1. How to request a return

Email info@letili.com with:

• Your order number or other proof of purchase.
• The email address used at checkout.
• The product concerned and a brief description of your request.

We will confirm the next steps and explain whether a physical return is required. The 90-day window is measured from delivery to the date you contact us with your request.

2. Opened and used products

Our 90-day guarantee includes cosmetics and oils that have been opened or used. Original, unopened packaging is not a condition of eligibility for these products.

If a return is required, follow the packing instructions we provide so the product can be transported safely. Do not send anything back until you have the correct return instructions.

3. Return address and shipping

Contact us before posting a return. We will provide the correct return address and explain the shipping arrangements, including any applicable costs, before you send the item back. Charges are subject to applicable law and any terms disclosed before purchase.

The address printed on your parcel, and our company office address, may not be the return address. Keep proof of postage if you send a return.

For faulty, damaged or incorrect goods, we will cover reasonable return costs where required by applicable consumer law.

4. Damaged, faulty or incorrect items

If your order arrives damaged, faulty or incorrect, email us with your order details. Where possible, include photos of the product and packaging to help us investigate. These help us assess the issue and do not replace or limit your legal rights.

We will arrange an appropriate remedy, which may include a refund or replacement, in accordance with applicable consumer law. The 90-day guarantee does not limit rights that may continue beyond that period.

5. How refunds work

We will confirm the outcome of your request and whether a return is required. Refunds under our 90-day guarantee cover the purchase price paid for the eligible product, taking account of any discount applied to it. For bundles, the refund reflects the amount paid for the returned or affected items.

Approved refunds are issued to the original payment method unless another method is agreed or required by law. Your bank or payment provider may take additional time to display the credit.

Any refund of original shipping charges follows your applicable legal rights and the circumstances of the return. Where a legal refund deadline applies, we will follow that deadline.

6. Order changes, exchanges and subscriptions

For an order cancellation, change or exchange request, contact us as soon as possible. If an order has already been processed or dispatched, we may be unable to stop or change it. This does not remove any applicable right to return or cancel after delivery.

If your purchase forms part of a subscription, returning a product or requesting a refund does not itself cancel future renewals. Please refer to our Subscription Policy and contact us if you also want to stop future subscription orders.

7. UK distance-selling cancellation rights

Where UK distance-selling cancellation rights apply, you can normally notify us that you wish to cancel within 14 days of receiving the goods, without giving a reason, and then have a further 14 days to return them. Statutory exceptions may apply to certain goods; our separate 90-day guarantee still includes opened or used cosmetics and oils as described above.

For an eligible statutory cancellation, we will refund the payments due, including the cost of our least expensive standard outbound delivery option where required. Any extra cost for an upgraded delivery service need not be refunded.

Where we have not offered to collect the goods, reimbursement is due without undue delay and no later than 14 days after we receive the returned goods or evidence that you sent them back, whichever is earlier. Other statutory remedies may have different rules.

8. Your consumer rights

This policy and our 90-day money-back guarantee are in addition to your rights under applicable consumer law. They do not exclude, restrict or replace any mandatory rights or remedies, including rights relating to faulty, unsafe or misdescribed products.

Letili is operated by MATHEWECOMMERCE LLC. If you have questions about eligibility or a refund, email info@letili.com so we can help.