Return & Refund Policy
You have 90 days to send an item back, return shipping is on me, and anything faulty gets replaced free.
Last updated: May 2026
90 Days to Change Your Mind
Every item is made to order for your exact device, but you still get a full 90 days from delivery to send it back. Returns go by mail and return shipping is free — I’ll email you a prepaid label, so you’re not out of pocket for changing your mind.
When I’ll Always Replace or Refund
Some things shouldn’t cost you a return at all. If any of these happen, I’ll send a free replacement — no need to post the original back first:
- Cracked or defective cases — a case that arrives damaged, split or badly finished.
- Misaligned prints — artwork that’s off-centre, cut off, or doesn’t line up with the camera and button cut-outs.
- Wrong model or finish shipped — you ordered a Tough Matte for one phone and something else turned up.
- Duplicate charge — you were accidentally billed twice for the same order.
What Isn’t Covered
- Returns started after 90 days — once the window closes I can’t take an item back, though it’s always worth emailing me.
- Accidental damage after delivery — drops, scratches and everyday wear aren’t manufacturing faults, so they don’t qualify for a free replacement.
- Customs charges and import duties — these are charged by your own country and can’t be refunded by me.
- Ordered the wrong device model — this one is covered by the normal 90-day return, so just start a return and order the right one.
Cancelling an Order
You can cancel within 2 hours of placing your order — just email me and I’ll stop it and refund you in full. After that, your item is already in production and can’t be pulled back, but the 90-day return still applies once it arrives.
Something Arrived Damaged or Wrong?
Don’t worry — I’ll sort it out. Email me at support@tilila.de with your order number and a photo of the item. A photo of a cracked case or a misaligned print is all I need to get a free replacement made and on its way. A fault is always on me.
How to Start a Return
- Email support@tilila.de with your order number and which item you’d like to return.
- For a damaged or incorrect item, a photo really speeds things up.
- I read every message myself and usually reply within one business day, with a free prepaid return label attached.
- Pack the item back up, attach the label and drop it off. Once it reaches me, your refund goes back to your original payment method.
Refund Processing
Refunds are issued to your original payment method within 5–10 business days of your return arriving. How quickly it then shows on your statement depends on your bank or payment provider.
Still Waiting on Your Order?
Need Help?
If you have questions about a return, a refund or a damaged item, I’m here to help.
You can also reach me directly at support@tilila.de or on +1 (302) 557-4602.