GILATBC Returns & Refunds Policy
Effective Date: September 7, 2026 · Version: 1.0
GILATBC is a marketplace: the seller you buy from ships the item, and GILATBC holds your payment until the order is settled. This page explains exactly when you can return an item, how to return it, what it costs you, and how long a refund takes. It applies to every order placed on gilatbc.com and through the GILATBC assistant on WhatsApp, Telegram and Instagram.
You do not need an account to read this page. If anything here is unclear, email [email protected] — full contact details are on our Contact page at gilatbc.com/contact.
Return Window
You have until the end of the buyer protection window to raise a return or refund. That window opens the moment you place your order and closes 7 days after the Estimated Delivery Date (EDD) shown on your order.
- The EDD is displayed before you pay and again on the order under My Orders.
- Once the window closes with no claim filed, the seller's payout is released automatically and the order can no longer be returned or refunded.
- If your order never arrives, the window still applies. File before it closes rather than waiting.
What You Can Return
You may return an item and claim a refund when:
- It never arrived. The EDD passed and the seller could not show proof of delivery.
- The wrong item arrived. What you received materially differs from what you ordered.
- It arrived damaged. Damage caused by the seller's packing or by the courier.
- It is not as described. The item is significantly different from the listing.
- Parts are missing. The order was delivered incomplete.
- A service was not delivered. The provider cancelled, or failed to attend a booking you checked in for.
What You Cannot Return
- Change of mind. Sellers on GILATBC are not required to accept a return simply because you no longer want the item.
- Tailored and made-to-measure goods, unless the item is defective or materially differs from the specification you approved. Fit problems caused by measurements you supplied are not returnable — see the Tailored Goods section of our Terms & Conditions.
- Items collected in person at a store, unless the item is faulty.
- Digital and non-physical goods, unless the listing states otherwise.
- Perishable goods, and items sealed for hygiene or health reasons where the seal has been broken.
How To Return An Item
- Open My Orders on gilatbc.com, or ask the GILATBC assistant for your orders.
- Select the order and choose File a claim. Pick the reason that matches.
- Attach evidence — photographs of the item and its packaging, or a delivery tracking screenshot. Claims without evidence are slower to resolve and may be closed.
- The seller has 14 days to accept the claim or reject it with counter-evidence.
- GILATBC proposes a resolution: full refund, partial refund, replacement, or return-and-refund.
- Where the resolution is return-and-refund, the seller's return address appears inside the claim. Ship the item back before the deadline shown and upload the tracking reference to the claim.
- If either party disputes the outcome, the claim is escalated to a GILATBC administrator, who reviews it within 5 business days. That decision is final.
Returns travel back by courier, or are handed back at the seller's store where the seller offers store pickup. Both options appear inside the claim.
What A Return Costs You
- Return shipping is paid by the seller when the return is the seller's fault: item not received, wrong item, damaged, not as described, missing parts, or a service not delivered.
- Return shipping is paid by you in the rarer case where a seller accepts a return that is not their fault, such as a discretionary change-of-mind return. The amount is the courier's rate for that route and is shown inside the claim before you confirm.
- Refund processing charge. GILATBC withholds up to 3% of the refunded amount. This covers the payment-processing fee our payment partner charges on the original collection, which is not returned to us when a payment is refunded. The exact amount appears on your claim before you accept the resolution.
- There is no restocking fee, and no charge for filing a claim.
Refunds
- Approved refunds are returned to the original payment method. We cannot refund to a different card, account or wallet.
- Refunds appear within 5–10 business days of approval, depending on your bank or card issuer. Nigerian bank transfers usually clear faster than international cards.
- Where you paid partly from your GILATBC wallet, the wallet portion returns to your wallet and the remainder to your card or bank.
- Replacements are dispatched by the seller once the claim is resolved, with a new Estimated Delivery Date.
Cancelled And No-Show Bookings
- If a service provider cancels, or fails to attend a booking you checked in for, you receive a full refund with no deductions.
- If you book a service and do not check in, the booking is cancelled once the grace period expires and you are refunded minus the no-show fee disclosed on the listing before you paid. Where no rate is configured, you are refunded in full.
- Subscriptions cancel at the end of the current billing period. Where a provider fails to deliver a subscribed service, you may claim a pro-rata refund for the unused part of that period.
Faulty Goods And Your Statutory Rights
Nothing in this policy limits your rights under the Federal Competition and Consumer Protection Act 2018, or under any other law that applies to you. Where the law gives you a stronger remedy than this policy does, the law applies.
Contact
Email: [email protected] Contact page: gilatbc.com/contact Help centre: gilatbc.com/help