Effective Date: [Jan, 2025]
Industrial products go through numerous processes from production to delivery to consumers, and management oversights can occur at any stage. If you receive your order and encounter issues such as quality problems, missing items, or any other concerns, please contact us immediately. Give us the opportunity to make things right for you, and allow us to continuously improve our capabilities to better serve you. We take product quality issues extremely seriously and are committed to resolving any problems you may have.
CEO OF TILLUME：CHEN RENYUN
At TILLUME, we believe in letting our products speak for themselves. You enjoy a 30-day unconditional return window starting from the date when you received the products to evaluate all our products.
1. Applicable Scope #
- This policy governs returns/exchanges for all products sold on TILLUME shop.
- Exclusions:
- customized printing for products
- customized colorbox items
- customized design items
- half-finished items
- gift items
2. Acceptable Condions #
Quality Defect Returns #
Eligible Returns:
✅ Products exhibiting manufacturing defects (e.g., functional failures, material imperfections)
✅ Non-conformance with product specifications/descriptions
Notes: Regarding product warranty, you can see our Warranty Policy
Non-Quality Returns #
Eligible Returns:
✅ Products in original packaging
✅ Valid order #
Non-Eligible Returns:
❌ Damaged or modified products
❌ Physical scratches / breakage
3. Exchange Process #
Replacement For Quality Issues #
If a product is defective, you may opt for a replacement or refund.
- Submit Exchange Request
- Contact Us → Content should include order # and quality issue.
- Reship replacement promptly
- New shipment will be sent and tracking no. will be sent after shipment via email.
- Return Original Item
- Ship to our designated Germany warehouse address after our evaluation
- Return shipping cost is covered by us.
- Receive replacement
- Customer receive the new replacement and check performance again.
Note: If customer find quality issue and don’t need us to replace, we will return 100% amount to original paid amount.
Replacement For Non-Quality #
- Submit Exchange Request
- Contact Us → Content should include order # and exchange reason.
- Return Original Item
- Ship to our designated Germany warehouse address.
- Customer should undertake return shipping cost.
- 46% return cost will be charged by customers.
- Reship replacement
- New shipment will be sent after we receive the original item
- Tracking no. will be sent after shipment via email.
Note 1 : Customer needs to pay the price difference caused by exchange.
Note 2 : We truly value your insights and would be deeply grateful if you could share any product suggestions. To show our heartfelt appreciation, we’re delighted to offer to cover 46% return costs for your convenience.
4. Refund Process (Only Return, No Exchange) #
If client don’t want to exchange new item, choose return and refund process.
- Submit Return Request
- Contact Us → Content should include order # and return reason.
- Return Original Item
- Ship to our designated Germany warehouse address
- Customer should undertake return shipping cost.
- 46% return cost will be deduct upon successful inspection
- 12% shipping fee deduct
- 15% Operation fee deduct
- 19% VAT fee deduct
5. How to Contact Us #
Send Message to Us On Our Online Shop #
a. Choose the ”contact us” button and subject shows ‘’order#‘’
b. Choose the bottom right corner of ”Chat” button and describe your issue with us
Choose Contact Us By Email #
Mailbox: tillume@tillumelight.com
Subject: TILLUME Order#
Content: Describe your return reason or quality issue with us
Add Our Whatsapp #
Whatspp: 008615060773820
Subject: TILLUME Order#
Content: Describe your return reason or quality issue with us
