Refund and Returns Policy
At Tocaga, your satisfaction is our priority. If you’re not completely satisfied with your purchase, we’ve got you covered. Our Return & Refund Policy outlines the steps to return your items and obtain a refund, ensuring your peace of mind.
Requirements for Returns
If you are not completely satisfied with your purchase, products can be returned within 21 days of the delivery date for a full refund.
Items being returned must be unused, in their original condition, and packaged as received to receive a full refund.
If our inspection team finds a product has been used, we will not accept a refund.
Non-Returnable Items
Certain products, including perishable goods, custom-made items, and gift cards, are not eligible for return. For specific details, please contact our customer service team.
Return Process
Returning an item is simple and straightforward. Please follow the steps below to initiate the return process:
- Contact Customer Service: Reach out to our customer service team to inform them of your intention to return an item via assist@tocaga.com with your order number and the reason for the return.
- Receive Return Instructions: Once we’ve confirmed your eligibility for a return, we will provide you with detailed instructions on how to proceed. This may include information on packaging your item securely and selecting a shipping method.
- Ship the Item: Repack the product in the original packing materials used for shipping. We will issue a return label for you to send us back your product with the appropriate address.
- Return Shipping Costs: Customers are responsible for the cost of return shipping. These costs are non-refundable.
Refund Process
- Refund Eligibility: Refunds are issued for eligible returned items that meet our return criteria. Please refer to our Return Policy for details on eligibility.
- Processing Time: The refund will be processed within 5-10 business days from the date we receive the returned item and verify its eligibility. Shipping fees are non-refundable
- Refund Method: Refunds will be issued via the original method of payment used for the purchase. For example, if you made the payment using a credit card, the refund will be credited back to that same credit card.
- Refund Confirmation: Once the refund has been processed, you will receive a confirmation email. This email will include details of the refunded amount and any relevant information regarding the transaction.
- Failed Refunds: If, for any reason, the refund fails to process successfully, we will notify you via email or phone. We will work closely with you to resolve any issues and ensure that you receive the refund owed to you.
If you have any questions or concerns regarding our refund process, please don’t hesitate to contact us at assist@tocaga.com. We’re here to assist you every step of the way.