Exchanges & Returns

The customer may exercise the right to exchange or return within a maximum period of 14 (fourteen) days from the day on which the consumer acquires physical possession of the goods.

To exercise this right, you must send an email, indicating all your identification details, the product you wish to exchange/return, the reasons for requesting the exchange/return, and proof of IBAN, which must correspond to the IBAN from which the payment was made. In the case of an exchange, you must also indicate the item you wish to exchange it for.

To initiate an exchange/return, you can contact us at hello@tileas.com.

To be eligible for an exchange/return, your item must be in the same condition in which you received it, unused or without signs of use, with tags and in the original packaging.

You will also need the receipt or proof of purchase.

If your exchange/return is accepted, after exchange/return approval by email, the item to be exchanged or returned must be sent to the following address within 14 (fourteen) days:
Av. Pe. António Pereira de Almeida N.º 45 1.º Esq., 2970-590 Sesimbra, Portugal.

Items sent back to us without first requesting a return will not be accepted.

Exchanges/returns are free of charge if the reason is entirely Tileas’ responsibility, in cases of defective or damaged products, or in the event of an error in the dispatch of the order.

If the exchange/return is the consumer’s responsibility, such as incorrect shipping information or a change of mind, the shipping costs will be entirely borne by the consumer.

There is no refund of transport costs if, in an order of multiple products, only one or some are returned/exchanged.

Exchange or refund will be refused whenever the return does not comply with the rules described.

Returns, cancellations or refunds do not apply to personalized goods, as provided by law: “The supply of goods produced or ordered according to the consumer’s specifications or clearly personalized cannot be returned.”

If you have used a promotional discount code or the item was purchased on promotion, that discount amount will not be refunded, meaning the refund will only cover the amount actually paid, as stated on the invoice.

If any of the components of the item sold are missing or if any of them are not in excellent condition, there will be no refund of the price or shipping costs, and the product will be sent back to the customer.

Refunds
We will inform you as soon as we have received and inspected your return and will let you know whether the refund has been approved or not. If approved, you will be automatically refunded to the indicated IBAN within 10 working days.

Please remember that it may take some time for your bank or credit card company to process and complete the refund as well.

If more than 15 working days have passed since we approved your return and you have not yet received your refund, please contact us at hello@tileas.com