Refund policy
Returns & Refunds Policy
We’re a small business (1-2 employees) that puts great care into every product we create. Most of our pieces are made-to-order or fully bespoke, and we want you to love them as much as we loved making them.
That said, we understand that sometimes things don’t go as planned - so here’s how our returns and refunds work.
Custom & Bespoke Items
Because our bespoke and made-to-order products are created specifically for you, we can’t accept returns or offer refunds on these items.
This includes any product from our catalogue that has been modified or customised at your request during the ordering process.
Standard Items
We accept returns for standard (non-customised) items.
To start a return, please email us at hello@tiliacreations.com within 14 days of receiving your order. Include your order number and reason for return, and we’ll guide you through the process.
Returned items must be:
- In their original condition, unused and uninstalled
- Complete with all fittings, accessories, and packaging
- Packed securely, strapped to the original pallet (if applicable) for transit
Once we receive and inspect the return, we’ll process your refund within 1-3 business days. The refund will be issued to your original payment method, minus the cost of return shipping.
Damaged or Faulty Items
If your order arrives damaged, please do not accept the delivery - the courier will return it to us automatically.
If the damage isn’t visible until after delivery, contact us within 48 hours of receiving your order with photos of the item and packaging.
We’ll work with you quickly to arrange a replacement or full refund, depending on your preference.
Non-Returnable Items
For clarity, we cannot accept returns or refunds on:
- Custom-made or bespoke products (If we made a mistake or the item(s) arrived damaged, we'll cover all costs and sort a replacement or full refund)
- Sale or discounted items
- Gift cards or vouchers
- Samples or display pieces
Exchanges
We currently don’t offer direct exchanges. If you’d like a different product, please request a refund for your original order and place a new one.
International Orders
If you’re outside the United Kingdom, please note that international returns may be subject to additional customs charges or fees, which are the responsibility of the customer.
Contact
If you have any questions or concerns about your order, reach out to us at hello@tiliacreations.com - we’re always happy to help.