Refund policy

TOCT products are made to order, with each piece individually crafted after an order is placed.
Therefore, the following terms apply to returns, exchanges, and cancellations.

<Returns and Exchanges>

Due to the nature of our made-to-order products, we generally do not accept returns or exchanges due to customer preference.

However, we will accept returns or exchanges in the following cases:

・The product has an initial defect
・The product was damaged during delivery
・You received a product different from the one you ordered

In such cases, please contact us at info@toct.jp within 7 days of receiving your order.

We may ask you to provide photographs showing the condition of the product in order to assess its condition.

If it is confirmed that the issue is attributable to TOCT, TOCT will cover the shipping costs associated with the return or exchange.

Please note that returns and exchanges are not accepted in the following cases:

・Returns or exchanges due to customer preference
・Scratches or damage that occurred after use
・Damage caused by the customer's handling of the product
・Cases where we are contacted more than 7 days after the product was delivered

Depending on the condition of the product, we may not be able to accept a return or exchange. We appreciate your understanding.

<Cancellations After Placing an Order>

TOCT products are made to order, with production beginning after an order is placed.

We generally do not accept cancellations once production has begun.

If you wish to cancel your order before production begins, we will do our best to accommodate your request. Please contact us at info@toct.jp.

Please note that depending on the progress of production, we may be unable to accept a cancellation even if production has not officially begun.

<Refunds>

If it is confirmed that the issue is attributable to TOCT, such as an initial defect, damage during delivery, or an incorrect shipment, and a return is required, we will process the refund after the returned product has been received and inspected.

As a general rule, refunds will be issued to the original payment method used for the purchase.

The time required for the refund to be processed may vary depending on the payment method and financial institution used.

<Inquiries Regarding Returns and Exchanges>

If you wish to request a return or exchange, please contact us at info@toct.jp with the following information:

・Order number
・Name
・Product name
・Condition of the product
・Photographs showing the condition of the product (if necessary)

After reviewing the information, we will provide you with instructions on the return or exchange process.

If you have any questions regarding our return and exchange policy before placing your order, please feel free to contact us at info@toct.jp at any time.