Return & Exchange Policy

     We’re sorry you don’t love your Tilami purchase, but you can return your new and unused merchandise within 30 days after the date of purchase. We appreciate your continued support. 

    Please make sure the item is in the original packaging with all tags intact. Returns are only accepted if the item has not been used. If we find that the item has been used, we have the right to refuse a refund. 

    The customer is responsible for all return shipping costs for Tilami products unless the product is damaged or the wrong product was sent. If it is a product issue, return shipping is at our expense.

Please note the following exceptions to our return and exchange policy:

Below are exceptions. 

• Discounted items are final and cannot be returned or exchanged
• Returned items for refund must have tags still on and be returned in original packaging
• Returned items must have no visible signs of wear or use

To initiate a return or exchange, please complete the following steps:

1. Write an email to our support personnel(email: service@tilamionline.com), certifying the conditions of the items, reason to return or exchange.
2. Tell us the products you wish to return or exchange from your order
3. Print your prepaid shipping label that you will receive by email
4. Send all items back to us using the label provided
5. After we receive the item, we will provide a refund or help to exchange the item.

Additional Information:

1. How long it takes to receive your refund or replacement product?

After we receive the products that are returned, we will refund or help to exchange the item within 1 - 2 days, your refund will be issued back in one to two days, while the replacement product may take 5 - 7 days to reach your place.

2. Any shipping fees the customer will need to pay?

• If the items are received broken, damaged or diseffective, Tilami would cover all shipping fees involved and will provide a free exchange.
• If the items are recieved safe, working and functioning, but our users still wants to return the items, it would be our users to cover the returning shipping fees, thank you for your understanding in this.

3. Any return restocking fees the customer will need to pay?

Our customers doesn't need to pay any restocking fees.

4. How you handle lost or damaged returns?

The lost or damaged returns will be checked by our warehouse and product team members together, and check if the damages are fixable, and eventually we will talk with our customers to provide partial refund depending on the demages.

5. Where do I send the returned items to?

Please contact us: service@tilamionline.com

 

6. Contact information for your business if the customer has more questions?

Conntact Email: service@tilamionline.com

Contact Number: +86 13851715957