Returns & Exchanges

Return and Refund Policy

At TOKIO, we are committed to providing you with high-quality products that enhance your life as a modern dog owner. Your satisfaction is of utmost importance to us, and we strive to ensure that every product meets your expectations. However, we understand that there may be circumstances where you may need to return or seek a refund for your purchase. Please read our return and refund policy carefully to understand your options.

Return Policy:

Money Back Guarantee: 

If you’re not happy with your TOKIO products for whatever reason, we do accept returns - with some conditions:

- The item you're returning must be unused and in re-sellable condition, in the original packaging.

- Returns must be lodged within 14 days of receiving the item by emailing us at jake@tokioofficial.com. Please include your full name and include the name of item/s you’re looking to return.

- Return postage costs will be at your expense. 

Once we receive the return we’ll inspect the item/s to ensure they’re unused, there’s no damage, and you have provided us with all original packaging.

If the item meets this criteria, the refund will be applied to the same payment method that was used to purchase.

Faulty or Damaged Products: In the unlikely event that you receive a faulty or damaged product, please contact our customer support team within 14 days of receiving your order. We will be more than happy to assist you with a replacement or a full refund.

Change of Mind: We understand that sometimes your preferences may change. Unfortunately, due to the nature of our products and the hygiene considerations involved, we cannot accept returns or exchanges for change of mind.

Incorrect Item Received: In the rare occurrence of receiving an incorrect item in your order, please contact us within 7 days of receiving the product. We will arrange for the correct item to be sent to you or issue a full refund.

Refund Policy:

Refunds for Faulty or Damaged Products: If you receive a faulty or damaged product and wish to seek a refund, please contact our customer support team within 14 days of receiving your order. We will initiate a prompt refund upon verification of the issue.

Refunds for Incorrect Item Received: If you receive an incorrect item and prefer a refund instead of a replacement, please notify us within 7 days of receiving the product. We will process your refund once the incorrect item has been returned to us.

Cancellations:

If you wish to cancel your order, please contact us as soon as possible. Orders that have not yet been dispatched can be canceled and refunded in full.

Shipping Costs:

Please note that shipping costs for returns, except in the case of faulty or damaged products, are the responsibility of the customer.