Tilstils Refund & Returns Policy
Last updated: 21st January 2026
This website (tilstils.com) is operated by Tilstils LTD — a limited liability company registered in England and Wales (Company Number: 16960854). We are a UK-based online retailer specialising in quality sports equipment.
If you have any questions or need assistance, please contact our customer service team:
Customer Service Email
📧 support@tilstils.com
Our Easy 5-Step Return Process
We want you to be 100% happy with your purchase. If for any reason you’re not satisfied, follow our simple 5-step guide:
1. Initiate Your Return
- Change of Mind: You have the right to cancel your order and return any unwanted item within 30 days of delivery, no reason required.
- Faulty, Damaged or Missing Parts: Please contact us as soon as possible — and no later than 7 days after delivery — so we can resolve the issue quickly and fairly.
2. Contact Customer Service
Email us at support@tilstils.com with your order number and details of the issue or return request. We aim to respond promptly during business hours (Monday to Friday, 9:00 AM – 4:00 PM).
Please include the following if applicable:
- Faulty or Damaged Items: Attach clear photo or video evidence showing the issue.
- Missing Parts: Include a photo of what you received, and reference the missing part(s) using the part number(s) from the instruction manual.
- Resolution Preferences: If you’d prefer not to return the item, let us know your preferred solution — e.g. replacement part, full replacement, or partial refund.
We’re here to help and will get back to you as quickly as possible within business hours.
3. Receive Return Instructions
Once approved, we’ll send you detailed return instructions and the correct warehouse address for your item.
Important: Do not send anything back without approval. We operate multiple warehouses, and returns sent to the wrong address may not be accepted or processed.
4. Send the Product Back
- Change of Mind: Return shipping is at the customer’s expense, and a courier service must be used to return the item(s) to us.
- Faulty, Damaged, or Incomplete Orders: If evidence is provided and your claim is approved, we’ll cover the return shipping costs.
5. Refund Processed
Once your returned item has been received and inspected, we’ll process your refund within 7 business days, provided everything is in order. Refunds are issued to the original payment method used at checkout.
Policy Overview
At Tilstils, we’re committed to providing high-quality products and exceptional service. Please review the following policy regarding returns, exchanges, and how we handle issues such as faults, damages, or missing parts.
Goods No Longer Needed (Change of mind)
You have 30 days from the date of delivery to return any unwanted items. You’re not required to give a reason, though we always appreciate feedback on how we can improve.
- Returned goods must be unused and in their original condition.
- Refunds will only be issued to the original purchaser, via the same payment method used at checkout.
- Return shipping is at the customer’s expense, and a courier service must be used to return the item(s) to us.
Important: Do not return any items without contacting us first. We operate multiple warehouses, and the correct return address will depend on the item.
Once provided with the appropriate return address, we recommend using comparison sites like Parcel Monkey or Parcel2Go to find the most cost-effective courier service.
Exchanges
If you choose to exchange an item:
- The credit issued will be less any original shipping costs.
- Restocking fees are waived.
- Your exchange voucher will become active once the returned items have been received and inspected at our warehouse.
- The voucher is valid against current website prices at the time of issue (not the prices at the time the exchange was requested).
Faulty or Damaged Items
We take issues with faulty or damaged products seriously and are committed to resolving them as quickly as possible. If you experience a problem:
- Provide clear photo or video evidence showing the fault or damage.
- Ensure the issue is visible in the media provided to help us assess the situation accurately.
Please note: Our packaging is designed to protect the contents. If the outer box arrives scuffed, dented, or torn but the product inside is undamaged and fully functional, this does not qualify as a “damaged item” for the purpose of returns or refunds. However, if you’re concerned, please contact us and we’ll be happy to assess the situation.
Once we’ve reviewed the evidence, we will assess and resolve the issue — which may include sending replacement parts, a full replacement, or offering a refund.
Keep the goods in your possession until your claim is processed and we provide further instructions. Do not return the item without prior approval.
Missing Parts
If your item is missing parts:
- Send a photo of the items you have received.
- Identify the missing part(s) by referencing the part number(s) listed in the product manual.
Failure to Provide Evidence
If evidence (photo or video) is not provided for any of the above issues, the return will be treated as a change-of-mind return, and you will be required to cover the return shipping costs.
Non-refundable Goods Notice
Due to health and safety concerns, the following items are non-refundable once opened:
- Mattresses
- Mattress toppers
- Pillows
- Sheets
- Blankets
Please note: clearance and heavily discounted ‘final sale’ items may not be eligible for return, unless faulty. This will be clearly stated on the product page at time of purchase.
Laminate and Hard Floor Notice for Beds
If using our beds on wooden, laminate, or tiled floors, please attach anti-slip pads to all legs. These pads are available at most hardware stores and will prevent marks and slipping. Failing to use them may void your return rights for the bed or any requested spare parts.
Warranty Notice
We stand behind the quality of our products and offer a warranty to protect you against rare instances of manufacturing defects. Your satisfaction and peace of mind are our top priorities.
Our Standard Warranty
- All prodcuts are covered by a 12-month warranty
This warranty covers manufacturing defects only and does not apply to issues caused by misuse, mishandling, improper assembly, or failure to follow the product instructions.
Important: To maintain eligibility for warranty coverage, all products must be used and assembled strictly in accordance with the instruction manual provided.
Return Address Information
Please note that our head office cannot accept returns, and the return address printed on your shipping label may not be the correct address for returns.
Before sending anything back, you must contact us first. Return addresses vary depending on the product and warehouse location.
Once your return has been approved, we’ll provide the correct warehouse address and return instructions. This ensures your return is handled quickly and without delays.
Thank you for your understanding and cooperation.
Need Help?
If you experience an issue, please reach out to our team at support@tilstils.com so we can assist you quickly and fairly.
