30-Day Money Back Guarantee
You can buy with confidence at Gilcraft.com. We want to ensure that you are 100% happy with your purchase, and we offer an unconditional money-back guarantee.
We do our very best to ensure that our items are accurately described and delivered in good condition. As such, we hope you will be pleased with your purchases from GilCraft. However, we understand that there may be occasions when you will need to return items to us.
If you have quality or sales queries, please get in touch with us. If after you attempted to resolve issues with our Customer Service Dept. and feel the product(s) you purchased does/do not meet your expectations or function as you hoped, we will make things right.
Our policy offers a full refund within 30 days of your date of purchase. We’d love to know what went wrong and how we can improve, so please include details about the reason for your refund request if you reach out to us directly.
If you change your mind
If you have changed your mind about any item ordered and wish to return it, you can do so provided you inform us of your decision within 30 working days of receipt of the order. Once you’ve told us that you wish to return goods, you have 30 calendar days to do so. Shipping or postage for returns is at your own expense. Once the item is received, we’ll issue a full refund for the product and the outward shipping cost.
Items damaged in transit
If any items were damaged in transit, we ask that you report it to us within seven working days. If the items are visibly damaged on receipt, signing the carrier’s delivery note is best. Damaged items should be returned in their original packaging, complete with all accessories and documentation. Once received back at our warehouse, we’ll issue a replacement or full refund via your original payment method. If the return shipment is necessary, we will, of course, cover this cost.
Items faulty on arrival
If your items are faulty upon arrival, you have 30 calendar days to inform us of the fault. Items should be returned in original packaging with all accessories and documentation. Once we have verified the fault, we’ll issue a replacement or full refund via your original payment method. We will also cover the cost of shipping the item back to us.
Incorrect or missing items
Whilst we do our very best to ensure your order is correctly fulfilled in our warehouse, our staff are only human, so mistakes do happen on the odd occasion. If you receive the incorrect items or are missing an item from your order, please inform us within seven working days of receipt so we can work with you to rectify the situation. For missing items, we will ship the missing products out to you immediately, and in the case of incorrect items, we will typically ask you to ship the items back to us (at our expense) and send the correct items out to you by return.
Unexpected delivery
If you received an order from us that you were not expecting, we would be very grateful if you could return it to us so we can re-route it to its rightful home! The best way is to take it to your local post office and send it to the returns address listed below. Please get in touch with us first via email; we will happily pay for the return shipping.
Need to return an item?
Email us at info@gilcraft.com or use our contact form. Please note that you will be responsible for the shipping costs for returning your item (unless the items were damaged or defective on arrival or we sent you the wrong product).
The address you will need to send any returns to is:
Gilcraft
Returns Department
6586 Hypoluxo Road, Unit 228
Lake Worth, FL 33467
United States
Requesting a Refund
To request a refund:
- Go to My Account > Orders
- Select the order number of the product you want to refund.
- Select the ellipsis icon (three dots) next to the order total column. This opens a prompt to Request a Refund.
- Note: If you do not see the ellipsis icon, the 30-day period has passed.
- Click the link to Request a refund. A Refund Request Form displays.
- Select a refund reason from the drop-down menu and add details about your reason for the refund request.
- Select Request Refund.
An automated response confirming receipt is sent to the email address associated with your account. Once we’ve had a chance to review the request, we will be in touch about the refund process.
TwistyWiz.com and our payment process submit the refund immediately and make every attempt to process the refund as quickly as possible. Your financial institution can take up to 20 days for the refund to reflect in your bank account/card. More details can be found at Stripe.com under Customer Refund processing time.