At Re-fill, we are committed to providing high-quality products and ensuring customer satisfaction. If you are not entirely happy with your order, we offer a return policy in line with European consumer protection laws. Please read the following conditions carefully before initiating a return, refund, or exchange request.

Right of Withdrawal – Standard Orders (Non-Customized Products)

As per EU Directive 2011/83/EU on Consumer Rights, you have the right to return any unused, non-customized product within 14 days of receiving your order, no questions asked.

✔ Conditions for Returns:

• The item must be unused, undamaged, and in its original packaging.
• All accessories, labels, and components must be included.
• A proof of purchase (order confirmation or receipt) is required.

Return Shipping Costs:

• If you change your mind, you are responsible for return shipping costs.
• If the return is due to a defect or an error on our part, we will cover the return shipping fees.

🚫 Customized corporate orders: Non-refundable, as they are made specifically for businesses.

How to Request a Return

1. Contact us within 14 days of receiving your order.
2. Provide your order number and reason for the return.
3. We will send you return instructions, including the return address.
4. Once we receive and inspect the item, we will process your refund within 14 days.

Exchanges

Need a different item? We’ve got you covered!

✔ Exchanges are subject to product availability. If the item you wish to exchange is out of stock, our customer care team will notify you and ask what other item you wish to receive.
✔ We will cover the shipping costs for the replacement item.
✔ Exchanges must follow the same return conditions: the item must be unused, undamaged, and in its original packaging.

Defective or Damaged Items

If your item arrives damaged or defective, please notify us within 7 days of delivery.

✔ Eligible for Replacement:

• The product arrived damaged due to transport.
• The bottle is faulty (leaks, insulation failure, or other manufacturing defects).

What’s Not Covered:

• Damage caused by drops, misuse, improper care, or normal wear and tear.
• Minor aesthetic imperfections that do not affect the functionality of the product.

How to Report a Defective Product

1. Contact us within 7 days of receiving your order.
2. Attach clear photos/videos showing the defect.
3. Our team will review your request and, if eligible, send a replacement at no extra cost.

Refund Processing

✔ Approved refunds will be processed within 14 days after we receive the returned item.
✔ Refunds are issued via the original payment method.
✔ Shipping fees are non-refundable, except in cases where we are responsible for the issue.