Refund policy

Cancellation Policy & Returns

Last updated: 24 July 2026

We'd like every TIVORA order to leave you satisfied. If it doesn't, here's exactly how to cancel, return and get refunded — clearly and without hassle.

1The 14-Day Right

You may cancel your purchase within 14 days, no explanation needed. The window closes 14 days after the day you — or someone you've named — take physical possession of the goods. If an order comes in several parcels, the count starts when the final item arrives.

2Letting Us Know

To cancel, send a clear message — email is ideal. Write to contact@tivora.com with your order number and we'll confirm right back. You may use the template on our Withdrawal & Cancellation Form page, but there's no obligation. As long as your message goes out before the 14 days end, you've met the deadline.

3Returning Items

Once you've told us, return the goods promptly and within 14 days of that message. We'll share the correct return address as soon as you're in touch. Please send items back complete and, where possible, in their original packaging and resaleable condition.

Return postage is your responsibility, except where the item is faulty or was sent in error — in which case we cover it in full.

4Your Refund

We'll refund every payment made, the original standard delivery charge included, within 14 days of receiving the goods back — or earlier, from when you show they've been sent. Refunds return to your original payment method, with no fee to you.

Where you paid for a delivery upgrade above our standard service, we refund only up to the standard cost.

5Handling & Value

You're welcome to inspect an item as you would in a shop. However, if its value falls because it's been handled more than needed to check how it looks and works, we may deduct a matching amount from your refund.

6Faulty or Incorrect Orders

If an item arrives damaged, fails, or doesn't match its description, your legal rights apply fully and separately from the 14-day right. Tell us what happened and we'll sort a repair, replacement or refund at no cost to you.

7Exceptions

The law excludes some goods from the cancellation right — items made to your spec or personalised, sealed products unsuitable for return once opened for hygiene reasons, and goods that become permanently mixed with others after delivery.