Returns & Exchanges Policy (Including Cancellations):
If you are not happy with your TILLIV product(s), just send it back within 30 days from the delivery date of your order for a refund (conditions as below).
Return Conditions for Unused Product(s):
- Product(s) must be received in their original packaging, with the outer seal unopened.
- Pre-orders are non-refundable and cannot be cancelled.
- Product(s) must be received by our warehouse within 30 calendar days from the delivery date (all holidays inclusive).
- For example, if the date of delivery was March 1st, we must receive your return by March 30th.
- The cost of shipping the product(s) back to us, including customs, duties and taxes, will be your sole responsibility and is non-refundable. TILLIV will not be responsible for product(s) damaged/lost/delayed during the return shipping process.
- Only product(s) that have been purchased directly on www.tilliv.com can be returned to us.
- In rare situations, we reserve the right to deny returns.
Product(s) Exchanges:
- For exchange of unused product(s), please submit a return request and place a new order. Refer to “Return Conditions for Unused Product(s)” for more information.
Returns Process:
- To initiate a return, scroll to the bottom of the page and click on "Begin Returns Process".
- Fill in the form and submit upon completion.
- TILLIV Service Centre team 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 30 days have lapsed since delivery
- Outer seal on box has been opened
- Product(s) was not sold on our website
- Product(s) could not be found in your account
- Once approved, you will be sent an email to inform you to send your product(s) back to us. Prepare your package and ship the product(s) back to our warehouse.
- Once you have shipped your package, please send the tracking number along with your order number to support@tilliv.com.
- After we receive your returned product(s), we will carefully inspect to ensure that everything is in order. Assuming all above conditions are met, refunds will be issued to your original form of payment less a restocking fee of 15%. Please allow 2 – 4 weeks (sometimes up to 6 weeks during peak periods) for this process to be completed.
Cancellation / Refunds prior to product(s) dispatch:
- If you have purchased the wrong product(s) / size, please email us at support@tilliv.com with your order number and we will be able to assist you if your order has not been shipped.
- If you have a change of mind prior to dispatch, please email us at support@tilliv.com. A 5% credit process fee applies.
- If your order has been shipped, please refer to “Return Conditions for Unused Product(s)” above.
Missing Items:
- If an item is missing from your order, please let us know within 5 days of delivery and we will do our best to assist you.
Administrative Fees:
- A 15% restocking fee is applicable to all return shipments.
- For cancellation / refunds prior to product(s) dispatch, a 5% credit processing fee applies.
