Subscription Policy

Choosing a subscription

A subscription is a recurring purchase, rather than a one-time order. The available products, pack sizes and delivery intervals are displayed with the subscription option.

Please review the selected plan and recurring payment details before completing checkout. Buying a bundle does not by itself create a subscription; recurring billing applies when you select and authorise a subscription plan.

Recurring charges and payment authorisation

By completing checkout for a subscription, you authorise Retili and its payment service providers to collect recurring payments using your chosen payment method, according to the terms and schedule disclosed at checkout.

The first payment is collected as shown at checkout. Subsequent payments are collected according to your plan's billing schedule. Any applicable taxes or other charges will be disclosed as required. Please keep your payment information up to date.

Managing your subscription

If your subscription confirmation includes a management link, you can use it to access the options available for your plan. Subscription controls may also be available through your customer account.

If you cannot find a management link or need help making a change, email support@retili.com using the email address associated with your subscription. Include your order number if available. We may ask for information needed to locate and verify your subscription.

Cancelling future renewals

You can cancel future subscription renewals at any time. Use the cancellation control in your subscription management area where available, or email support@retili.com with a clear request to cancel. There is no subscription cancellation fee.

To prevent the next renewal charge, cancel before that payment is processed. We will apply your cancellation to future unprocessed renewals and send confirmation. Contact us if you need help confirming that your subscription has ended.

Cancelling future renewals does not automatically cancel or refund an order that has already been charged. For a recently charged order, contact us as soon as possible. Your refund and statutory cancellation rights remain available.

Pausing, skipping or changing a delivery

Pause, skip, quantity and schedule changes may be available depending on your subscription plan. Use the options shown in your management area or contact our support team to ask about the changes available for your plan.

A requested change must take effect before the relevant renewal payment is processed to alter that renewal. If an order has already been charged or dispatched, we will explain the available next steps.

Subscription pricing and discounts

Any subscription discount is displayed with the offer. An introductory or first-order promotion applies only for the period described in that promotion. Please review the recurring price rather than assuming an introductory price applies to every renewal.

If we propose a change to your recurring price or other material subscription terms, we will notify you before it takes effect and explain your options, including cancellation before the affected renewal. We will obtain additional consent where required by law.

Failed payments and product availability

If a renewal payment fails, our payment or subscription service may attempt to collect it again. Your shipment may be delayed or your subscription paused or cancelled if payment cannot be completed.

If a subscribed product becomes unavailable, we will contact you about the available options. We will not substitute a different product without your agreement. If we cannot fulfil an order that has been paid for, we will refund the payment for the unavailable items.

Shipping and delivery

Subscription shipments qualify for our free standard worldwide shipping, subject to destination availability. Import duties, taxes or customs fees may apply separately. Your billing interval does not guarantee a specific arrival date. Our Shipping Policy explains delivery estimates, tracking and shipment support.

Returns and our 90-day guarantee

Products received through a Retili subscription are covered by our 90-day money-back guarantee. The guarantee period begins when you receive the relevant shipment. See our Return & Refund Policy for the request process.

Returning a product or requesting a refund does not automatically stop future subscription renewals. Please also cancel your subscription if you do not wish to receive further recurring orders.

Your consumer rights

Nothing in this policy limits your rights under applicable consumer law, including any rights relating to recurring payment authorisation, cancellation, refunds or faulty goods.