Return & Refund Policy

At Tovika, we want customers to feel confident when shopping with us. This Return & Refund Policy explains how eligible returns, cancellations, exchanges and refunds are handled.

Nothing in this policy is intended to limit or exclude any statutory rights you may have under applicable UK consumer law.

30-Day Return Policy

Tovika accepts eligible returns within 30 days of delivery.

To request a return, please contact us at contact@tovika.co.uk within the applicable return period.

For returns made under our voluntary 30-day return policy, products should normally be:

In their original condition
Unused, except for reasonable inspection
Complete with all included parts and accessories
Returned in the original packaging where reasonably possible
Accompanied by proof of purchase or the relevant order number

Please contact us before sending an item back. We will provide the appropriate return instructions after reviewing your request.

UK Right to Cancel

Customers purchasing eligible goods online in the United Kingdom generally have a legal right to cancel their purchase within 14 days after receiving the goods, without having to provide a reason.

After notifying us of your decision to cancel, you generally have a further 14 days to return the goods.

These statutory cancellation rights are subject to the exclusions and conditions provided under applicable UK consumer law.

How to Request a Return

To request a return, please contact Tovika:

Email: contact@tovika.co.uk
Phone: +44 75 3713 2958

When contacting us, please provide:

Your full name
Your order number
The product you wish to return
The reason for your return
Clear photographs where the item is damaged, faulty or incorrect

Once we have reviewed your request, we will provide you with the appropriate return instructions.

Change of Mind Returns

If you change your mind about an eligible purchase, you may request a return within the applicable return period.

For eligible change-of-mind returns, customers are generally responsible for the cost of returning the product unless otherwise required by applicable law.

We recommend using an appropriate tracked delivery service when returning an item so that you can monitor the return shipment.

Faulty, Damaged or Incorrect Items

If you receive a product that is faulty, damaged or different from the item you ordered, please contact us as soon as possible.

Please provide your order number, a description of the issue and clear photographs where appropriate.

If the product is confirmed to be faulty, damaged or incorrect, Tovika will provide an appropriate remedy in accordance with applicable UK consumer law.

Where Tovika is responsible for the return, reasonable return shipping costs will be covered where required.

Items Damaged During Delivery

If your parcel or product arrives damaged, please contact our customer support team promptly after delivery.

Please keep the product and its original packaging while we review the issue. We may request photographs or additional information to help us assess what happened.

Once the issue has been reviewed, we will provide the appropriate next steps.

Return Shipping Costs

For eligible returns resulting from a change of mind, return shipping costs are generally the responsibility of the customer.

Where a product is faulty, damaged or incorrect, Tovika will cover reasonable return shipping costs where required.

Any applicable return costs or instructions will be communicated to you before the product is returned.

Condition of Returned Items

Customers may inspect products in a reasonable manner, similar to how they would normally inspect an item in a physical shop.

Where permitted by applicable law, an appropriate deduction may be made from a refund if the value of a returned product has been reduced because it was handled beyond what was reasonably necessary to establish its nature, characteristics and functionality.

Non-Returnable Items

Certain products may not qualify for change-of-mind returns where an applicable legal exception applies.

Examples may include products that have been personalized or made specifically for the customer.

This does not affect applicable statutory rights relating to products that are faulty, damaged, unsafe or not as described.

If you are unsure whether a product can be returned, please contact us before sending it back.

Exchanges

If you would like to exchange an eligible product for another item, please contact our customer support team to discuss the available options.

Depending on the circumstances, the simplest option may be to return the eligible product and place a new order.

Faulty, damaged or incorrect products will be handled separately in accordance with this policy and applicable consumer law.

Refunds

Once a returned product has been received, we will review the return and notify you regarding the status of your refund.

Where statutory cancellation rights apply, refunds will be processed within the time frame required by applicable UK law.

For qualifying cancellations, refunds are generally issued within 14 days of receiving the returned goods, or within the applicable statutory period.

Approved refunds will normally be issued to the original payment method used for the purchase.

After Tovika issues a refund, your bank or payment provider may require additional processing time before the funds appear in your account.

Original Delivery Charges

Where UK statutory cancellation rights apply to the cancellation of an entire eligible order, the applicable standard delivery charge will be refunded as required by law.

If you selected a delivery service that was more expensive than our standard delivery option, the additional cost of that upgraded service may not be refundable.

Partial Returns

If you return only part of an order, any refund relating to the original delivery charge will depend on the circumstances of the return and applicable consumer law.

Eligible returned products will be refunded in accordance with this policy.

Cancel or Change an Order

If you need to cancel or change an order before it has been dispatched, please contact us as soon as possible.

We will try to accommodate your request. However, we cannot guarantee that changes or cancellations will be possible once order processing or dispatch has begun.

Any applicable statutory cancellation rights remain unaffected.

Refund Not Received

If we have confirmed that a refund has been issued but you have not yet received it, please allow sufficient time for your bank or payment provider to process the transaction.

Processing times can vary between financial institutions.

If the refund still does not appear after the expected processing period, please contact us and our customer support team will assist you.