Refund Policy

Returns and Refunds Policy

Last updated: 19 June 2026

At Tilann, your satisfaction is our priority. We want you to love every purchase you make with us. If for any reason you are not completely happy with your order, we are here to help. Please read this policy carefully to understand your rights and our returns process.

1. Your Statutory Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order and return your item(s) within 14 days of receiving them, without giving any reason. This is your statutory cooling-off period.

To exercise this right, you must notify us of your decision to cancel before the 14-day period expires, clearly stating your order number and intent to return.

2. Our Extended Returns Window

In addition to your statutory rights, Tilann offers an extended commercial returns window of 90 days from the date you receive your order. This means you have 90 days from delivery to request a return, which exceeds the minimum 14-day legal requirement.

No restocking fees or handling charges will be applied. All items are eligible for return within this period, provided the conditions below are met.

3. Return Conditions

To be eligible for a return, your item must meet the following conditions:

The item must be returned within 90 days of the delivery date.
The item must be unused, unworn and in its original condition.
The item must be returned in its original packaging, with all tags and accessories included.
You must provide proof of purchase (your order confirmation email or order number).

Items that show signs of use, damage caused by the customer, or that are returned without original packaging may not be accepted for a full refund. If an item is returned in a condition that does not meet the above criteria, we will contact you to discuss the available options.

4. Faulty or Incorrect Items

If you receive an item that is faulty, damaged on arrival or not as described, you are entitled to a remedy under the Consumer Rights Act 2015. In this case:

You may request a repair, replacement or full refund.
Please contact us within 30 days of receiving the item for a full refund in the first instance.
After 30 days and up to 6 months, we will offer a repair or replacement in the first instance, unless either remedy is impossible or disproportionate.
The statutory guarantee covers manufacturing defects for up to 2 years from the date of purchase.

Please contact us at hello@tilann.co.uk with photos of the fault or damage and your order details, and we will resolve the matter promptly.

5. How to Request a Return

To initiate a return, please follow these steps:

Contact us by email at hello@tilann.co.uk with your order number, the item(s) you wish to return and the reason for the return.
We will respond within 2 business days with return instructions and a prepaid return shipping label.
Pack your item securely in its original packaging and attach the prepaid label.
Drop the parcel off at the designated carrier location indicated on the return label.
Keep your proof of postage until your refund has been processed.

6. Return Shipping Costs

Return shipping is completely free of charge for all eligible returns. We will provide you with a prepaid return label at no cost to you. You will not be charged for returning any item within our policy.

7. Refund Process and Timelines

Once we receive your returned item and confirm it meets our return conditions, we will process your refund as follows:

Refund method: refunds are issued to the original payment method used for your purchase (for example, the same credit card, debit card or digital wallet).
Refund timeline: your refund will be processed within 14 days of us receiving and inspecting your returned item.
Confirmation: we will send you an email confirming that your refund has been initiated.
Bank processing times: depending on your bank or payment provider, the funds may take an additional 3 to 5 business days to appear in your account after we have issued the refund.

No deductions will be made from your refund for any return shipping costs, restocking fees or administration charges.

8. Exchanges

If you would like to exchange an item for a different colour, size or style, please contact us at hello@tilann.co.uk. We will do our best to accommodate your request subject to stock availability. Where an exchange is not possible, we will process a refund so you can place a new order.