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Returns and refunds

If something was damaged, expired or simply isn't what you ordered, we'll put it right at our cost. Returns come back to the clinic — there's no postage to pay. For change-of-mind returns, please read the conditions first.

Opened products cannot be returned. Skincare is a personal-care product. Once a seal is broken or a jar, pump or dropper has been used, we cannot resell it and cannot accept it back, whatever the reason — this is a hygiene rule, not a commercial one.

If you are unsure whether something suits your skin, ask before you open it. We'd much rather answer a question, or give you a sample, than turn down a return.

If something is damaged, expired or wrong

This is on us, and it costs you nothing. Tell us within 7 days of collecting or receiving your order if:

  • it was broken, leaking or damaged when you got it
  • it is past its expiry date, or expires too soon to reasonably use
  • you were given a different product, size or quantity than you ordered
  • the product is faulty or defective

Email shop@tikishop.shop with your order number, or just tell us at your next appointment. A photo usually settles it on the spot.

We will replace it or refund it in full, whichever you prefer, and no fee of any kind is deducted. This applies even if the product has been opened — if it's faulty, the hygiene rule above doesn't apply to you.

Change-of-mind returns

If you simply want to return something, you have 30 days from collection or delivery. To be accepted it must be:

  • unopened and unused, with all manufacturer seals and shrink-wrap intact
  • in its original retail packaging, undamaged and unmarked, with any outer carton
  • accompanied by any free product, sample or gift that came with the order

A 20% restocking fee is deducted from the refund. Returned stock has to be re-inspected and, depending on its condition and remaining shelf life, may not be resellable at all. So a $100 product returned by choice refunds $80. We'd rather you knew that before you ordered than discovered it afterwards.

The restocking fee is never charged on damaged, expired, defective or incorrectly supplied items.

How to return something

Bring it back to the clinic — at your next appointment, or at a time we arrange. There is no postage to pay and nothing to package up.

  • Tell us first, by email or in person, so we know it's coming and can check it qualifies.
  • If your order was delivered and you'd rather not make a trip, we'll collect it on our next delivery round in your part of the city.
  • Once we've looked at it, we refund within 10 business days.

What we cannot accept

  • Anything opened, unsealed, used, sampled or decanted
  • Products with missing, defaced or damaged packaging
  • Orders where the free gift or sample has not come back with them
  • Products damaged after you received them, including by heat, freezing or sunlight
  • Requests made more than 30 days after collection or delivery
  • Products not supplied by us. We are an authorized professional stockist for Dr. Spiller, Histolab and Kobido, but we can only take back what we supplied — anything bought elsewhere has to go back to wherever it came from.

How refunds are calculated

  • Refunds go to the original payment method through Square. We cannot redirect a refund to a different card, or pay it out another way.
  • You are refunded what you actually paid. If you used a discount code, the refund reflects the discounted price, not the list price.
  • A one-time discount code is not reinstated after a refund. Once spent, it's spent — please be sure before you use one.
  • A delivery fee already paid is not refunded on a change-of-mind return, since the journey was still made.
  • If a partial return drops the order below the free-delivery threshold, the delivery fee that would have applied is deducted from the refund.
  • Where a whole order is refunded because of our error, you get everything back, delivery fee included.

Cancelling an order

If we haven't handed it over yet, email us and we'll cancel it and refund you in full, with no fee. After that the return conditions above apply instead.

Orders are held for 60 days. If you haven't been in by then we'll get in touch before returning anything to stock.

Your legal rights

Nothing on this page reduces your rights under Alberta's Consumer Protection Act, the Sale of Goods Act, or any other law that applies to you. Products must match their description and be of acceptable quality. Where the law gives you a remedy we haven't offered here, the law wins — and the 20% restocking fee applies only to returns made by choice, never to something faulty, expired, damaged or wrongly supplied.

Talk to us

If a return has gone wrong, or you think this policy is being applied unfairly to your order, say so directly and we'll look at it properly. You'll usually be standing in front of us anyway.

shop@tikishop.shop · (403) 237-0203

Last updated 25 September 2026. See also our terms of sale and privacy policy.