Refund & Return Policy – Retilly

At Retilly, customer satisfaction is our top priority. We are committed to providing high-quality products and excellent customer service. If you are not fully satisfied with your purchase, this Refund & Return Policy explains how you can return products or request a refund in compliance with EU and Dutch consumer protection laws.

By purchasing from our website, you agree to the terms of this Refund & Return Policy. Please read carefully to understand the process and requirements.

Return Eligibility

  • Products can be returned within 14 days from the date of receipt (“Right of Withdrawal” under EU law).
  • Items must be unused, in original condition, and with original packaging.
  • Products must be in a resalable condition to qualify for a refund or exchange.
  • Custom, personalized, or hygiene-related items (e.g., skincare, opened cosmetics) may not be eligible for return unless they arrive damaged or defective.

Damaged or Defective Items

If you receive a damaged or defective item, contact our customer support within 48 hours of delivery.
We will verify the issue and provide a replacement or full refund, based on your preference.

How to Initiate a Return

  1. Contact our customer support team at support@retillys.com to request a Return Authorization Number (RMA).
  2. Returns without RMA will not be processed.
  3. Pack the product securely to avoid damage during transit.

Return Shipping Costs

  • If you return an item because of a change of mind, you are responsible for return shipping costs.
  • If the return is due to a defective or incorrect item, we will provide a prepaid return shipping label.

Refund Policy

  • Refund requests are processed within 3 business days after receiving and inspecting the returned item.
  • Refunds are issued within 14 business days to your original payment method.
  • Additional processing time may be required by your bank or payment provider.

Non-Refundable Items

The following items are not eligible for return or refund (unless defective):

  • Opened or used hygiene products (e.g., skincare, shower gel).
  • Custom or personalized products.
  • Clearance or final sale items.

Exchange Policy

We offer exchanges for the same product if it arrives defective, damaged, or if the wrong item was delivered.
Exchange requests must be made within 14 days of delivery and depend on product availability.

Order Cancellation

Orders can be canceled before they are processed or shipped.
If the order has already been shipped, you must follow the standard return procedure.

Proof of Purchase

All returns or refunds must include a valid proof of purchase (order number or receipt).

Responsibility for Lost Packages

If you arrange your own return shipping and the package is lost in transit, we are not responsible.
We recommend using a trackable shipping service.

Legal Rights

This Refund & Return Policy complies with EU Consumer Rights Directive and Dutch consumer protection laws.
Nothing in this policy affects your statutory rights.

For Assistance

Phone: +12126827858
Email: support@retillys.com
Address: Steegstraat 5, 6041EA Roermond, Limburg, Netherlands