Refund policy
Return & Refund Policy
All of our products are made to order, which means we only accept returns for damaged, misprinted, or incorrect items. We do not accept returns due to change of mind or incorrect sizing, so please double-check the size chart and product details before ordering.
Damaged or Incorrect Items
Please inspect your order upon arrival. If your item is defective, damaged, or the wrong item was received, contact us within 30 days of delivery at tomas@tilis.lt. Include:
your order number,
a brief description of the issue,
and at least one photo of the product.
If the return is approved, we will provide return instructions. Unapproved returns will not be accepted.
Non-Returnable Items
As all items are custom made, we do not accept returns or exchanges for:
Change of mind
Incorrect size or color choice
Personalized or made-to-order items
Face masks and other personal hygiene items are non-returnable for health and safety reasons, unless damaged.
Return Address
Do not return items without contacting us first. Returns sent without authorization may be rejected or donated without refund. The return address is determined based on the fulfillment location.
EU Consumer Rights
According to Article 16(c) and (e) of the EU Directive 2011/83, the right of withdrawal does not apply to:
personalized items or items made to order,
sealed hygiene products unsealed after delivery.
Therefore, these products are non-refundable unless defective.
Refunds
If your return is approved and received, we will notify you and issue a refund to your original payment method within 10 business days.
If more than 15 business days have passed since refund approval, please contact us at tomas@tilis.lt.