Refund & Returns Policy
Last Updated: 31 August 2026
Thank you for shopping with Tekvo. We want our customers to shop with confidence and understand their rights when purchasing from us.
This Refund & Returns Policy explains how cancellations, returns, refunds, damaged items and other order-related issues are handled for purchases made through tekvo.co.uk.
Nothing in this policy is intended to limit your statutory rights under applicable UK consumer law.
1. Your Right to Cancel
For most products purchased online, customers may have the right to cancel their order within 14 days of receiving the goods, without having to provide a reason, subject to applicable exclusions under UK consumer law.
If you wish to exercise your right to cancel, please contact us within the applicable cancellation period at:
Please include your order number and details of the product you wish to return.
After notifying us of your cancellation, the goods should normally be returned within 14 days.
2. Return Eligibility
To help us process your return efficiently, products should be returned in an appropriate condition.
Where applicable, items should be:
Returned with their original packaging where reasonably possible
Complete with any accessories, manuals or components supplied
Securely packaged to prevent damage during return transit
Customers are permitted to handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.
If goods have been handled beyond what would reasonably be permitted in a physical shop and their value has been reduced, we may make an appropriate deduction from the refund where permitted by law.
3. Items That Cannot Normally Be Returned for Change of Mind
Certain products may be excluded from the standard cancellation right where permitted under UK consumer law.
These may include:
Personalised or custom-made products produced specifically for the customer
Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken
Goods that deteriorate or expire rapidly
Other products specifically excluded from cancellation rights under applicable law
Where an exclusion applies, this will not affect your legal rights if the product is faulty, damaged, misdescribed or otherwise does not conform to the contract.
4. Beauty, Cosmetics and Hygiene-Sensitive Products
For health and hygiene reasons, certain sealed beauty, cosmetic or personal-care products may not be eligible for a change-of-mind return once their protective seal has been opened or removed, where the applicable legal exemption applies.
Unopened eligible products may still be returned in accordance with your applicable cancellation rights.
This does not affect your statutory rights where an item is faulty, damaged or not as described.
5. Personalised Products
Products made or personalised specifically to a customer’s specifications may not be eligible for cancellation or return simply because the customer has changed their mind, where the applicable personalised-goods exemption applies.
This includes products personalised with information such as a customer’s requested name, text or other individual specification.
However, if a personalised item arrives faulty, damaged, incorrect or materially different from what was ordered, please contact us so that we can provide an appropriate resolution.
6. Faulty, Damaged or Incorrect Products
Please contact us as soon as reasonably possible if your order:
Arrives damaged
Is faulty
Is not as described
Contains the wrong product
Is missing an item, part or accessory
Contact us at:
Please provide your order number and a description of the problem.
We may reasonably request photographs or other information to help us understand and resolve the issue.
Your statutory rights relating to faulty or non-conforming goods are not limited by the 14-day change-of-mind cancellation period.
Depending on the circumstances and applicable consumer law, an appropriate remedy may include a repair, replacement, price reduction or refund.
7. How to Request a Return
To request a return, please email:
Please provide:
Your full name
Order number
Product you wish to return
Reason for the return, where applicable
Relevant photographs if the product is damaged, faulty or incorrect
We will provide appropriate return instructions.
Please do not send a return to us without first contacting Tekvo so that we can provide the correct return instructions and help ensure your return is processed properly.
8. Return Shipping Costs
If you are returning an eligible product because you have changed your mind, you may be responsible for the direct cost of returning the product, unless we state otherwise.
If a product is faulty, damaged, incorrect or otherwise does not conform to your order, Tekvo will handle reasonable return costs where required by applicable law.
Any applicable return instructions and responsibilities will be explained when your return request is processed.
9. Refunds
Once an eligible return has been received and assessed, we will process the applicable refund.
Approved refunds will normally be issued to the original payment method.
Where you validly cancel an eligible online purchase under your statutory cancellation rights, refunds will be made within the time required by applicable UK consumer law.
This will generally be no later than 14 days after we receive the returned goods or, where applicable, evidence that the goods have been sent back, whichever occurs first.
Depending on your bank or payment provider, additional time may be required for the refunded amount to appear in your account after we have processed it.
10. Original Delivery Charges
Where you validly cancel an entire eligible order under your statutory cancellation rights, any refund of the original standard delivery charge will be handled in accordance with applicable UK consumer law.
If you selected a delivery service that was more expensive than our least expensive standard delivery option, any additional premium delivery cost may not be refundable where permitted by law.
11. Exchanges and Replacements
Where appropriate, we may offer a replacement or exchange.
For faulty, damaged or incorrectly supplied goods, we will provide an appropriate remedy based on the circumstances and your applicable statutory rights.
Please contact us before returning an item for replacement.
12. Order Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
If the order has not yet entered a stage where cancellation can no longer reasonably be completed, we will attempt to cancel it.
If the order has already been dispatched, you may need to follow the applicable returns procedure after receiving it.
13. Refused or Uncollected Deliveries
If an order is returned to us because the delivery address supplied by the customer was incorrect or incomplete, or because the parcel was not collected or accepted, we will review the circumstances before processing any redelivery or refund.
Reasonable additional delivery costs may apply where appropriate.
This does not affect rights available to customers under applicable consumer law.
14. Refunds for Promotional or Discounted Items
Eligible products purchased during a promotion or at a discounted price may still be returned in accordance with this policy and applicable consumer law.
Any refund will normally be based on the amount actually paid for the returned product, subject to applicable adjustments.
15. Your Statutory Rights
Nothing in this Refund & Returns Policy excludes, restricts or replaces your statutory rights.
Customers in the United Kingdom may have rights under legislation including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
Where there is any conflict between this policy and rights that cannot legally be excluded, the applicable statutory rights will take precedence.
16. Contact Us
If you have questions about a cancellation, return, refund, faulty product or replacement, please contact:
Tekvo
281 Barking Rd
London E13 8EQ
United Kingdom
Email: info@tekvo.co.uk
Phone / WhatsApp: +44 7579 357852
Website: tekvo.co.uk
Please include your order number when contacting us about an existing order so that we can assist you efficiently.
