Return & Refund Policy

How to request a return or refund

Email support@retili.com and include:

• Your order number.
• The email address used at checkout.
• The product you are contacting us about and a brief description of your request.

We will explain the next steps and provide return instructions if a return is required. A description helps us assist you; it does not remove any right you may have to cancel without giving a reason under applicable law.

Before sending an item back

Please contact us before returning an item so we can provide the correct return address and explain any applicable return shipping arrangements. The address printed on your parcel or listed as our office may not be the return address.

If a return is needed, keep your proof of postage and any tracking details until your request has been resolved. Free outbound shipping does not automatically include a prepaid return label. This does not affect any return shipping rights you have under applicable law.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or incorrect, email us with your order details. Where possible, include photos of the product and packaging to help us investigate.

We will arrange an appropriate remedy, which may include a replacement or refund, in accordance with your applicable consumer rights. The 90-day guarantee does not shorten any legal rights you may have for faulty or misdescribed goods.

How refunds work

We will notify you when your refund is processed. Refunds are issued to the original payment method without undue delay and within any time limits required by applicable law.

Your bank or payment provider may take additional time to display the refund. If you need help checking its status, email us with your order number.

Order changes and cancellations

To request an order change or cancellation, contact us as soon as possible. If your order has already been dispatched, we may be unable to stop the shipment. We will explain the available return or refund steps. This does not limit any statutory cancellation rights.

Subscription orders

Products received through a Retili subscription are also covered by our 90-day money-back guarantee. The 90-day period begins when you receive the relevant shipment.

A return or refund request for an existing order is separate from cancellation of future subscription renewals. For help stopping future renewals, contact support@retili.com.

Your consumer rights

Our money-back guarantee is additional to your statutory rights. Nothing in this policy limits any cancellation, return, refund or other rights available to you under applicable consumer law.