Refund policy
Right of Withdrawal
The right of withdrawal means that if, for any reason, you are not satisfied with your purchase, you may return all or part of the purchased products within 14 days from the date you received your order.
Please note that purchases made with a VAT number are not eligible for the right of withdrawal.
Return Instructions
To request a return, please use our Dedicated Returns Portal
If you received incorrect, unsealed, or damaged products, you can contact us via the live chat on the I Rimedi del Dr.Tili website or send an email to help@dottortili.com.
The return shipping cost will be deducted from the total refund to the customer, as stated in the Terms and Conditions accepted at the time of purchase.
Right of Withdrawal Warranty and Conformity Defects
The right of withdrawal applies to the purchased product as a whole. The product must be intact and returned in its original packaging, including all its components (instruction leaflet, box, any included gadgets, etc.). Until the return is received at our warehouse, the shipment is under the full responsibility of the customer.
In case of damage during transport, Farmacia TILI will notify the customer of the incident (by the next working day after receipt of the item at our warehouse) so that they can promptly file a claim with the courier and request compensation for the value of the item (if insured).
Farmacia TILI is not liable for any damage, theft, or loss of returned goods sent without insurance.
Upon arrival at the warehouse, the product will be inspected to assess its condition—especially for creams or liquid products—and check for any damage not caused by shipping. In such cases, the right of withdrawal will be forfeited due to the lack of the essential condition of product integrity (packaging and/or contents). Farmacia TILI will deny the right of withdrawal if it finds:
- Missing original packaging and/or accessories;
- Damage to the product due to reasons other than transport or beyond the time limits allowed by law, for reasons not attributable to dottortili.com.
In the event that the right of withdrawal is forfeited, Farmacia TILI will return the purchased item to the customer and charge the shipping costs. For all matters not specifically covered, European legislation on distance selling shall apply.
Undelivered or Tampered Package
If you report a missing delivery or a tampered package, you are required to complete the declaration form provided by Customer Service. This form requires a detailed description of the issue and a statement of responsibility. The report will only be processed once the completed and signed form is returned.
Warranty and Conformity Defects
In case of product conformity defects for items sold by Farmacia TILI, customers must immediately contact Customer Service via the dedicated chat on the dottortili.com website or by email at help@dottortili.com.
All products sold by Farmacia TILI are covered by the manufacturer’s standard warranty and a 24-month warranty for conformity defects in accordance with Legislative Decree 24/02.
To benefit from warranty support, customers must keep the receipt (or invoice) included with the purchased product. The manufacturer’s warranty is provided according to the procedures outlined in the documentation included in the product packaging.