Order Cancellation and Modification Policy

We process and ship all orders very quickly, which is why we cannot guarantee any modification or cancellation once your order has been placed.

If you wish to modify or cancel your order, please contact our customer service department as soon as possible by email at contact@tilowy.com. We will do our absolute best to modify or cancel your order if it has not yet been processed in our warehouse.

To expedite the handling of your request, please include "Cancel my order" in the subject line of your email, and state your full name and order number in the body of the email.

Return and Refund Policy

If your order has already been shipped, do not worry; you can still make a return to receive a refund, subject to the rules outlined below.

Our refund policy lasts 30 days. If more than 30 days have gone by since the delivery of your purchase, unfortunately, we cannot offer you a refund or an exchange.

To complete your return, you must provide a receipt or proof of purchase.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund request.

 

If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within one week.

 

Refunds for shipping costs are only possible in the event of cancellation prior to the shipment of the package.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, please follow these steps:

  1. Check your bank account again.

  2. Contact your credit card company; it may take some time before your refund is officially posted.

  3. Contact your bank. There is often some processing time required before a refund is posted.

If you have completed all of these steps and you still have not received your refund, please contact us at contact@tilowy.com.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@tilowy.com.

Shipping

To return your product, you must contact us by email at contact@tilowy.com. We will provide you with the return procedure and the address of our authorized fulfillment warehouse.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. You will be responsible for paying your own shipping costs to return your item.

Returned items remain your responsibility until they reach us. If you are shipping an item valued over €50, we advise using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

RIGHT OF WITHDRAWAL (In accordance with European legislation)

In accordance with Directive 2011/83/EU and applicable consumer defense laws, you have a period of 14 calendar days from the receipt of your order to exercise your right of withdrawal without providing any justification.

Additionally, we offer an extended 30-day guarantee so you can test the product with complete peace of mind.

To exercise your right of withdrawal, you must notify us of your decision to withdraw from the contract via an unequivocal statement sent to contact@tilowy.com, indicating:

  • Your full name

  • Your postal address

  • Your order number

  • The order date and date of receipt

  • Your signature (only if this notification is submitted on paper)

You may use the model withdrawal form below, although its use is not mandatory.

Consequences of withdrawal:

We will refund all payments received from you, including delivery costs (with the exception of supplementary costs resulting from your choice of a delivery method other than the least expensive standard delivery method offered by us), without undue delay and, in any case, no later than 14 calendar days from the day we are informed of your decision to withdraw. We will issue the refund using the same payment method used for the initial transaction, unless you have expressly agreed otherwise.

MODEL WITHDRAWAL FORM

(Complete and return this form only if you wish to withdraw from the contract)

To the attention of tilowy.com – contact@tilowy.com:

I hereby notify you that I withdraw from my sales contract for the following item:

  • Product: _______________________

  • Ordered on: _______________________

  • Received on: _______________________

  • Consumer Name: _______________________

  • Consumer Address: _______________________

  • Date: _______________________

  • Consumer Signature (only if submitted on paper): _______________________

COMPLAINTS

In accordance with current regulations, complaint forms are available to consumers. To file a complaint, you may: