Return Policy

At TILLIV, we are committed to delivering quality and ensuring you're completely satisfied with your purchase. Every product is carefully inspected and undergoes rigorous testing prior to shipping. Therefore, we recommend that you read our Returns, Exchanges, and Cancellations Policy before making a purchase from TILLIV, so that you are familiar with our policy and your rights under the Consumer Protection (Fair Trading) Act 2003.

Need help? Email support@tilliv.com and we’ll be happy to answer any of your questions.

 

Return Policy:

If you change your mind for any reason, you may request a return for any product(s) within 30 days of receiving your delivery. Please note that the following product(s) are not eligible for returns and are non-returnable/non-refundable:

  • Pre-order product(s)
  • Gift cards or vouchers
  • Any applied discounts
  • All shipping fees, shipping insurance, customs, duties, and taxes
  • Product(s) that are damaged, incomplete (such as missing accessories, documentation, and manuals), or no longer in sellable condition due to customer negligence, misuse, or tampering
  • Only product(s) that have been purchased directly on www.tilliv.com can be returned to us. If your product was purchased from a retail partner, assistance is available directly through that store

In rare situations, we reserve the right to deny returns. Once approved, administrative fees apply. See details at the bottom of this page.

 

 

Conditions applying to Closed Product Box Returns: 

  •  IMPORTANT TO NOTE: Closed Product Box must be unopened and seal intact. This refers to the original factory seal as it was first received, not resealed packaging using glue, tape, or any other material.
  • All product(s) must be returned unused, undamaged, and in their original condition and packaging. Opening boxes to test or handle the product will be considered as Opened Product Box(s) returns and cannot be accepted as Closed Product Box(s) returns. 
  • If your return meets the conditions above, you may return it to the TILLIV US Warehouse in California, United States. 

 

Conditions applying to Opened Product Box Returns: 

  • IMPORTANT TO NOTE: Opened Product Box refers to any product that has its product box original factory seal removed. This includes opened product box(s), box(s) resealed in any way using glue, tape, or any non-original material, or product(s) with missing packaging, accessories, or manuals.
  • Consumables such as lubricant wipes, zipper gel, and performance kits are not eligible for Opened Product Box returns.
  • All product(s) are rigorously tested when new. In the same way, products in this category will be assessed by our team to determine their return condition and eligibility. Thus, we charge an assessment/testing, handling, and restocking fee that may apply.  See details at the bottom of this page.
  • If your product(s) meet the conditions above, you have to return them to the TILLIV Service Center in Singapore.

 

Returns Shipping Cost

Customers are responsible for all return shipping costs to send the return product(s) to TILLIV, including any applicable customs duties, taxes, and shipping insurance. 

Once your return has been approved, the product(s) must arrive at our warehouse within 30 calendar days. To help ensure a smooth return, we recommend using a trackable shipping method and purchasing shipping insurance.

Kindly ensure your return reaches us safely, as receipt of the product(s) is your responsibility. Please note that TILLIV cannot be held responsible for any returns that are damaged, delayed, lost, or held at customs during transit.

 

Applying for a Return:

  1. To initiate a return, scroll to the bottom of this page and click on "Begin Returns / Warranty Claim Process".
  2. Fill in the form and submit upon completion. Please ensure that you follow the instructions carefully, especially regarding the type and size of your photo of the receipt. 
  3. TILLIV Service Center will review your request to return the product(s) to us at the earliest opportunity. Potential reasons for denial are (but not limited to) the following:
    • More than 30 days have lapsed since receipt of delivery.
    • Conditions applying to Product Returns are not met.
    • Order(s) could not be found in your account.
  4. Once approved, you will receive an email with instructions on how to return your product(s) to our Return facility. Prepare your package and ship the product(s) back to us. Note: Depending on your location and the condition of the return, our team may direct you to return the product(s) to either our US Warehouse or Singapore Service Center. Please review the accepted return conditions for each product listed above.
  5. TILLIV US Warehouse only accepts returns for 'Closed Product Box' condition (see definitions above). Product(s) returned with Open Product Box(s) condition may be rejected at our sole and absolute discretion.
  6. It is important to note that you are responsible for return shipping costs, insurance (where applicable), ensuring the product(s) are securely packaged to prevent damage in transit, and providing a valid tracking number. TILLIV does not provide return shipping labels.
  7. Once you have shipped your package, please send the tracking number along with your order number to support@tilliv.com.
  8. After we receive your returned product(s), we will carefully inspect the product(s) to ensure that everything is in order.
  9. Assuming all conditions are met, refunds will be issued to your original form of payment; administrative fees apply. Allow 2 – 4 weeks (occasionally up to 6 weeks during peak periods) for this process to be completed.

 

Product Exchange(s):

To exchange a product, please submit a return request and place a new order separately. Full details can be found in the Return Policy section above.

 

Changes to your order:

If your order has not yet been processed, we are able to assist with changes as long as the revised total is equal to or greater than the original value. Reach out to us at support@tilliv.com with your order number, and we will take it from there.

We are unable to make any changes once an order has been processed or shipped.

Note that promotional codes must be applied at checkout and cannot be added retrospectively. We recommend reviewing your order carefully before completing the payment process.

 

Cancellation:

If your order has not been shipped and you would like to cancel, please email us at support@tilliv.com with your order number, and we will be happy to assist you. Administrative fees apply. We cannot cancel pre-orders, orders with express shipping, or any order that has been processed or shipped.

 

Outstanding Balances and Order Shipment

All orders are subject to payment verification and approval. TILLIV reserves the right to withhold processing or shipment of new orders if there are any outstanding balances or unpaid invoices associated with your account. Orders will only be released once all previous payments have been settled in full. If there is any unpaid or overdue balance, we will notify you accordingly, and your current order will remain on hold until payment is received. We appreciate your understanding and support in maintaining a smooth and timely order process.

 

Administrative Fees:

For Closed Product Box returns, a 10% restocking fee is applied based on the product’s original price, before discount. 

For Opened Product Box returns, fees (for assessment / testing, handling, and restocking) may vary depending on the condition of the product, packaging, and accompanying accessories. In most cases, a 15% fee based on the product’s original price (before discount). In rare instances where the product shows visible signs of wear, fees may be charged up to 70% of the product’s original price (before discount). 

TILLIV reserves the right to reject any return if the product(s) is damaged, for example, but not limited to broken zippers, damaged seams, punctures, discoloration, visible dents, and scratches.

For cancellations / refunds prior to product(s) dispatch, a 4% credit transaction fee and a 4% administrative fee apply to the total purchased amount.

 

Begin Returns / Warranty Claim Process