Refund policy
Returns, Exchanges, and Refunds
At Retilier, we want every customer to feel confident about their purchase. Please review the conditions below before requesting a return, exchange, or refund.
1. Returns
Return Request Deadline
For customers located in the United States and other regions where no longer mandatory period applies, return requests must be submitted within 7 calendar days after the order has been delivered.
Customers located in the European Union, European Economic Area, or United Kingdom may exercise their applicable statutory cancellation or withdrawal rights within 14 calendar days after receiving the order.
Nothing in this policy limits any mandatory consumer rights provided by the laws of the customer’s country or region.
Return Eligibility
To qualify for a return, the item must:
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Be unworn, unwashed, and unused, except for reasonable inspection or trying on
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Be free from stains, odors, alterations, damage, or signs of wear
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Include all original tags and accessories
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Be returned in its original packaging whenever reasonably possible
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Meet the return deadline applicable to the order
To request a return, contact:
Please include:
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Your order number
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The item you wish to return
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The reason for the return
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Photos or videos when the item is damaged, defective, or incorrect
Customers must contact Retilier before sending any item back. Return instructions and the applicable return address will be provided after the request has been reviewed.
Items returned without prior authorization may be refused or may experience processing delays.
Return Shipping
Unless the return is caused by an incorrect, damaged, or defective product, return shipping costs are the customer’s responsibility, except where otherwise required by applicable law.
Customers should use a trackable shipping service and retain proof of shipment. Retilier is not responsible for returned packages that are lost, damaged, or delivered to an incorrect address.
When the return is caused by an error made by Retilier, we will provide return instructions and cover the reasonable return shipping cost whenever a physical return is required.
Non-Returnable Items
The following items are generally not eligible for return, except where required by law:
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Gift cards
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Free gifts or promotional items
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Items clearly marked as final sale
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Items that have been worn, washed, altered, damaged, or used
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Items returned without their original tags
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Items that present stains, odors, pet hair, makeup marks, or other signs of use
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Requests submitted outside the applicable return period
Products manufactured or fulfilled on demand are not automatically excluded from returns unless they have been personalized, customized, or manufactured according to customer-specific instructions.
Products Fulfilled on Demand
Some Retilier products are manufactured, prepared, or fulfilled on demand.
Because of this, these products may require additional production time before shipment, as described in our Shipping Policy.
The additional production time required for made-to-order products is considered part of the normal fulfillment process and does not constitute a shipping delay or fulfillment defect.
Customers are encouraged to review the estimated processing times provided on the relevant product page before placing an order.
2. Exchanges
Damaged, Defective, or Incorrect Items
An exchange or replacement may be provided when an item:
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Arrives damaged
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Has a confirmed manufacturing defect
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Is different from the product ordered
The customer must contact Retilier within 7 calendar days after delivery and provide clear photos or videos showing the issue.
Once the request has been approved, Retilier may provide a replacement, exchange, store credit, or refund, depending on the circumstances, product availability, and applicable consumer law.
Approved replacements for damaged, defective, or incorrect items will be provided at no additional cost to the customer.
Size Exchanges
Exchanges requested because of size or fit preference:
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Are subject to product availability
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Are not guaranteed
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Must meet the return eligibility conditions
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May require the customer to cover return and replacement shipping costs
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Must be requested within the applicable return period
Customers are strongly encouraged to review the size chart provided on each product page before placing an order.
If the requested replacement size is unavailable, Retilier may offer store credit, another available item, or a refund when applicable.
Replacement Without Return
Replacement Without Return
At Retilier, our goal is always to provide the fastest and most convenient solution for our customers whenever possible.
In certain situations, Retilier may, at its sole discretion, offer to send a replacement product without requiring the customer to return the original item.
This solution may be offered when:
• Returning the original product would be impractical or disproportionately expensive
• The product has a confirmed defect, damage, or fulfillment issue
• A replacement provides a faster and more appropriate resolution
• The circumstances indicate that a return is unnecessary
When this option is offered:
• The customer may keep the originally received item
• The replacement is subject to product availability
• The solution may be limited to one replacement per order
• Acceptance of the replacement will generally be considered a full resolution of the original request
Accepting a replacement does not limit or waive any mandatory consumer rights provided under applicable law.
3. Refunds
Refund Approval
Refunds may be issued when:
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An eligible return has been received and approved
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A damaged, defective, or incorrect item cannot reasonably be replaced
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The ordered product is unavailable
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The order cannot be fulfilled or delivered
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A refund is required under applicable consumer law
When a returned product is required, it will be inspected after delivery to the return location.
The customer will be notified by email when the return has been approved or rejected.
Retilier may deny or reduce a refund when the returned product does not meet the conditions of this policy, shows signs of use beyond reasonable inspection, or has lost value due to damage caused by the customer, where permitted by law.
Refund Processing Time
Approved refunds will be issued to the original payment method within 7 to 10 business days after approval.
After Retilier issues the refund, additional processing time may be required by the customer’s bank, credit card company, or payment provider. Retilier does not control the processing time of financial institutions.
Shipping Charges
Original shipping charges are generally non-refundable, except when:
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The order was incorrect, damaged, or defective
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The order was not delivered
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Retilier made a fulfillment error
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A refund of standard delivery costs is required by applicable consumer law
Premium, expedited, express, or upgraded shipping costs are non-refundable unless the shipping service was not provided as promised or applicable law requires otherwise.
Promotional Orders and Free Gifts
When an order includes a free gift or promotional item, the customer may be required to return the promotional item together with the qualifying products.
If the promotional item is not returned, Retilier may deduct its stated retail value from the refund, where permitted by law and where the condition was clearly disclosed as part of the promotion.
Canceled Orders
Orders may only be canceled before fulfillment or production has begun.
Because some Retilier products are prepared or fulfilled on demand, cancellation cannot be guaranteed after an order has entered processing or production.
If an order can no longer be canceled, the customer may request a return after delivery under the conditions of this policy.
4. Alternative Resolutions
Depending on the circumstances, Retilier may offer:
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A replacement product
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An exchange
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Store credit
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A partial refund
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A full refund
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A replacement without requiring a return
The customer is not required to accept an alternative resolution when a monetary refund or another remedy is required under applicable consumer law.
5. Contact Us
For questions or requests regarding returns, exchanges, or refunds, contact:
Please include your order number and a clear description of your request so our support team can assist you efficiently.