Refund policy
We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@refilis.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@refilis.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@refilis.com.
Return & Refund Policy
Last updated: 10 July 2025
Thank you for shopping with Trade Charls LLC (“Trade Charls”, “we”, “us”, “our”). We want you to be completely satisfied with every purchase. This Policy explains how returns, exchanges and refunds are handled for customers in Germany, Switzerland, the United Kingdom and any other country we serve.
1. 90-Day Satisfaction Guarantee
You may return any item within 90 days of the delivery date for a full refund or exchange, provided it is unused, undamaged and in its original packaging.
This guarantee is in addition to the statutory 14-day right of withdrawal described in section 2.
2. Your Statutory Right of Withdrawal (EU / UK only)
Under Directive 2011/83/EU, the German BGB and the UK Consumer Contracts Regulations 2013 you may withdraw from the sales contract within 14 calendar days of receiving the goods, without giving any reason.
To exercise this right you must notify us (see section 6) before the 14-day period expires. We will refund all payments received, including the original delivery costs (standard shipping only), within 14 days of receiving your withdrawal notice, but we may withhold the refund until we have received the goods back or you have supplied evidence of having sent them.
3. Items Excluded from Return
We cannot accept returns of:
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Used, damaged or incomplete items;
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Products with hygiene seals that have been broken (e.g. opened personal-care items);
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Custom-made or personalised goods;
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Gift cards or downloadable software.
If an item arrives defective or incorrect, section 4 applies instead.
4. Damaged, Defective or Wrong Items
Email support@refilis.com within 7 days of delivery with:
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Your order number;
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Clear photographs of the defect or wrong item;
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A brief description of the issue.
We will arrange a replacement, exchange or full refund at no cost to you, including return shipping where applicable.
5. Return Procedure
| Step | What to do |
|---|---|
| Contact us first | Write to support@refilis.com stating your order number and reason for return. We will reply with a Return Merchandise Authorisation (RMA) number and the return address of our nearest warehouse or service centre. |
| Pack securely | Place the unused item in its original packaging with all accessories, manuals and freebies. Write the RMA number clearly on the package. |
| Choose a tracked service | You are responsible for return shipping costs unless the product is faulty or we sent the wrong item. We strongly recommend a tracked, insured service; you remain liable until the parcel reaches us. |
| Send proof of shipment | Email the tracking number to support@[your-domain].com so we can monitor the return. |
| Inspection & refund | Once received, we inspect the item within 5 business days. If approved, the refund is issued to your original payment method within 5–10 business days. You will receive a confirmation email. |
6. Contact Details for Returns
Trade Charls LLC
701 Tillery Street, Unit 12 #2252
Austin, TX 78702, USA
Email: support@refilis.com
Please do not return goods to this address without first obtaining an RMA; we may provide a closer EU/UK/CH warehouse to speed up processing.
7. Refund Scope
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Full refunds include the product price plus the original shipping fee (standard rate) where the withdrawal right is exercised within 14 days.
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For returns under the 90-day satisfaction guarantee, original shipping charges are not refunded.
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Import duties, taxes or courier surcharges paid by you to a third party are non-refundable; you may seek reimbursement directly from the relevant authority or carrier.
8. Exchanges
If you prefer an exchange, indicate the desired replacement when requesting your RMA. Exchanges are processed once the returned item has been inspected. Out-of-stock items will be refunded.
9. Processing Timeframes
| Step | Time frame |
|---|---|
| Issue RMA | within 24–48 h (business days) |
| Transit back to us | 5–15 business days (average) |
| Inspection | within 5 business days of receipt |
| Refund to payment method | 5–10 business days after approval |
Total turnaround is typically 10–30 days depending on your location and courier speed.
10. Consumer Rights Unaffected
This Policy does not limit any rights you may have under applicable consumer-protection laws in your country of residence (e.g. the German Civil Code, Swiss Code of Obligations, UK Consumer Rights Act 2015).