Refund policy

We understand that returns or exchanges are sometimes needed.  Please read our Returns Policy below.

All items must be received within 14 days of the original shipment day for a full refund or store credit. You are responsible for the cost of shipping returns unless the return is a result of our own error or item is faulty.  

All items must be returned to us in their original condition:

• All items must be returned with their original packaging.  Items returned without original packaging are not in compliance with our return policy and will be refused.

You should expect to receive your refund within four weeks of giving your package to the return shipper.

Unopened items can be fully refunded up to 14 days from delivery. You’ll need to pay postage if your items aren’t faulty. Returns must arrive back to us within 14 days of your request or the agreement may be affected.

Cancelling an order we haven’t shipped yet? Let us know asap on 01225 967777 or email tilly@tillyandfamily.com if outside office hours.

Cancellations

If you have ordered an incorrect item or have changed your mind, you have 14 days to arrange a return and the value of the goods used towards a replacement product or refunded. After this 14 day period it is possible to arrange a return, however restocking fees may apply and is at our discretion.

You do not have to provide a specific reason for your cancellation. However, a brief explanation will surely help us improve the service we provide to our future customers.

If you cancel, you must return the goods to us at your own expense. You must ensure that the goods are packaged adequately to protect against damage.

If you fail to take reasonable care of goods before they are returned back to us, and this results in damage or deterioration of the items, we will have no choice but to charge you for the reduction in value.

Please be aware that returns can take up to 28 days to complete processing.

This cancellation policy does not affect your legal rights, for example, if goods are faulty or not described properly.

Goods Damaged in Transit

If any goods were damaged in transit, we ask that you report it to us within 3 working days (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, it’s best to sign the carrier’s delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once item is received, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs (if you were asked to return items yourself).

Faulty Goods 

If there is a problem with the item you receive, please contact us to obtain a replacement or a refund. We will deal with the matter promptly, in accordance with your legal rights.

Hopefully you will be very happy with your purchase but if there is anything wrong, we have you covered.