Refund policy
Return & Refund Policy
TK Experience Ltd
We want you to be happy with your purchase. This policy explains how returns, exchanges, and refunds work for merchandise and event tickets bought from us. Nothing in this policy affects your statutory rights under UK consumer law.
Merchandise (physical goods)
Right to cancel (change of mind)
If you change your mind, you have 14 days from the day you receive your item to notify us that you wish to return it. Once you have told us, you have a further 14 days to send the item back.
To start a return, email us at uk.tkevents@gmail.com with your order number before sending anything back.
Condition of returned items
Items should be returned in their original condition, unworn and unwashed, with all tags attached and in their original packaging. You are welcome to inspect an item as you would in a shop, but if an item is returned showing signs of use or handling beyond what is necessary to check it, we may reduce your refund to reflect the loss in value.
Return postage
You are responsible for the cost of return postage on change-of-mind returns. We recommend using a tracked service, as we cannot process a refund for an item we do not receive. Return postage is free where an item is faulty, damaged, or incorrect (see below).
Non-returnable items
Personalised or custom-made items cannot be returned or refunded unless they are faulty, as they are made specifically for you.
Exchanges
We're happy to offer exchanges — for example, for a different size or colour. Email us at uk.tkevents@gmail.com with your order number and the replacement you'd like, and we'll guide you through it.
Refunds
Once we receive your returned item, we will process your refund within 14 days. Refunds are issued to your original payment method. Depending on your bank, it may take a few additional business days for the funds to appear.
Faulty, damaged, or incorrect items
If your item arrives faulty, damaged, or is not what you ordered, you are entitled to a full refund, repair, or replacement under the Consumer Rights Act 2015. Please contact us at uk.tkevents@gmail.com within 30 days of receiving your order and include your order number and, where possible, a photo of the issue. We will cover the cost of returning faulty or incorrect items.
Event tickets
Tickets are non-refundable and non-transferable once purchased.
If we cancel or reschedule an event, your ticket will automatically be transferred to the next or rescheduled event. In that situation only, your ticket becomes refundable — if you are unable to attend the new date, you may request a full refund by emailing uk.tkevents@gmail.com.
How to contact us
For any return, exchange, or refund query, please get in touch:
- Email: uk.tkevents@gmail.com
- Phone: [INSERT PHONE NUMBER]
- Return address: [INSERT RETURN ADDRESS]
TK Experience Ltd — Company number [INSERT COMPANY NUMBER]