Effective Date: May 4, 2026
Thank you for shopping at TOKĖ LT (tokelt.com). We strive to provide high-quality products and services. To maintain a fair marketplace for all parties, we have established the following policy regarding refunds and returns.
1. NO “REFUND-ONLY” POLICY
TOKĖ LT does not support “Refund-Only” requests.
To be eligible for a refund, the customer must return the physical item to our designated return address in its original condition. We will not issue any refunds for items that remain in the customer’s possession, regardless of the reason for the dispute (including but not limited to “item not as described,” “changed mind,” or “minor defects”).
If you cannot or will not return the product, no refund will be processed.
2. Return Period
In accordance with EU consumer laws, you have 14 calendar days from the date of delivery to initiate a return. If 14 days have passed since your package was delivered, we cannot offer you a refund or exchange.
3. Eligibility for Returns
To ensure your return is accepted, the item must:
- Be physically sent back to our warehouse.
- Be in the same condition as received (unused, unwashed, and undamaged).
- Include all original packaging, tags, and accessories.
- Be accompanied by a valid proof of purchase.
4. Non-Returnable Items
For health and safety reasons, the following items are exempt from returns and refunds:
- Customized or personalized goods.
- Perishable items.
- Opened personal care, hygiene, or cosmetic products.
- Gift cards.
5. Return Shipping & Costs
- Customer Responsibility: Customers are responsible for arranging the return shipment and paying the return shipping costs. Shipping costs are non-refundable.
- Tracking Required: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee receipt of your returned item, and a refund will only be issued upon our confirmed physical receipt and inspection of the goods.
6. Inspection and Refund Approval
Once your return is received at Pieninės g. 15, Čičinų k., LT-55243 Jonavos r., it will undergo a professional inspection.
- If Approved: Your refund (excluding original shipping fees) will be processed to your original payment method within 10-14 business days.
- If Rejected: If the item is returned damaged, used, or without original packaging, we reserve the right to refuse the refund or issue a partial refund based on the diminished value of the product.
7. Damaged or Defective Items
If you receive a damaged or defective item, you must still follow the return procedure. Upon receipt and verification of the defect, we will provide a replacement or a full refund. We may request photo or video evidence before authorizing the return, but the physical item must still be returned unless otherwise explicitly stated by our management in writing.
8. Contact Information
For return authorizations and instructions, please contact us:
- Company: TOKĖ LT, UAB
- Return Address: Pieninės g. 15, Čičinų k., LT-55243 Jonavos r., Lithuania
- Email: voidstrik@tokelt.com
- Phone: +370 67346180
- Official Website: tokelt.com