Since 19 June 2026, EU law (Directive 2011/83/EU as amended by Directive (EU) 2023/2673) requires online sellers to provide a clearly visible way for consumers in the European Union to submit a request to withdraw from a purchase within 14 days. This page is that channel for Gavilani.
Before you submit a request
Please read our Refund Policy first. Every Gavilani hat is made to order to the size, color and ribbon you chose before it was woven. Under Article 16(c) of Directive 2011/83/EU, goods made to the consumer's specifications or clearly personalized are exempt from the 14-day right of withdrawal. Because of this, most withdrawal requests for our products will not be eligible — but you're welcome to submit one, and we will review it individually rather than deciding in advance.
How to submit a withdrawal request
Send an email to info@gavilani.com with the subject line "EU Withdrawal Request", including:
- Your full name
- Your order number
- The date you placed the order and the date you received it
- A short statement that you wish to withdraw from the purchase
What happens next
We will confirm receipt of your request by email within 2 business days. We will then review whether your order qualifies for the 14-day right of withdrawal under applicable law (in practice, this depends on whether the item was made to your specifications) and let you know the outcome. If your request is eligible, we will process it in accordance with EU law. If it's not eligible because the item was personalized for you, it will instead be handled under the exceptions described in our Refund Policy (for example, our defective/damaged/incorrect-item remedy).
Questions
If you have questions about this process, contact us at info@gavilani.com or by mail at Av. Las Américas y Av. El Rey S/N, Ambato EC180101, Ecuador.