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Cancellation & Refund Policy

At The Toko's, customer satisfaction is our priority. Please read our Cancellation & Refund Policy carefully to understand your rights and our process.

🔁 Order Cancellation

You can cancel your order under the following conditions:

  • Before Shipping:
    Orders can be cancelled within 12 hours of placing the order or before the item is shipped – whichever is earlier.
    ✅ Full refund will be issued to your original payment method.

  • After Shipping:
    Once the order has been shipped, cancellation is no longer possible. You may, however, request a return after delivery (see below).

To cancel an order, contact us at [Your Email / WhatsApp] with your Order ID and reason for cancellation.

💸 Refunds (for Returns or Cancellations)

You are eligible for a full or partial refund under the following conditions:

  • You have cancelled the order before shipping – Full refund.

  • You received a damaged, defective, or incorrect item – Full refund or free replacement.

  • Your return request is approved (within 7 days of delivery and meets return criteria) – Refund processed after inspection.

Refund Timeline:

  • Approved refunds will be credited to your original payment method within 5-7 business days after processing.

Note: Shipping charges are non-refundable unless the return is due to our error.

❌ Non-Refundable Situations

  • Product returned in used, damaged, or non-original condition.

  • Returns requested after 7 days of delivery.

  • Cancellation requested after the item has been shipped.

  • "Change of mind" returns unless product is faulty.

📦 How to Request a Return/Refund

  1. Email or WhatsApp us at [Your Contact Info] within 7 days of delivery.

  2. Share your Order ID, reason, and photos (if item is damaged/incorrect).

  3. We’ll review and respond within 24-48 hours with the next steps.