Refund policy

Right of withdrawal

The right of withdrawal means that if, for any reason, you are not satisfied with your purchase, you can return all or some of the products you purchased no later than 14 days from the date on which you receive your order.

If you purchase with a VAT number or purchase products that need to be refrigerated during transport, you will not be able to exercise the right of withdrawal.

Return instructions

To start the return procedure, contact our Customer Service

You can contact us in whichever way you prefer:

If wrong, unsealed or damaged products have been delivered, you can write to us in the website chat or send an email to help@dottortili.com.

The cost of shipping the return will be deducted from the total amount refunded to the customer, as stated in the Terms and Conditions accepted at the time of purchase.

Conditions of withdrawal

The right of withdrawal applies to the purchased product in its entirety; the purchased product must be intact and returned in its original packaging, complete in all its parts (including the package leaflet, box, any accompanying free gifts, etc.). The shipment, until receipt at the warehouse has been confirmed, is entirely the responsibility of the Customer.

If the item is damaged during transport, Farmacia TILI will inform the Customer of this (by the working day following receipt of the item at its warehouses), so that the Customer can promptly file a claim against the Courier and obtain a refund of the item's value (if insured).

Farmacia TILI accepts no liability whatsoever for damage, theft or loss of goods returned using uninsured shipping.

On arrival at the warehouse, the product will be inspected to assess whether it has been used, in the case of creams or liquid products, or whether there is any damage not caused by transport. In these cases, the right of withdrawal is forfeited entirely, due to the lack of the essential condition that the item is intact (packaging and/or its contents), where Farmacia TILI establishes:

  • The absence of the original packaging and/or accessories;
  • Damage to the product due to causes other than its transport or due to the time limits set by law having been exceeded, for reasons not attributable to dottortili.com.

If the right of withdrawal is forfeited, Farmacia TILI will return the purchased item to the Customer, charging the Customer for the shipping costs. For all aspects not specifically set out, European legislation on distance selling shall apply.

Parcel not delivered or tampered with

When reporting non-delivery or a parcel that has been tampered with, the Customer is required to fill in the declaration form provided by Customer Service. This form requires a detailed description of what happened and a declaration made under the Customer's own responsibility. The report will only be processed once the Customer has filled in and signed the form.

Guarantee and lack of conformity

In the event of a lack of conformity of Products sold by Farmacia TILI, the Customer must contact Customer Service immediately using the chat provided on the dottortili.com website or the dedicated email address help@dottortili.com.

All products sold by Farmacia TILI are covered by the manufacturer's commercial guarantee and by the 24-month guarantee for lack of conformity, pursuant to DL 24/02.

To receive assistance under the guarantee, the Customer must keep the receipt (or invoice) enclosed with the purchased product in the parcel. The manufacturer's commercial guarantee is provided in accordance with the terms described in the documentation inside the product packaging.