1. Return/Refund Application
1.1 Buyer may apply for return of purchased items (“Items”) and/or refund before the expiration of the Tokishop Guarantee Period, subject to the terms and conditions in this Refund and Return Policy and the Terms of Service.
1.2 Tokishop Guarantee is a service provided by Tokishop at the request of users to help users deal with certain conflicts that may arise during transactions. Users may communicate with each other privately to resolve disagreements or contact local authorities to help them resolve any disputes before, during or after using Tokishop Guarantee.
2. Return Request
2.1 Buyers can only request a refund and/or return if:
Buyer did not receive the item;
The item was defective and/or damaged upon delivery;
The item received was incomplete (missing quantity or accessories);
The Seller has delivered to the Buyer an item that does not match the agreed specifications (e.g. wrong size, color, etc.);
The item delivered to the Buyer differs significantly from the description provided by the Seller in the item listing;
The item received is a counterfeit item**;
The item received is physically damaged (e.g. dents, scratches, broken);
The item received is defective (e.g. malfunction, does not work as expected);
Through a private agreement with the Seller, the Seller must send Tokishop his/her confirmation to confirm the agreement; or
Change of mind*
*The change of mind return policy is only available for certain categories and only for certain sellers.
**The counterfeit return policy is only available for Tokishop Mall sellers.
2.2 Buyer's request must be submitted via the Tokishop mobile app.
2.3Tokishop will review each buyer's application on a case-by-case basis and decide in its sole discretion whether the buyer's application is successful.
2.4 Please note that if Tokishop requires, the buyer must ship the goods to the location specified by Tokishop within ten (10) calendar days after the return request is made.
2.5 Tokishop will decide whether to approve your refund and return request at its sole discretion. Buyer acknowledges and agrees that Tokishop's decision is final, conclusive and binding, and promises and agrees not to file a lawsuit or otherwise make any claim against Tokishop or its affiliates in relation to such decision.
2.6 If Buyer has initiated legal proceedings against Seller, Buyer may provide Tokishop with a formal notice from the relevant authorities requiring Tokishop to continue to hold the purchase proceeds until a formal determination is made. Tokishop will determine in its sole discretion whether it is necessary to continue to hold such purchase proceeds.
3. Rights of Preferred Sellers
3.1 If you are a Preferred Seller, you should have received a separate written notice from Tokishop notifying you of your choice to participate in the Tokishop Preferred Seller Program. If at any time you decide not to participate in the Tokishop Preferred Seller Program, please notify Tokishop in writing; otherwise, you will be deemed to have chosen to continue to participate in the Tokishop Preferred Seller Program and agree to the terms and conditions set out in this Refund and Return Policy. Tokishop may suspend or remove any Preferred Seller from the Tokishop Preferred Seller Program at any time at its sole discretion.
3.2 Tokishop's decision to approve a refund or return pursuant to Section 2 above shall be binding on the relevant Preferred Seller. The Preferred Seller agrees to comply with and do all things necessary to effect the Buyer's refund or return request and obtain approval from Tokishop.
3.3 For any refund or return request approved by Tokishop, Tokishop will notify the Preferred Seller by email ("Email Notification") and organize the shipping of the relevant returned items to the address provided to Tokishop in writing by the relevant Preferred Seller to complete the refund and return process, provided that such address is located in the country where the relevant item is listed for sale on the Website ("Local Address"). If the Preferred Seller fails to provide a local address for the return of the item or otherwise fails to accept the return within a reasonable time (as determined by Tokishop), Tokishop reserves the right to dispose of such item in any manner it deems appropriate and the Preferred Seller shall be deemed to have forfeited all rights in respect of the item. If the Preferred Seller does not receive the returned item, the Preferred Seller must notify Tokishop within seven (7) days of receipt of the email notification (the "Notice Period"). Failure to notify Tokishop within the Notice Period will be conclusive evidence and result in the Preferred Seller accepting delivery of the item and the Preferred Seller agrees not to make any claim or raise any dispute in respect of any such item.
3.4 Notwithstanding the foregoing, Tokishop may, at its sole discretion, not return an item for which a refund or return was granted to the Preferred Seller and the Preferred Seller shall be deemed to have forfeited all rights in respect of the item.
3.5 For any refund or return of the relevant item which Tokishop receives but which Tokishop refuses, Tokishop will organise delivery of the item to the relevant Buyer's address in accordance with clause 2 above.
3.6 If Tokishop approves any refund or return request, the Preferred Seller may appeal the decision by contacting Tokishop and providing evidence to support the appeal. If Tokishop supports the Preferred Seller's appeal, it will pay the Preferred Seller all or part of the purchase price. The Preferred Seller acknowledges and agrees that Tokishop's decision is final, conclusive and binding, and promises and agrees not to file a lawsuit or otherwise make any claim against Tokishop or its affiliates in connection with the decision.
4. Rights of Regular Sellers
4.1 For the purposes of this Refund and Return Policy, Regular Sellers are sellers who are not Marketplace Sellers or Preferred Sellers.
4.2 Tokishop will notify the Seller in writing when it receives a request from the Buyer for a return and/or refund. The Seller may respond to the Buyer's request by following the steps provided by Tokishop in the written notice. The Seller must respond within the time frame specified in the written notice (the "Prescribed Period"). If Tokishop does not hear from the Seller within the Prescribed Period, Tokishop will assume that the Seller has not responded to the Buyer's request and will continue to evaluate the Buyer's request without further notice to the Seller. Tokishop will review each seller's response on a case-by-case basis and decide at its sole discretion whether the buyer's application is likely to succeed under the circumstances described by the seller.
V. Return and Exchange Situation
5.1 To enjoy a hassle-free experience when returning an item, the buyer should ensure that the item, including any free items such as accessories provided with the item, must be returned to the seller in the same condition as the buyer received it upon delivery. We will advise the buyer to take photos after receiving the item.
6. Return Shipping Responsibility
(a) In the event of an unforeseen error by the seller (i.e. - damaged, defective or wrong item delivered to the buyer), the seller will bear the buyer's return shipping costs.
(b) In the event that the buyer changes his mind, the buyer should obtain the seller's consent before returning the item, and the return shipping costs will be borne by the buyer.
(c) In the event of a dispute between the buyer and the seller regarding the party responsible for the return shipping costs, Tokishop will decide at its sole discretion the party who bears the return shipping costs.
7. Refunds
7.1 The buyer will only receive a refund after Tokishop receives confirmation from the seller that the seller has received the returned item. If Tokishop does not receive a response from the Seller within the specified time, Tokishop will be entitled to refund the applicable amount to the Buyer without further notifying the Seller. The refund will be returned to the Buyer's credit/debit card or designated bank account, whichever is applicable.
8. Communication between Buyers and Sellers
8.1 Tokishop encourages users to communicate with each other when problems arise in transactions. Since Tokishop is a platform for users to conduct transactions, buyers should contact the seller directly to resolve any issues related to the purchased goods.
Last updated: August 2, 2019
