Refund policy

 

Return and Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

Return eligibility

For health and hygiene reasons, TILI kits containing personal-care or beauty products are eligible for return only if the entire kit is unopened, unused, unaltered, complete, and in its original sealed packaging.

Opened, used, altered, incomplete, or partially returned kits cannot be accepted. You will also need your receipt or proof of purchase.

Starting a return

To request a return, contact us at lynn@tilitravelkit.com.

If your return is accepted, we will provide the return address and instructions for sending your order back. Items returned without prior authorization will not be accepted.

Unless the return is due to a defective, damaged, or incorrect item, the customer is responsible for return-shipping costs. Original shipping charges are non-refundable.

You can contact us with any return questions at lynn@tilitravelkit.com.

Damages and incorrect orders

Please inspect your order when it arrives. Contact us promptly if an item is defective or damaged, or if you received the wrong item, so we can evaluate the issue and make it right.

Please include your order number and photographs showing the issue when possible.

Non-returnable items

Custom or personalized items cannot be returned.

Sale items and gift cards are final sale and cannot be returned or refunded.

Please contact us before returning anything if you have questions about whether your order is eligible.

Exchanges

We do not process direct exchanges. The fastest way to receive a different item is to return the eligible item you purchased and place a separate order after the return has been approved.

European Union 14-day cooling-off period

If an order is shipped into the European Union, you may have the right to cancel or return the order within 14 days of receiving it, without providing a reason, subject to applicable law.

Items must be returned in the condition in which they were received, unused, complete, and in their original packaging. Hygiene-related exclusions may apply after sealed personal-care goods have been opened.

Refunds

We will notify you after we receive and inspect your return and tell you whether the refund has been approved.

If approved, the refund will be issued automatically to your original payment method within 10 business days. Your bank or credit-card company may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, contact us at lynn@tilitravelkit.com.