Dear Customer,


Before sending your return to us, please follow the below steps:


  1. We follow the TIKTOK UK 14 days return policy. If your order is older than 14 days, you will need to contact us directly and discuss the return request with our Customer Service Team - please note we will not cover the returns postage.


  1. Accidental Damage or Water Damage or Pressure damage is not included under your 2-year warranty.


  1. If you have sent a return to us within the 14 days return period, our Technical Support team are required to carry out a full analysis of the product before we can refund you. This will be completed within 48 hours of receiving your return, complying with TIKTOK’s policy. If your return is still unopened or as new condition and this is confirmed, you will be refunded fully ASAP.


  1. In case of damage or incomplete product returns after 14 days of purchase, we cannot refund the full amount. The buyer will be charged a minimum 20% admin and restocking fee and once our Technical Support team have finished with the analysis of the returned product, we will contact you regarding the refund amount, this will depend on the item condition and how many days ago it was ordered. (As per TIKTOK Selling Policy).


  1. Please remove all passwords and accounts linked to the device (this includes Apple Account ID, Google accounts, find my iPhone), please ensure to reset the device before sending back to us. If passwords are not removed, you will not be refunded the full amount as our Technical Support team will have to use software to reset the passwords/ device. If we are unable to do so, the product will be returned to the customer.


  1. If you are returning a handset, as well as point 5 above, please ensure to remove any screen lock, pin lock or face ID unlock.


7.Please return all Box Contents and any accessories that you received along with the device in your order. This includes any free or promotional items.


8.Please ensure you put details like your Order ID, name and contact number in with the return to avoid delays in it being processed.


Once we have received your return, we aim to have it processed and refunded within 48 hours, providing all the above points have been complied with and it is a simple return process, if we have any queries or feedback from the Technical Support team which may delay your return being processed/refunded, we will contact you.


We thank you for your understanding and kind support.





Please return to:


TikTok Return's Department

Livewire Telecom Ltd

Unit 1143 Silverstone Park

Buckingham Road



NN12 8FU

United Kingdom