Return Policy

At TILLIV, we want our customers to be completely satisfied with their purchases. Therefore, we recommend you read our Returns, Exchanges and Cancellations Policy prior to you making a purchase from TILLIV, so that you are familiar with our policy and your rights under the Consumer Protection (Fair Trading) Act 2003.

 

If you have any questions about this policy, please contact Customer Service at support@tilliv.com.

 

Return Policy:

For any reason, you change your mind, you may apply for a return of any undamaged product(s) within 14 days of receipt of delivery. No questions asked. Non-returnable / non-refundable product(s) that are excluded from the Return Policy:

  • Pre-orders
  • Gift cards or vouchers
  • Any applied discounts
  • All shipping fees, shipping insurance, custom, duties and taxes
  • Only product(s) that have been purchased directly on www.tilliv.com can be returned to us. For product(s) purchased from our retail partners, please reach out to your store of purchase.

 In rare situations, we reserve the right to deny returns. Administrative fees apply.

 

Conditions applying to Sealed Product Box, ‘As New’ Returns: 

  • IMPORTANT TO NOTE: Product(s) box(s) must be unopened and seal intact
  • All product(s) packaging, documentation (e.g. original boxes, product(s) labels intact, user manuals, etc), and original accompanying accessories must be returned intact.
  • All product(s) must be returned unused and undamaged in its original condition and must not be in an unsellable condition because of negligence, misuse or tampering.

 

Conditions applying to Opened / Used Product Returns: 

  • If you cannot return a product(s) in a sealed product(s) box, in an “as new” condition, our returns team will assess the condition of the returns.
  • All product(s) are rigorously tested when new. In the same way, we assess each product upon return. Thus, we charge an assessment / testing, handling and restocking fee that may apply up to 70% of the value of the product(s).

 

Product(s) Damage

TILLIV is not obliged to accept any returned product(s) that, as a result of customer negligence, misuse or tampering, is damaged, has missing parts and is no longer in a sellable condition.

 

Returns Shipping Cost

You are responsible for the shipping costs for your return. This includes any customs, duties, taxes and shipping insurance.

Once your return application is approved, product(s) must be received by our warehouse within 30 calendar days. TILLIV will not be responsible for product(s) that are damaged / lost / delayed / stuck at customs etc during the returns process. We recommend using a trackable shipping service and purchasing shipping insurance. It is your sole responsibility to ensure we receive your return product(s).

 

Applying for a Return:

  1. To initiate a return, scroll to the bottom of this page and click on "Begin Returns Process".
  2. Fill in the form and submit upon completion.
  3. TILLIV Service Centre will review your request to return the product(s) to us within 2 business days. Potential reasons for denial are (but not limited to) the following:
    • More than 14 days have lapsed since reciept of delivery
    • Conditions applying to Product Returns are not met
    • Order(s) could not be found in your account
  1. Once approved, you will receive an email with instructions on how to return your product(s) to our Service Centre. Prepare your package and ship the product(s) back to us. TILLIV Service Centre location may differ from where your product(s) may have shipped from.
  2. Once you have shipped your package, please send the tracking number along with your order number to support@tilliv.com.
  3. After we receive your returned product(s), we will carefully inspect to ensure that everything is in order.
  4. Assuming all conditions are met, refunds will be issued to your original form of payment, administrative fees apply. Please allow 2 – 4 weeks (occasionally up to 6 weeks during peak periods) for this process to be completed.

 

Product Exchange(s):

For exchange of product(s), please submit a return request and place a new order. Refer to “Return Policy” for more information.

 

Changes to your order:

If your order has not been processed, we can make changes to your order that is equivalent or higher than the initial order value. Please email us at support@tilliv.com with your order number and we will be able to assist you. We cannot make changes to an order than has been processed.

 

Cancellation:

If your order has not been shipped, and you would like to cancel your order, please email us at support@tilliv.com with your order number and we will be able to assist you. Administrative fees apply. We cannot cancel pre-orders, orders with express shipping or any order than has been processed by the warehouse.

 

Administrative Fees:

For Sealed Product Box, “As New” returns, a 10% restocking fee applies. For Opened / Used Product Returns, an $8 USD assessment and re-testing fee applies for each product(s) in addition to handling and restocking fees. Depending on the condition of the product, packaging, accompanying accessories, fees may apply up to 70% of the value of the product(s). For cancellation / refunds prior to product(s) dispatch, a 4% credit transaction fee and 4% administrative fee applies to the total purchased amount.

 

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