Refund policy

Last Updated: April 6th, 2026

At cilili, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we provide a straightforward return and refund process.

Return Policy Overview

Return Window: Return requests must be submitted within 30 days of the delivery date.
Item Condition: Returned products must be unused, in their original condition, and include the original packaging, accessories, tags, and any included materials.
Coverage Area: This return policy applies to purchases delivered within the United States.

Return Shipping Costs

The responsibility for return shipping depends on the reason for the return:

Damaged, Defective, or Incorrect Items: If your order arrives damaged, defective, or you received the wrong item, cilili will cover the return shipping costs.
Customer-Initiated Returns (Change of Mind): If you ordered the wrong product, the item does not meet your expectations, or you decide not to keep it, the customer is responsible for the return shipping cost. Original shipping charges are non-refundable.
Restocking Fees: cilili does not charge restocking fees on returned items.

In cases of change-of-mind returns, the customer is responsible for purchasing the return shipping label.

How to Start a Return

Contact Support: Email our support team at Support@cilili.com and include your order number along with the reason for the return.
Prepare Your Package: Securely pack the product in its original packaging with all accessories, tags, and included materials.
Ship the Item: Follow the return instructions provided by our support team and send the package to the return address listed in the return authorization email.

Refund Processing

Return Inspection: Once the returned item is received, it will be inspected to ensure it meets our return eligibility requirements.
Refund Timeline: If approved, refunds are typically processed within 7 business days. Depending on your bank or payment provider, it may take an additional 7 business days for the funds to appear on your original payment method.

Exchanges

If you would like to exchange an item for a different size, color, or product variation, please contact our support team at Support@cilili.com. Our team will assist you with the exchange process.

Non-Returnable Items

Certain items may not be eligible for return due to hygiene, safety considerations, or product type. Any products that cannot be returned will be clearly identified on the product page before purchase.