Refund policy

We want you to be happy with your order. If something is wrong, tell us and we will sort it out.

Return window

You can request a return within 30 days of delivery.

Condition of the item

To qualify for a refund, the item must come back to us unused, undamaged and in its original packaging, with everything that was included. We inspect every return before a refund is issued.

How to start a return

Email hello@tidilo.com with your order number and a short description of the problem. We reply within one business day with the return address and instructions.

Please do not send anything back before contacting us. Returns that arrive without prior authorisation cannot be matched to an order and cannot be refunded.

Return shipping

You are responsible for return shipping costs, unless the item arrived damaged, defective, or was not what you ordered — in those cases we cover it.

Refunds

Once your return arrives and passes inspection we will email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take a little longer to post it.

Damaged, defective, or wrong item

Email us within 7 days of delivery with your order number and clear photos (a short video helps) of the item and its packaging. We will arrange a replacement or a refund.

For genuine damage, defects or wrong-item errors, we may at our discretion resolve the matter without requiring a return. That is a case-by-case decision we make, not a general entitlement.

Exchanges

The simplest route is to request a return and place a new order for what you actually want, so the replacement ships straight away.

Not eligible for a refund

  • Requests made after the 30-day window
  • Items returned used, altered, or damaged after delivery
  • Items returned without their original packaging or with parts missing
  • Returns sent without contacting us first
  • For hygiene reasons, personal-care items that have been opened or used — such as grooming tools and skin-contact items — unless they arrived defective

We reserve the right to decline

We may decline a refund where a returned item does not match what was sent, where the claim is not supported by the evidence provided, or where the request appears to be fraudulent or abusive.

Cancellations

Orders are usually dispatched within 2–5 business days. If your order has not shipped yet, email us and we will cancel it if we can. Once it has shipped, please use the process above.

Questions

Email hello@tidilo.com and we will help.