Return and Refund Policy

At Tivexar, your satisfaction is our priority. We have designed our return and refund policy to be straightforward, fair, and fully compliant with UK and EU consumer protection regulations. Please read the following carefully before initiating a return.

Right of Withdrawal

In accordance with applicable consumer protection legislation, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason. This withdrawal period begins on the day you, or a third party designated by you, physically receives the goods.

To exercise your right of withdrawal, you must notify us of your decision before the 14-day period expires by contacting us at:

• Email: contact@tivexar.shop
• Phone: +44 7537931737
• Address: 154 High Street, EH1 1QS Edinburgh, United Kingdom

You may use the following model withdrawal statement, though it is not obligatory:

"I hereby give notice that I withdraw from my contract of sale of the following goods: [product name(s)], ordered on [order date] and received on [delivery date]. Name: [your name]. Address: [your address]. Date: [today's date]."

Return Conditions

To be eligible for a return, items must meet the following conditions:

• The item must be returned within 14 days of notifying us of your withdrawal.
• The item must be in its original condition — unused, undamaged, and in its original packaging.
• Proof of purchase (order confirmation or receipt) must be included with the return.

Items that show signs of use, damage caused by the customer, or that are returned without their original packaging may not be eligible for a full refund.

Return Shipping Costs

Unless the return is due to a defective product, a non-conforming item, or an error on our part, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as Tivexar cannot be held liable for items lost or damaged in transit during the return process.

In cases where the return is due to our error (wrong item sent, defective or damaged product), we will cover the full cost of return shipping and arrange collection at no charge to you.

Refund Process

Once we have received and inspected your returned item, we will notify you by email of the outcome. If your return is approved, your refund will be processed within 7 days of receipt of the returned goods.

Refunds will be issued to the original payment method used at the time of purchase. Please note that your bank or payment provider may require additional time to process and post the refund to your account.

Non-Returnable Items

The following items are excluded from our return policy:

• Items that have been personalised or custom-made to your specifications
• Sealed goods that have been opened and cannot be returned for hygiene or health protection reasons
• Digital products or downloadable content, once accessed

Defective or Damaged Items

If you receive an item that is defective, damaged, or not as described, please contact us within 48 hours of delivery at contact@tivexar.shop with your order number and photographic evidence of the issue. We will arrange a replacement or full refund at no additional cost to you.

Contact Us

For any questions regarding returns or refunds, our customer service team is here to help:

• Email: contact@tivexar.shop
• Phone: +44 7537931737
• Address: 154 High Street, EH1 1QS Edinburgh, United Kingdom