Issues must be reported within 14 days of delivery.

1. Reporting Requirement
- All order-related issues must be reported within 14 days from the date the
package is marked “Delivered”
- This includes:

• Missing items
• Incorrect items
• Damaged items
• Product concerns or defects

2. Eligibility for Review
- The issue must be reported within the 14-day window
- All required information must be submitted, including:

• Order number
• Description of the issue
• Supporting photos (where applicable)
• Batch number (for product-related
  concerns)
  

- The claim must be actively followed up and completed within the required
timeframes

3. Follow-Up Requirement (3-Day Rule)

- Customers must respond to all requests and provide any additional
information required
- If no response is received within 3 calendar days, the case will be closed
- Closed cases will not be reopened
- Delayed follow-ups, partial responses, or attempts to resume a claim after
inactivity will not be accepted
- Incomplete submissions or failure to respond may result in closure

4. Time Limit Enforcement
- Claims submitted after 14 days will not be reviewed
- No exceptions will be made

5. Important - Claim Completion & Timeframe Requirements
- Submitting an initial report within 14 days does not preserve or extend a
claim indefinitely
- All claims must be actively followed up and completed within required
timeframes
- Failure to respond within the 3-day window will result in closure of the case

6. Verification Limitation – 14 day rule applies
- TKB Trading is unable to verify:

• Product condition
• Shipment accuracy
• Carrier handling after the 14-day period or extended delays
  

- Claims not completed within the required timeframe will not be reconsidered

7. Delivery & Tracking Responsibility

- A tracking number is provided once your order ships
- Customers are responsible for monitoring their shipment
If marked “Delivered” but not received:
- Check your property
- Check with household members or neighbors
- Contact the carrier
- Allow up to 24 hours for delivery completion

8. Lost or Stolen Package Policy
If shipping insurance was NOT purchased:
- TKB Trading will file a claim with the carrier
- Customer must wait for carrier investigation
- No replacement or refund during investigation
- Resolution based on carrier findings only

If package is confirmed stolen (Delivered):

- TKB Trading is not responsible
- No replacement or refund will be issued

If shipping insurance WAS purchased:
- Contact support within 14 days
- TKB will assist with claim
- Resolution based on claim outcome

9. Final Notice
- All claims must be:

• Reported within 14 days
• Fully documented
• Actively followed up

- Failure to meet these requirements results in permanent closure without
exception

TKB Trading is committed to providing high-quality products for cosmetic formulation.
For safety and purity reasons, we do not accept returns, exchanges, or refunds on any consumables.

This includes:

• All Bases ( Lips, Nails, Soaps, Body)
• Oils (Essential & Flavoring)
• Colorants ( Powders, Liquids, Cream, Paste)
• All Additives
• Butters and Waxes
• DIY Kits

If your order arrives damaged, please email support@tkbtrading.com within the timeframe below. Shipping fees are non-refundable.

Photo Documentation Required

To process a damage claim, include clear photos showing:

1. The damaged item with packaging removed (full, front-facing view)
2. Close-ups of the damaged area(s)
3. The shipping box and any packing materials
4. The item’s lot/batch label (if present)

Claims submitted without clear, full-view photos cannot be processed.

Claim Timeframe

• Within 14 days of delivery.
• Claims made after 14 days cannot be accepted.

Resolution

• For items under $10 (unit price before tax/discount): we provide a refund to the original payment method (or store credit if you prefer). We do not reship items under $10.
• For items $10 and above: you may choose a refund or a replacement (replacement ships via our standard method).
• If the item is part of a bundle/kit, we’ll resolve the affected component(s) per the rules above.

Notes

• We may request the item be returned for investigation (a prepaid label will be provided when required).
• Improper storage/handling after delivery (e.g., heat/freezing exposure) is not eligible.
• “Add to next order” option: For items under $10, we can include a free replacement in your next order (standard shipping applies to that order).
• International orders: For all international orders, refund only (no reship) due to customs and transit costs.

• Missing item claims must be reported within 14 days of carrier marked delivery.
  
• Customers are required to provide:
  - photos of the outer box
  - shipping label
  - packaging materials
  - all items received
  
• TKB reviews shipment weights, warehouse packing photos, carrier scan data, and packing/security records during investigation.
  
• Discarding the outer box or packaging materials may limit or prevent claim investigation.
  
• USPS shipments marked delivered are shipped at the customer’s risk unless shipping insurance was purchased. Uninsured USPS shipments marked delivered are not eligible for replacement or refund.
  
• For UPS and FedEx shipments, TKB will file a carrier claim investigation where applicable. Customers must wait for the carrier investigation process to complete before replacement or refund consideration.
  
• Customers must respond to documentation requests within 3 calendar days or the case may be closed.

We understand that plans can change. Please review our cancellation policy carefully before placing your order.

Order Cancellations (Before Shipment)

• Orders may be cancelled before they have shipped, subject to a 6% cancellation fee.
• This fee covers non-refundable credit card processing fees and Shopify platform charges incurred at the time the order was placed.
• The remaining balance will be refunded to the original payment method.

Order Cancellations (After Shipment)

Once an order has shipped, it cannot be cancelled.

If a customer chooses to refuse delivery or request a return after shipment, the following will apply:

• The customer is responsible for all return shipping costs.
• A 6% cancellation fee will apply to cover credit card and platform fees.
• A 20% restocking fee will apply in accordance with our Refund Policy.

Consumable Products – No Cancellations After Shipment

• Consumable products are strictly non-cancellable once shipped.
• This includes, but is not limited to: cosmetic bases, pigments, powders, liquids, oils, additives, and other formulation ingredients.
• For safety, quality control, and regulatory reasons, consumable products cannot be cancelled, returned, or refunded after shipment under any circumstances.

Closed Legacy Partners

Closed Legacy Partner Status is a grandfathered designation from a prior partner program that is permanently closed and not open to new accounts.

The same cancellation fees, return restrictions, and post-shipment rules apply to Closed Legacy Partners.

Closed Legacy Partner Status does not exempt orders from:

• Cancellation fees – 6%
• Return shipping – to be paid by the legacy partner
• Restocking fees – 20%
• No-refund rules on consumable products

Any exceptions granted to Closed Legacy Partners are one-time courtesies only, made at TKB Trading’s sole discretion, and do not establish precedent for future orders.

Important Notes

• Shipping fees are non-refundable.
• Cancellation fees are deducted from the refund amount.
• Refunds, where applicable, are issued only after returned items are received and inspected.
• Policy exceptions do not alter future enforcement.

Policy Acknowledgement

By placing an order with TKB Trading, you acknowledge and agree to this Cancellation Policy and our full Refund Policy.