Refund policy

At Gilura, your satisfaction means everything to us.
While we do not accept physical returns due to our global fulfillment process,
we’re always here to make things right if you face any issue with your order.

Damaged or Defective Items

If your order arrives damaged, defective, or not as described, please contact us within 7 days of delivery.
Our team will review your claim and arrange a replacement or full refund depending on the situation.
To speed up the process, please include clear photos or a short video of the issue when contacting support.

Order Issues or Missing Items

If your item hasn’t arrived within the expected delivery time,
or you received the wrong product, please email us at support@gilura.com with your order number.
We’ll investigate with our logistics partners and ensure a fair resolution — either a replacement or refund.

Eligibility for Refunds

Refunds are approved in the following cases:

  • Item damaged or faulty upon arrival

  • Wrong item received

  • Item not delivered within 45 days (after shipment confirmation)

Refunds are not applicable for:

  • Change of mind after shipment

  • Incorrect address provided by the customer

  • Delays caused by customs or external shipping factors

Refund Processing

Once your refund is approved, it will be issued to your original payment method within 5–10 business days.
We’ll send you a confirmation email once the process is complete.