Refunds Policy

Last Updated: August 1, 2025

1. Order Cancellation Rules

  • Cancellation Window:
    All orders must be canceled within 24 hours of placement.

  • How to Cancel:
    → Email support@tokmoc.com with:
    Order Number + Cancellation Reason
    → Refunds processed within 72 hours (original payment method).

  • Restrictions:

    Product Type Cancellation Policy
    Custom Parts Orders Non-cancelable after 12 hours (picking process starts)
    Sets & Lighting Kits Cancelable before shipment (typically ships in 24h)

2. Returns Policy

A. Sets & Lighting Kits

  • Conditions:

    • Unopened • Original box intact • Tamper-evident seals undamaged

    • Request within 60 days of delivery

  • Return Process:

    1. Get RMA#: Contact support@tokmoc.com

    2. Ship Back:

      • Use original packaging with cushioning

      • Mark box: "RETURN - RMA#[Number]"

      • Provide tracking number within 5 days

    3. Inspection: Refund issued within 7 business days if approved.

  • Shipping Costs:

    • Non-defective returns: Customer pays

    • Defective items: We provide prepaid label

B. Custom Parts Orders

  • NO RETURNS ACCEPTED (due to customization)

  • Missing/Broken Parts? Get free replacements:

    1. Email support@tokmoc.com within 30 days of delivery

    2. Submit parts list in this format:

      markdown

      | Part ID | Color Name | Color ID | Qty |  
|---------|------------|----------|-----|  
| 302301  | Red        | 21       | 3   |

    3. Replacement ships within 7 business days (free global shipping).

    >50 missing parts? Skip the list – we’ll expedite!

3. Key Guidelines

  • Pack Securely: Use bubble wrap/foam peanuts. Damaged returns void eligibility.

  • Shipping Carriers: Recommended: UPS, FedEx, or DHL (tracking required).

  • Customs: Declare as "RETURNED GOODS - NO COMMERCIAL VALUE" to avoid duties.

4. Non-Returnable Situations

❌ Opened sets/lighting kits
❌ Returns requested after 60 days
❌ Non-defective custom parts
❌ Freight-collect shipments without RMA#
Support: support@tokmoc.com (24-hr response)