Shipping policy
SHIPPING POLICY
Version: 10 July 2025
This Shipping Policy explains how and when orders placed on www.refilis.com (“Site”) are processed and delivered by Trade Charls LLC (“Trade Charls”, “we”, “us”, “our”).
It applies to consumers in the European Union/EEA, United Kingdom, Switzerland and Australia.
1. COUNTRIES WE SHIP TO
-
European Union / EEA
-
United Kingdom
-
Switzerland
-
Australia
We do not currently ship outside these markets. Orders placed for other destinations will be cancelled and refunded.
2. HANDLING TIME
-
Orders are prepared and handed to the carrier within 1 – 3 business days (Monday–Friday, excluding U.S. federal holidays).
-
You will receive an automatic “Shipping Confirmed” e-mail with a tracking link once the parcel leaves our warehouse.
3. SHIPPING METHODS & COSTS
| Destination | Carrier* | Service | Cost | Incoterm |
|---|---|---|---|---|
| EU / EEA | YunExpress or equivalent | Tracked parcel | [€X] (free over [€Y] order value) | DDP (VAT paid) |
| United Kingdom | YunExpress or equivalent | Tracked parcel | [£X] (free over [£Y]) | DDP (VAT paid) |
| Switzerland | Swiss Post or equivalent | Tracked parcel | [CHF X] (free over [CHF Y]) | DAP (duties & Swiss VAT payable by customer) |
| Australia | Australia Post inbound | Tracked parcel | [A$ X] (free over [A$ Y]) | DAP (GST & duties payable by customer) |
*Exact carrier may vary by destination and parcel weight.
The precise shipping cost is shown at checkout before you pay.
4. DELIVERY TIME ESTIMATES
-
EU / UK / CH / AU: 7 – 12 business days after dispatch.
Delivery times are estimates; customs inspections, remote areas or peak seasons may cause delays that are outside our reasonable control.
EU/EEA & UK: If we fail to deliver within 30 days of contract conclusion you may set a new reasonable deadline. If we still do not deliver, you have the right to cancel the order for a full refund (Article 18 Directive 2011/83/EU; Consumer Rights Act 2015).
5. TRACKING
A tracking link is provided in your shipping-confirmation e-mail and in your account dashboard (if you created an account). Please allow up to 48 h for the first tracking update to appear.
6. CUSTOMS, DUTIES & TAXES
-
EU / UK: VAT is collected at checkout; no additional fees are due on delivery.
-
Switzerland & Australia: The price at checkout excludes local VAT/GST, import duty and courier brokerage. These fees are billed by the carrier or customs before delivery and are the customer’s responsibility. We cannot mark orders as “gift” or undervalue them.
7. FAILED DELIVERY & RETURN-TO-SENDER
If a parcel is returned to us because of an incorrect address, unclaimed import fees or repeated failed delivery attempts, we will refund the product price minus the original outbound shipping cost. EU/UK prepaid labels for voluntary returns are unaffected.
8. LOST OR DAMAGED PARCELS
Contact support@refilis.com within 14 days of the last tracking update if your parcel appears lost, or within 48 h of delivery if items are damaged. We will open a carrier claim and either send a replacement or issue a full refund at no cost to you.
9. ADDRESS CHANGES
We can update a shipping address only until the order is marked “Shipped”. For security reasons we cannot redirect parcels once in transit.
10. CONTACT
Trade Charls LLC
701 Tillery Street, Unit 12 #2252, Austin, TX 78702, USA
E-mail: support@refilis.com