Returns and Refund Policy

Last updated: 17 October 2026

At Tivlo, we want you to be comfortable with your purchase. This policy explains how to request a return or refund. It does not limit any rights you have under UK consumer law.

Changing your mind

For most goods bought online, you can cancel your order within 14 days after the day you receive the goods, without giving a reason. If your order arrives in separate deliveries, the period generally starts the day after you receive the last item.

To tell us you wish to cancel, email support@tivlo.store within the cancellation period and include your order number and the item(s) you want to return. We will provide return instructions and the return address.

After telling us you are cancelling, you generally have a further 14 days to send the goods back. Please take reasonable care of the items while they are with you. You may be responsible for any diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Return postage

If you are returning an item because you changed your mind, you are responsible for the direct cost of returning it, provided this was made clear before purchase. If an item is faulty, damaged, not as described, or we are otherwise legally responsible, contact us first so we can arrange an appropriate remedy.

Refunds

When you cancel under the statutory cancellation right, we will refund payments due, including the cost of our least expensive standard delivery option where required by law. We may withhold the refund until we receive the goods back or you provide evidence that you have sent them, whichever happens first. We will issue the refund without undue delay and within the applicable legal time limit, normally 14 days from receiving the returned goods or evidence of return.

Refunds will normally be made using the original payment method unless we agree otherwise. You will not be charged a fee for the refund.

Faulty or incorrect items

If your item arrives faulty, damaged, incomplete or different from what you ordered, email support@tivlo.store with your order number and a description of the problem. Photos can help us assess the issue. Your statutory rights are not affected.

Exceptions

Some legal exceptions to the cancellation right apply, such as certain personalised goods or sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. If an exception applies to a product, we will make this clear before you purchase it. Exceptions do not remove rights relating to faulty or misdescribed goods.

Contact

For return or refund questions, email support@tivlo.store or use our Contact Us page.