCO is responsible for the remedy.
REFUNDS
After a valid withdrawal, we will reimburse the payments that must be refunded under applicable law, including the cost of our least expensive standard delivery option where required. Refunds will be made using the same payment method used for the original transaction unless another method is expressly agreed.
We may withhold the refund until we receive the returned goods or you provide evidence that you sent them back, whichever happens first.
PRODUCTS THAT MAY BE EXCLUDED FROM CHANGE-OF-MIND RETURNS
The statutory right of withdrawal may not apply where a legal exception exists, including goods made to your specifications or clearly personalised; goods liable to deteriorate or expire rapidly; and sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. This does not remove your legal rights if a product is faulty or does not conform to the contract.
FAULTY OR NON-CONFORMING PRODUCTS
If a product is faulty, damaged, not as described or otherwise lacks conformity, contact Customer Care. For goods covered by Spain’s statutory consumer guarantee rules, the legal guarantee is generally three years from delivery.