Refund policy
Returns & Refunds
We want you to feel confident when ordering from TC GENIUS. Please read our returns and refund policy below.
✦ Returns & Right to Cancel
For eligible non-personalised products purchased online, you may notify us that you wish to cancel your order within 14 days of receiving the goods.
After notifying us of your decision to cancel, you must return the goods to us within a further 14 days.
Returned products should be handled only as reasonably necessary to inspect them and should be returned with their original packaging and accessories where reasonably possible. We may make a deduction from the refund if the value of the goods has been reduced as a result of handling beyond what would reasonably be permitted when examining the product.
✦ Personalised & Custom-Made Products
Products that are made to your specifications or clearly personalised are generally excluded from the statutory change-of-mind cancellation right once they have been made or personalised for you.
This may include products featuring custom names, text, photographs, engravings, personalised designs, made-to-order specifications, or other customer-requested customisation.
This does not affect your statutory rights if a personalised or custom-made product is faulty, damaged, not as described, or otherwise does not conform to the contract.
✦ Sale & Promotional Items
Products purchased during a sale, promotion, seasonal event, Black Friday promotion, or with a discount code are subject to the same applicable statutory consumer rights as full-price products.
Where an item is personalised or custom-made, the personalised-product rules described above will apply regardless of whether the product was purchased at full price or during a promotion.
✦ Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, incorrect, or not as described, please contact us as soon as reasonably possible at lirs@tcgenius.net with your order number and photographs showing the issue.
Where the product is confirmed to be faulty, damaged, incorrect, or not as described, we will provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, repair, price reduction, or refund.
✦ How to Request a Return
| Step | Action |
|---|---|
| 1 | Email lirs@tcgenius.net and include your order number. |
| 2 | Tell us which item you wish to return and, where applicable, provide details or photographs of any fault, damage, or incorrect item. |
| 3 | We will provide you with the appropriate return instructions and return address. |
| 4 | Please return the item according to the instructions provided. |
Please contact us before sending a return so that we can provide the correct return instructions and return address.
✦ Return Shipping Costs
For eligible change-of-mind returns, the customer is responsible for the direct cost of returning the goods unless we agree otherwise.
If an item is faulty, damaged, incorrect, or not as described, please contact us before returning it. Where required by applicable consumer law, TC GENIUS will cover reasonable return costs or provide an appropriate return method.
✦ Refunds
Once an eligible return has been received and inspected, we will process the applicable refund to your original payment method.
For cancellations covered by the statutory right to cancel, refunds will be made without undue delay and within the applicable legal timeframe. Where required, this includes the cost of our least expensive standard delivery option. Any additional amount paid for an upgraded or express delivery method is not required to be refunded.
After we issue the refund, your bank or payment provider may require additional time to credit the funds to your account.
✦ Exchanges
We do not currently operate a standard exchange service. For eligible non-personalised products, please contact us to arrange a return and place a new order for the product you prefer.
✦ Your Statutory Rights
Nothing in this policy is intended to exclude, restrict, or affect any statutory rights you may have under applicable consumer law.
✦ Contact Us
If you have questions about a return or refund, please contact:
TC GENIUS
Operated by AURORIX LIMITED
Company No. 16620427
Registered in England and Wales
L220 Beaconside Business Village,
Stafford Enterprise Park,
Weston Road, Stafford,
ST18 0BF, United Kingdom
Email: lirs@tcgenius.net
TC GENIUS · Wear the bond you share.