Returns Policy

Returns Policy

Extila has a 14-day return policy. This means that you must register your return within 14 days of receiving your item. Orders returned after these 14 days are not eligible for a refund.

To be eligible for a return, the item must be in the same condition as it was received, unworn or unused, with tags attached and in the original packaging. You will also need a receipt or proof of purchase.

Step-by-step plan for returns

Step 1: Contact us at info@extila.com . We will then send you a returns form.

Step 2: Send your order to the return address. Make sure you provide the package with a Track & Trace code. Without this code we cannot track the shipment and confirm whether it has arrived at the return address.

Step 3: Receive the purchase amount back into your account. As soon as we have received the package, we will ensure that the purchase amount is refunded to your account within 5 working days.

Please note that return shipping costs are the responsibility of the customer. We do this to keep our shipping process as sustainable as possible. We understand that return costs may be high due to our warehouse in Asia. Please feel free to contact our customer service to find a suitable solution together.

Return costs

Yes, all customers are responsible for the cost of their returns. These costs vary depending on your location, usually between €15 and €28. We recommend that you provide your return with a Track & Trace code, as we cannot accept responsibility for lost returns.

Please register a return by email before returning the package to ensure that your package is eligible for return.

Damage and problems

Please check your order upon receipt and contact us immediately if the item is defective, damaged or if you have received the wrong item. This way we can assess the problem and quickly offer you a suitable solution.

Exceptions / Non-returnable items

Some items cannot be returned, such as custom products (such as special orders or personalized items) and personal care items (such as beauty products). We also do not accept returns of hazardous substances, flammable liquids or gases. If you have any questions about a specific item, please contact us.

Unfortunately, we cannot accept returns on sale items or gift vouchers.

Cancellations

If you wish to cancel your order, you can do so as long as your order has not yet been shipped. Please contact us as soon as possible at info@extila.com . If your order has already been shipped, cancellation is no longer possible. However, you can return the package to us immediately upon receipt for a full refund.

Exchange

The fastest way to get the item you want is to return the item you have and once the return is accepted, make a separate purchase for the new item.

Refunds

Once we receive and inspect your return, we will notify you if the refund has been approved. If this is the case, the amount will be automatically refunded to your original payment method. Please note that it may take some time for your bank or credit card company to process and credit the refund.

Refunds of payments made via Klarna are processed immediately by us, but it may also take a few working days for Klarna to process the refund and update your invoice.

Defective product?

If your product is damaged during transport, we will always send a new package free of charge for the first time. Unfortunately we cannot process a refund. If the product arrives defective the second time, we will refund the full purchase price.

Lost package / Returned package?

If a package is lost or not delivered for logistical reasons, we will always send a new package before applying our return and refund policy.

Delivery when you are not at home or at the post office

If a package is delivered to the door or left at the post office, Extila has already incurred costs for the delivery. If the package is not accepted or not collected from the post office, it will be automatically returned to the supplier, and we reserve the right to deduct €15 from the refund amount.