Refund & Return Policy

Order Cancellations

Should you wish to cancel an order, kindly send an email to our customer service at support@tokcare.com. You will subsequently receive an email confirmation of your order cancellation.

If your order has not yet been shipped, we will process a full refund, with all funds being returned to your original payment account. In the event that the order is already on its way, we will reach out to the shipping carrier to request the recall of the order and proceed with arranging your full refund. Should the recall attempt be unsuccessful, we request that you reject the delivery when the logistics service delivers the products.

Upon the issuance of a refund, the money will be credited back to your payment account. For further details, please consult the table provided below.

Payment Method	Refund Processing Time	Note
Credit Card	Within 3-15 business days after receiving the refund email (depends on your card issuer)	We will not impose any processing fee on you
Paypal	Within 3-7 business days after receiving the refund email	/

30-day Return Guarantee

TOKCARE offers a 30-day Return Guarantee. If you are not content with a product you have purchased from TOKCARE, you have the option to return it within 30 days for a replacement or a refund, whichever you prefer. We will not cover the cost of shipping and handling unless the return is due to a mistake on our part.

To qualify for a return, the product must be in its brand new and unused state. All returns or exchanges must come with their original packaging unaltered. Any item that does not meet these conditions may not be eligible for a refund. Please note, used products are not eligible for returns and are subject only to our warranty policy.

To begin a return process, please email our customer support at support@TOKCARE.com and wait for a confirmation email regarding your return.

Reasons Supporting Free Return

Please note: For any of the above return scenarios, contact us with the necessary pictures or videos. Once we have verified the issue, we will provide you with an appropriate solution.

Return reason	Note
DOA(Dead on Arrival)	An item is physically broken or damaged. An item won't turn on. An item doesn't operate properly.
Problems Receiving the Product	My order hasn't arrived yet, where is it? There are issues with receiving the delivery due to Customs (if applicable). I received my package, but it's missing one or more items.
Doesn't Match the Description	I received a completely different item than what I ordered. The item I received is correct, but it lacks the functionality that was promised in the description.
Products Quality Issues	I'm unable to make the product work and require assistance. An accessory, such as a cable, arrived damaged or is not functioning.
Missing Parts	An item appears to be missing parts. An item seems to be missing accessories. An item is missing the manual.
Other Problems	The return is due to an error on our part for reasons other than those previously mentioned.

Reasons Not Supporting Free Return

Note: For the return situations listed below, the buyer will be responsible for covering the cost of returning and restocking the item.

Return reason	Note
Logistics Reasons	Arrived too late Not delivered by the specified date Incorrect address and phone number leading to delivery issues
Customer Reasons	Don't want/need/like it Receive the item but change your mind/Does not meet my expectations Order by mistake Price changes/High shipping cost/Found better products. Accidentally broke the product.
Customer Operation Error	Any damage resulting from the user's misuse will not be covered. Purchased the incorrect item due to user error.

 

TOKCARE offers a 12-month repair warranty for all products purchased from TOKCARE.com, covering defects in quality. The warranty period begins on the day the customer receives the package. If a product has been with a customer for more than 30 days, any returns and refunds will be handled in accordance with our warranty policy.

How to Return and Get a Refund/Replacement?

Step 1: Contact Customer Service Please send an email to our customer service at support@tokcare.com with the reason for the return. Include any necessary photos or videos to help verify the problem with your order.

Step 2: Receive a Solution Once we receive your request, our customer service team will evaluate it and offer a resolution based on our return and refund policy.

Step 3: Agree on the Solution After reaching an agreement on the solution between both parties, our customer service team will provide you with the return instructions (Please do not send your return to the sender's address on your package).

Step 4: Return the Product If required, send back the product according to our instructions within 30 days. Upon receipt and inspection at our warehouse, our customer service team will proceed with the refund/replacement process. We closely monitor returns and will keep you updated via email. After your return has been received, please allow up to 1 week for us to process and inspect the contents.

Step 5: Refund Issuance You will receive your refund within 2-14 business days after the return process is completed. The exact timing may vary depending on your card issuer

In the Event of a Return, Who Is Responsible for the Costs?

TOKCARE will absorb all costs related to internal shipping, import duties, and the restocking process for defective products. If our Quality Control (QC) engineers confirm that the returned products are indeed defective, we will provide compensation through repair, replacement, credit, or refund. On the other hand, if the returned products are found to be in good working condition after testing, TOKCARE reserves the right to refuse responsibility and may impose a restocking fee at our discretion.

For returning items that have been repaired to the customer, TOKCARE fully covers the shipping costs. If a product is irreparable, a full refund of the initial product price will be made to the original payment method, or the customer will receive a brand-new replacement item.

Please note that products received by TOKCARE may be ineligible for a return and could be rejected under any of the following circumstances:

• Products not purchased from TOKCARE.com.
• Products that are returned incomplete, without all the original accessories, including the box, manuals, parts, and any other items originally included at the time of purchase.
• Products with evidence of tampering or modifications.
• Products that do not match the item specified in the original order.

Return Address: 4225 Tudor Ln, Unit 101,Greensboro NC, US
Support Email: support@tokcare.com
Customer Phone Service: +1 336 308 8235

Kind Reminder: Please be aware that TOKCARE does not cover the shipping costs for returns initiated by the customer. All returns require authorization from our customer service team. Upon receiving confirmation from customer service, make sure to follow their instructions carefully to carry out the return process.