Refund policy

Last updated: October 14, 2025

This Return & Refund Policy applies to all purchases made from Toko Muko, Cathy – trading as TOKOZZ through our website tokozz.com.

We want you to be completely satisfied with your order. Please read this policy carefully to understand your rights and obligations regarding returns and refunds.

1. Return Period

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

However, under EU law, customers residing in the European Union also have a 14-day cooling-off period, allowing them to cancel their order within 14 days without providing any reason.

2. Eligibility for Returns

To be eligible for a return, your item must:

  • Be in the same condition that you received it.

  • Be unworn or unused, with tags attached.

  • Be in its original packaging.

  • Include the receipt or proof of purchase.

Important:
For hygiene and safety reasons, beauty and personal care products (such as makeup, skincare, or cosmetics) can only be refunded if they are unopened and unused.

We do not accept returns for:

  • Opened or used beauty products.

  • Custom or personalized items.

  • Sale items or gift cards.

3. How to Start a Return

To initiate a return, please contact us at info@tokozz.com before sending anything back.

All returns must be sent to the following address:
Toko Muko, Cathy – trading as TOKOZZ
Oud-Dorp 48
9450 Haaltert
Belgium

If your return is approved, we will send you a return shipping label and detailed instructions on how and where to send your package.
Items sent back without prior authorization will not be accepted.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon reception. If the item is defective, damaged, or incorrect, contact us immediately at info@tokozz.com with a photo of the issue.
We will evaluate the situation and provide a suitable resolution — such as a replacement, refund, or store credit.

5. Exchanges

We currently do not offer direct exchanges.
If you wish to exchange an item, please return the product first, and once your return is accepted, place a new order for the desired item.

6. Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.

Please note that it may take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@tokozz.com.

7. EU 14-Day Cooling-Off Period

For customers in the European Union:
You have the right to cancel or return your order within 14 days without justification.
The item must be returned in its original condition, unused, and in its original packaging.

This right does not apply to sealed beauty products that have been opened after delivery, due to hygiene concerns.

8. Contact Information

For all return or refund inquiries, please contact:
Toko Muko, Cathy – trading as TOKOZZ
Oud-Dorp 48, 9450 Haaltert, Belgium
Email: info@tokozz.com