Returns & exchanges
In the event you are not fully satisfied with the merchandise you have purchased online, you have the option to return the item(s) directly to the manufacturer. You have 30 days from the receipt of the online shipment to return any item for credit or exchange, provided the merchandise is still tagged, unused, in original condition, and is returned in the original shipping container.
RETURN OR EXCHANGE AN ITEM THROUGH TILOS
Please note: If you purchased your product through an authorized Tilos dealer, please return it there. Tilos stores cannot, unfortunately, accept returns of products purchased from tilos.com or by phone. Also, Tilos does not accept returns of Tilos products purchased from unauthorized retailers. If you ordered a product from tilos.com and feel it just isn’t right for you:
1. Create a return label here using your Tilos Invoice Number (number on your Tilos Invoice that is emailed with your shipping confirmation) and your zip code.
2. Package up your item securely. Remove any previous shipping labels from the box.
3. We’ll process your return once we receive the original items. You’ll receive an email confirmation letting you know that the process is complete.
4. Have additional questions? Reach out to us! Please contact our team at firstname.lastname@example.org and we’ll do our best to help in any way we can.
Returns can manually be sent to:
ATTN: Returns and Exchanges
146 Atlantic Street
Pomona, CA 91768
Customers are responsible for shipping costs unless the product is defective or an error has occurred when filling the order. Cost of shipping will be deducted from the refund total. 10% processing fee will be added to returns over $100.
If you are sending your returns back manually, Tilos strongly recommends that you use a traceable method such as UPS, FedEx or USPS for return shipment in order to ensure and track the return of your merchandise. Tilos is not responsible if your shipment is lost in return transit.
CREDIT CARD REFUNDS
Upon the manufacturer’s receipt and verification of return, you will be issued a credit to the credit card used for purchase or an exchange within 5 business days, provided the items(s) were returned in the conditions stated above. It may take up to 30 days to be visible on your credit card statement. All other returns are subject to approval. Refunds to the credit card will be from Tilos, Inc.