At TKTX Cream Direct, we want you to be satisfied with your purchase. This policy explains when returns, refunds and exchanges may be available and how to contact us if you have an issue with your order.
This policy applies subject to your statutory rights under applicable UK consumer law.
1. Returns
If you wish to return an item, please contact us at [email protected] before sending anything back.
Unless a different legal right applies, returned products should be:
- Unused and unopened.
- In their original condition.
- In the original packaging.
- Complete with all applicable contents and accessories.
- Accompanied by proof of purchase or order details.
For hygiene and product-safety reasons, we may not be able to accept returns of products that have been opened or used, except where the item is faulty, damaged, incorrectly supplied, or where applicable law provides otherwise.
2. Damaged, Faulty or Incorrect Items
If your order arrives damaged, defective or you receive the wrong product, please contact us as soon as possible at:
Please include your order number and, where appropriate, photographs showing the product and packaging.
We will assess the issue and, where applicable, offer an appropriate remedy in accordance with your statutory consumer rights. This may include a replacement, refund or other appropriate resolution.
3. Products and Usage
Our products must be used strictly in accordance with the manufacturer’s instructions and any instructions supplied with the product.
Results may vary depending on individual circumstances, including application method, quantity used, skin type, preparation, storage and other factors.
We cannot provide refunds simply because a product did not produce the expected result where the product has been correctly supplied and is not faulty.
We cannot accept responsibility for issues resulting from incorrect use, failure to follow supplied instructions, improper storage, use for an unintended purpose or other circumstances outside our reasonable control.
Nothing in this section affects any statutory rights you may have under applicable law.
4. Change of Mind
Where applicable under UK consumer law, you may have a statutory right to cancel certain online purchases within the applicable cancellation period.
However, certain products may be exempt from cancellation rights where an applicable legal exception applies, including certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
If you wish to cancel an order or believe you have a statutory cancellation right, please contact us at [email protected] as soon as possible.
5. Refunds
Once we have received and assessed a returned item, we will notify you whether the refund has been approved.
Where a refund is approved, it will normally be issued to the original payment method.
The time required for the funds to appear in your account may depend on your payment provider or bank.
Where a refund is required under applicable consumer law, we will process it in accordance with the relevant legal requirements.
6. Sale and Promotional Items
Sale and promotional products may be subject to specific terms displayed at the time of purchase.
A discounted price does not remove your statutory consumer rights. Faulty, incorrectly supplied or otherwise legally refundable products will be handled in accordance with applicable law.
7. Exchanges
If you receive a faulty, damaged or incorrect item, please contact us before returning it.
Where an exchange is appropriate, we will advise you of the next steps.
We do not guarantee exchanges for unwanted or opened products where no legal right to return applies.
8. Return Shipping
If you are returning an item because you have changed your mind, you may be responsible for the applicable return shipping costs, subject to your statutory rights.
If the item is faulty, damaged, incorrectly supplied or the return is otherwise our responsibility, we will handle reasonable return arrangements in accordance with applicable law.
Please contact us before returning an item so that we can provide the appropriate instructions.
We recommend using a tracked delivery service when returning an item, as we cannot be responsible for a parcel that does not reach us where the customer has arranged the return.
9. Refunds for Missing or Lost Returns
If you arrange a return yourself, please retain your postage receipt and tracking information until the return has been received and processed.
Where appropriate, we may require evidence that the item has been returned before processing a refund.
10. Order Cancellation
If you want to cancel an order before it has been dispatched, contact us as soon as possible at:
We will make reasonable efforts to stop the order where possible.
If the order has already been dispatched, you may need to follow the applicable returns or cancellation procedure.
11. How to Contact Us
For any questions regarding returns, refunds, exchanges or cancellations, please contact:
Legacy Ink Supplies Ltd (trading as TKTX Cream Direct)
Company No. 15910111, registered in England & Wales
82 Blackburn Road
Accrington
BB5 1LL
United Kingdom
Email: [email protected]
Please include your order number and a brief description of the issue so that we can assist you as quickly as possible.