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Refund & Returns Policy

Last updated: 31 May 2026

Our Commitment

Thank you for shopping with Tokogi. We want every order to arrive beautifully, safely, and exactly as expected. If something is not right, we will always aim to resolve it fairly and as quickly as possible.

Your Right to Cancel

For most online purchases in the United Kingdom, you have the legal right to cancel your order within 14 days of receiving your goods. After notifying us that you wish to cancel, you then have a further 14 days to return the item to us.

Items must be returned unused, in their original condition, with all tags, labels, packaging, and seals intact.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, defective, or incorrect, please contact us as soon as possible. You may be eligible for a refund, replacement, or repair depending on the issue.

To help us review your case, please provide clear photographs of the item, packaging, and any visible damage through your account dashboard or by contacting our support team.

Lost or Undelivered Orders

If your order has not arrived and tracking confirms that it has been lost in transit, or if there is a courier issue outside your control, we will investigate the matter and, where appropriate, arrange a replacement or refund.

Change of Mind Returns

If you change your mind, you may return eligible items provided that:

  • The item is unused, unworn, and in its original condition.
  • All tags, labels, hygiene seals, and packaging remain intact.
  • The item is returned in its original box, pouch, or protective packaging where applicable.
  • The return is requested within the legal cancellation period.

Returned items will be inspected before any refund is approved.

Perfume, Fragrance, Hygiene & Personal Care Products

For health, hygiene, and safety reasons, certain products cannot be returned once opened, unsealed, used, tested, or handled in a way that makes them unsuitable for resale.

This includes, but is not limited to:

  • Perfumes, fragrance products, solid perfumes, balms, creams, oils, and similar personal care items.
  • Products with broken, removed, damaged, or tampered hygiene seals.
  • Products that have been opened, applied, sampled, or used.

If these items remain completely sealed, unused, and in their original condition, they may be eligible for return within the applicable return period.

Items That Cannot Be Returned

We are unable to accept returns for:

  • Items that have been worn, washed, altered, damaged, stained, or used.
  • Items returned without original tags, labels, or packaging.
  • Opened or unsealed hygiene, fragrance, perfume, or personal care products.
  • Gift cards, digital products, or downloadable items.
  • Any item returned outside the permitted return period, unless faulty.

Return Shipping

Unless the item is faulty, incorrect, or damaged on arrival, customers are responsible for the cost of returning items to us. We recommend using a tracked postal service and keeping proof of postage until your refund has been processed.

Refund Process & Timeline

Once your return has been received and inspected, we will notify you whether your refund has been approved. Approved refunds will be issued to the original payment method.

Refunds are usually processed within 14 days of receiving the returned goods, or from the date you provide evidence that the goods have been sent back. Your bank or payment provider may take additional time to show the refund in your account.

How to Request a Return

To request a return, please log in to your Tokogi Account Dashboard and submit a return request. If you are unable to access your account, please contact our support team.

Please include your order number, reason for return, and any supporting photographs where relevant.

Our Final Review

All returned items are carefully reviewed before a refund is issued. If an item does not meet our return conditions, we may be unable to offer a refund and may return the item to you.

Customer Care

If you have any questions about your order, return, exchange, or refund, our team is here to help.

We aim to make every experience with Tokogi clear, respectful, and straightforward.

Final Note

Thank you for choosing Tokogi. We appreciate your trust and are committed to offering products and service that feel considered, refined, and reliable.