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 FAQs

Q: Can I cancel an order after placement of order? What is the refund process?

Ans: Products and services once booked through Gili.com cannot be cancelled and the refunds thereof are not allowed in any circumstances. However, exceptional cases of 'manufacturing defect' and 'wrong consignment ' can be dealt with separately after due verification of proof and based on established facts with vendor partners on case to case basis.

Cancellation of transactions by the End-User/ Customer can be due to any of the following reasons:

The order may be cancelled before shipment due to any of the following reasons;
1. The specific product/model is out of Stock
2. The order could not be shipped within the specified timeline.
3. The shipping address is not serviceable
4. Any other force majeure reason beyond the control of vendors or Gili.com, including bandh, strike, natural climatic, etc.

The orders may be cancelled post shipment and delivery due to any of the following reasons;
1. Established defect in the product which the seller is not able to either replace or repair, within the warranty timelines.
2. Correct product could not be delivered after first replacement
3. Shipping address found to be untraceable, wrong, incomplete, locked and customer not available.
4. Products lost, damaged during transit and delivery not accepted

Conditions:

A. The refund shall be processed only after the product is shipped back unused and received by vendor in its original condition with the original packing without any tampering.
B. User needs to attach original invoice and relevant documents as provided with the product to process refunds.
C. The return courier awb /tracking number should be communicated to Gili.com customer support.

Q: What is refund turn around time in case of cancellation?

Ans: 10-21 working days in case of Credit card payments. For bank transfers and Cheque/DD payments , it takes 7 working days.

Q: Will there be any deduction in the refund amount?

Ans: Please refer Cancellation & Refund Policy in Terms & Conditions:
http://gili.com/content/3-terms-and-conditions-of-use

Q: Can I change my order for the product which is available instead of cancelling the order (in case the product is out of stock)?

Ans: No. You will have to place a new order.

Q: Is Shipment done outside India?

Ans: Orders above 10,000 INR can be shipped internationally, provided the shipment costs are borne by the customer. 

Q: What are the shipping charges to deliver a certain product anywhere in India?

Ans: Please read delivery terms as mentioned in product details page.

Q: What are the measures for product quality?

Ans: Gili.com is an online market place where vendor partners have agreed to Display, Sell and Delivery products. Therefore, product quality is limited to respective vendor partners. Please read product descriptions given carefully for each product before buying.

Q: What if the product delivered is defective/damaged?

Ans: Please write to us at ecommerce@gitanjaligroup.com

or call us at 1800-103-0051