Refunds & Returns

Your right to cancel an online order

If you are a UK consumer purchasing online, you normally have the right to cancel your order without giving a reason. The cancellation period ends 14 days after the day you, or a person nominated by you, receives the goods.

To exercise this right, email info@ticomart.uk with a clear statement that you wish to cancel. Please include your order number, name and the email address used for the order. After notifying us, you must send the goods back without undue delay and no later than 14 days after telling us that you wish to cancel.

Where the statutory right to cancel applies, we will refund the price of the returned goods and the cost of our least expensive standard delivery option. Any additional amount paid for an enhanced or express delivery service is not refundable beyond the standard-delivery amount.

Our voluntary 30-day return policy

In addition to your statutory rights, we accept requests to return most eligible items within 30 days of delivery. For a return under this voluntary policy, the item must be unused, in a resaleable condition and, where reasonably possible, in its original packaging with all parts, accessories and instructions.

A return requested after the statutory 14-day cancellation period but within our voluntary 30-day period may be limited to the product price; original delivery charges are not normally refunded unless the item is faulty, damaged, incorrect or not as described.

Items that cannot normally be returned

Unless an item is faulty, damaged, incorrect or not as described, the right to cancel or our voluntary return policy may not apply to:

• personalised, bespoke or custom-made goods;
• goods liable to deteriorate or expire rapidly;
• sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed;
• sealed audio, video or computer software once unsealed;
• newspapers, periodicals or magazines, except subscriptions;
• digital content once supply has begun with the required consent and acknowledgement; and
• gift cards or vouchers, except where the law requires otherwise.

This list does not remove your legal remedies where goods are faulty or have been misdescribed.

Faulty, damaged, incorrect or misdescribed items

Please inspect your order after delivery and contact us promptly if an item is faulty, arrives damaged, is not what you ordered or does not match its description. Include your order number, a description of the issue and clear photographs where helpful.

Depending on the circumstances and your statutory rights, an appropriate remedy may be a refund, repair or replacement. Where we confirm that goods are faulty, damaged, incorrect or misdescribed, we will cover reasonable return costs or provide suitable return instructions.

UK consumers may have a short-term right to reject faulty goods within 30 days, as well as further rights to repair, replacement or another remedy. These legal rights are separate from our voluntary return policy and are not restricted by it.

Return postage and responsibility

Change-of-mind returns

Unless we agree otherwise, you are responsible for the direct cost of returning an item because you changed your mind. We recommend using a tracked service and retaining proof of postage. You remain responsible for the item until it reaches the return location provided by us.

Faulty or incorrect goods

If we confirm that an item is faulty, damaged, incorrect or not as described, TicoMart will cover reasonable return costs or arrange an appropriate return method.

Refunds

Once a return is received, we will inspect it and notify you of the outcome. Approved refunds are made to the original payment method.

Where statutory cancellation rights apply, we will issue the refund without undue delay and no later than 14 days after receiving the goods back or receiving acceptable evidence that they were sent back, whichever is earlier. We may withhold the refund until then where the law permits.

Banks and payment providers may take additional time to show the credit in your account after we have processed it. If a refund does not appear after a reasonable period, contact your payment provider and then email us if you still need help.

How to request a return

1. Email info@ticomart.uk.
2. Provide your order number, name, contact email and reason for the return.
3. For damaged, faulty or incorrect items, attach clear photographs where possible.
4. Wait for our return instructions and the appropriate return location.
5. Package the item securely and retain proof of postage.

Changing or cancelling before dispatch

Contact us as soon as possible if you need to change or cancel an order. We will try to help, but changes cannot be guaranteed once processing or dispatch has begun. If the order has already been dispatched, you may need to use the return process described above.