Refund policy

📦 Return & Refund Policy – Toks Natural

Effective Date: 30/05/2025

At Toks Natural, your satisfaction matters to us. We are committed to providing high-quality natural hair care products and transparent, honest service. Due to the personal care nature of our products, strict hygiene standards apply to all returns and refunds.

🔁 General Returns

Returns are accepted only under the following conditions:

  • Requests must be made within 14 days of delivery

  • Products must be unopened, unused, and in original, resalable condition

  • Opened or used products cannot be returned

Due to hygiene and safety reasons, we do not accept returns on used products. Reactions can occur due to individual sensitivities. A patch test must be carried out before use.

  • Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect

  • Original shipping fees are non-refundable

🇪🇺 EU Customers — Right of Withdrawal

In accordance with the EU Consumer Rights Directive, EU customers have the right to cancel their order within 14 days of receiving it, without giving a reason.

To exercise this right, contact us at info@toksnatural.com within 14 days of delivery with your order number.

Please note:

  • The right of withdrawal does not apply to sealed goods that have been unsealed after delivery and are unsuitable for return due to health protection or hygiene reasons, including opened cosmetic or hair care products

  • Unopened, sealed items may be returned within 14 days at the customer's expense

  • Once we receive and inspect the returned item, approved refunds will be processed to the original payment method within 7 business days

📦 Refused or Unclaimed Deliveries

Please note the following:

  • For countries outside the European Union, customers may be responsible for customs duties, VAT, and import charges imposed by their country

  • EU orders are generally shipped using duties-paid services where applicable; however, rare additional charges may still apply depending on local customs authorities or shipment value

  • This information is clearly displayed within our shipping policy

  • If a delivery is refused, not collected, or returned due to unpaid customs charges, the order may not be eligible for a refund

  • Any returned parcel may be considered abandoned by the recipient

  • If a returned parcel is eligible for redelivery, the customer must contact us and pay all new shipping costs in advance

We strongly recommend contacting us before refusing or abandoning a delivery so we can advise on possible options.

🎄 Holiday Extended Returns

For orders placed between 1st November and 15th December, eligible unopened items may be returned up to 5th January of the following year.

⚠️ Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item:

  • Contact us within 48 hours of delivery

  • Provide clear photos and your order number

We will assess the issue and arrange a replacement or refund where appropriate.

🌿 90-Day Results Guarantee (Growth Bundles Only)

We believe in natural, consistent results.

If you have used a Growth Bundle consistently for 90 days and are not satisfied, you may request a refund provided that:

  • You contact us within 120 days of purchase

  • You provide evidence of consistent use (e.g. photos and a usage timeline)

  • This guarantee applies only to bundle sets, not individual products

📩 Requests must be emailed to: info@toksnatural.com

❌ Non-Refundable Situations

Refunds are not issued for:

  • Change of mind

  • Incorrect or incomplete address provided at checkout

  • Orders marked as delivered by the courier

  • Delays caused by customs, border control, or postal services

  • Orders returned due to refusal to pay customs fees where applicable

  • Claims made before 90 days of consistent use

  • Digital products once delivered

📚 Digital Products

All digital products (eBooks, guides, downloads, or courses) are non-refundable once access has been provided.

If you experience difficulty accessing your file, please contact us immediately and we will assist.

💳 Refund Method

Approved refunds are processed to the original payment method and may take up to 7 business days to appear, depending on your bank or payment provider.

🛡️ Chargeback Policy

Customers are encouraged to contact us directly before initiating a chargeback.

Any chargebacks submitted without prior contact, or where the order was fulfilled in line with our policies, will be formally disputed with supporting evidence including tracking, delivery confirmation, and policy acceptance at checkout.