Refund policy

Last Updated: July 13, 2026

At Tivmy, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straightforward refund and return process in accordance with the following terms.

1. Order Cancellations
You may cancel your order within two (2) hours of purchase by contacting our customer service team at support@tivmy.com. If your order has already been shipped, please follow the return instructions outlined below.

2. Return Conditions
We accept returns under the following conditions:
- Return Window: Items can be returned within 30 calendar days from the date of delivery.
- Item Condition: All returned items must be in their original, unused, and resalable condition, with all original tags attached and in their original packaging. Items that are used, damaged, or not in their original packaging may be subject to a partial refund or refusal.
- Proof of Purchase: A valid receipt or proof of purchase (e.g., order confirmation email) is required for all returns.
- Restocking Fee: Tivmy does not charge any restocking fees for returned items.

3. Return Instructions
To initiate a return, please follow these steps:
1. Contact Customer Service: Email our customer service team at support@tivmy.com with your order number, the reason for your return, and any supporting photos if the item is defective or damaged.
2. Receive Return Authorisation: Our team will review your request and, if approved, provide you with a Return Merchandise Authorisation (RMA) number and detailed return shipping instructions. This will include information on how to obtain your return shipping label.
3. Return Packaging: Securely package the item(s) in their original packaging, ensuring all tags and accessories are included. Clearly mark the RMA number on the outside of the package.
4. Shipping the Return: You will be responsible for shipping the item back to our Returns & Fulfilment Centre at Duxford Business Park, Hurdles Way, CB22, Duxford, Cambridge CB22 4PA, United Kingdom. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of your returned item. The cost of return shipping will be covered by the customer, except in cases where the item is defective, damaged, or incorrect (see Section 5).

4. Refund Policy
- Processing Time: Once your return is received and inspected, we will send you an email notification. If approved, your refund will be processed to your original method of payment within 5 business days. Please note that it may take additional time for your bank or credit card company to post the refund to your account.
- Confirmation: You will receive a confirmation email once your refund has been processed.
- Missing Refunds: If you have not yet received your refund, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you have done all of this and still have not received your refund, please contact us at support@tivmy.com.

5. Exceptions and Special Cases
- Defective or Damaged Items: In the rare event that your order arrives defective or damaged, you must contact us within 48 hours of delivery. Please provide your order number and clear photographic evidence of the defect or damage. We will cover the return shipping costs and offer a full refund or a replacement at no extra charge.
- Incorrect Product Received: If you receive an item that is different from what you ordered (e.g., incorrect size, colour, or product), please contact us immediately. We will arrange for the correct item to be shipped to you and cover all associated return shipping costs for the incorrect item.
- Lost Packages: Please refer to our Shipping Policy for detailed information on how we handle lost packages.

6. Exchanges
We do not offer direct exchanges. If you wish to exchange an item for a different size, colour, or product, please follow the return process outlined above for the original item and place a new order for the desired item through our website.

7. Your Statutory Rights
Nothing in this Refund Policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under these regulations, you have the right to cancel your order within 14 days of receiving your goods without giving any reason.

8. Contact Information
For any questions or concerns regarding our Return Policy, please do not hesitate to contact us:

Company Name: Tivmy LLC
Website Name: Tivmy
Company Address: 43 French's Rd, Arbury, Cambridge CB4 3JZ, United Kingdom

Return Address: Duxford Business Park, Hurdles Way, CB22, Duxford, Cambridge CB22 4PA, United Kingdom

Company Registration Number: 14837998
VAT number: GB 482 9912 43

Email: support@tivmy.com
Phone Number: +44 20 3769 1241

Estimated Response Time: Within 24 hours

Business Hours:
Monday to Friday: 8:00 AM - 6:00 PM
Saturday and Sunday: 10:00 AM - 4:00 PM

We are dedicated to ensuring your satisfaction with every Tivmy purchase.