Refund policy
Returns & Refunds
We want you to be genuinely happy with your purchase. If you are not, this page explains exactly how to put it right.
Our 90-day guarantee
You have 90 days from the date your order is delivered to request a refund. This applies even if the bottle is opened and mostly used — skincare takes time to judge, and we would rather you actually gave it a fair trial.
To start a return, email support@retili.com with your order number and a sentence about what did not work for you. We read every one of these; the feedback genuinely shapes the products.
How refunds are issued
Once your request is approved, we refund the full purchase price to your original payment method. Refunds are processed within 3 business days of approval, and your bank or card issuer typically takes a further 5–10 business days to post the money to your account.
Original shipping charges are refunded only when the return is the result of our error — a damaged, defective or incorrect item.
Do I need to send the product back?
For a single bottle, no. Returning a part-used cosmetic costs more in postage than it is worth, so we simply ask you to dispose of it responsibly.
For orders of three bottles or more, we may ask you to return the unopened units. If we do, we will email you a prepaid shipping label — you will never pay return postage on a guarantee claim.
Damaged, defective or incorrect items
Inspect your order when it arrives. If anything is damaged in transit, defective, or simply not what you ordered, email support@retili.com within 14 days of delivery with a photo. We will send a replacement at our cost or refund you in full — your choice, no return required.
Cancelling or changing an order
We aim to dispatch quickly, which leaves a short window for changes. Email us as soon as possible after ordering and we will amend or cancel it if the order has not yet been picked and packed. Once a parcel has shipped, it falls under the returns process above.
Exchanges
The fastest way to exchange an item is to request a refund for the original order and place a new one, so you are not waiting on a return to clear.
What is not covered
- Requests made more than 90 days after delivery.
- Products purchased from a third-party reseller rather than this store. Please contact the seller you bought from.
- Repeat guarantee claims on the same product by the same customer or household. The guarantee is there to remove the risk of trying us once, not to provide an ongoing free supply.
Questions
Email support@retili.com and a human will reply within one business day.