Refund policy

This policy explains how returns, refunds and exchanges work at Toka, a trading name of Excellent Era LLC. In this policy, "we" and "us" mean Excellent Era LLC, and "you" means the person who placed the order.

How long you have to return something

You have 30 days from the date your order is delivered to start a return.

There is one exception, and it is longer, not shorter: The Trade Sling has a 45-day return window, also measured from the date of delivery. If your order contains a Trade Sling and other items, the Trade Sling gets 45 days and the other items get 30.

Condition of returned items

Items must be unworn, unused and in their original packaging. Include the invoice from our Return Portal so we know which items are coming back.

How to start a return

Start your return in the Return Portal. We will give you a return address once the return is approved — please do not send anything back before then. If you have a question, email support@toka.co.

We issue prepaid return labels within the United States only. If you are ordering from outside the US, you pay to send the item back, but we do not charge you the $5 handling fee.

What we deduct from a change-of-mind refund

If you are returning something simply because you changed your mind, your refund is reduced. It is not a full refund, and we want to be straight with you about that. We deduct:

• a $5 package handling fee per return (US returns only — waived for international returns); and
• a 20% restocking fee on each item returned.

Shipping you paid on the original order is not refunded.

Two ways to avoid the restocking fee: choose store credit or an exchange instead of a refund. Neither is charged a restocking fee.

Faulty, damaged or wrong items — refunded in full

The deductions above never apply to an item that arrives faulty, damaged, or is not what you ordered.

In those cases you get a full refund with no handling fee, no restocking fee and no cost to you for return shipping. We will send you a prepaid label or reimburse reasonable return postage if we cannot. You can ask for a replacement instead if you prefer. Nothing in this policy limits your legal rights in respect of faulty goods.

Please inspect your order when it arrives and email support@toka.co with photos as soon as you spot a problem.

One honest caveat: several of our products are made or embroidered by hand, and small variations in stitching, thread and colour are normal for that process rather than a defect. If you are not sure which side of the line something falls on, send us a photo and we will tell you.

1-year warranty on hardware and stitching

Every Toka bag and accessory carries a 1-year warranty on hardware and stitching, running from the date of delivery. If a zip, buckle, clip, strap fitting or seam fails in normal use within that year, email support@toka.co with photos and your order number and we will repair, replace or refund it at no cost to you.

The warranty covers manufacturing and material faults. It does not cover normal wear, accidental damage, or damage from misuse or alteration. It is in addition to — not instead of — your legal rights.

If you are in the EU or the UK: your 14-day right of withdrawal

If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days of receiving your goods, for any reason and without giving one. This right sits alongside our 30-day (or 45-day) policy above — you can use whichever is better for you.

To withdraw, tell us within those 14 days by emailing support@toka.co. You then have a further 14 days to send the goods back.

When you withdraw under this right:

• We refund the full price of the goods plus the standard outbound shipping you paid, within 14 days of receiving the goods back or of proof that you sent them.
• We do not deduct the 20% restocking fee. We do not deduct the $5 handling fee. Those apply to our own extended policy, not to your statutory withdrawal right.
• You pay the cost of returning the goods to us.
• We may reduce the refund if you have handled the goods more than was necessary to check their nature and characteristics, in the way you could in a shop.

Some items are excluded from the withdrawal right by law, including goods made to your personal specification and sealed goods unsealed after delivery for health or hygiene reasons.

Pre-orders

Pre-orders are charged in full at checkout. You can cancel a pre-order within one hour of placing it for a full refund — except The Trade Sling, which you can cancel at any time before it ships, for a full refund. Full detail is in our Cancellations policy.

Changing or cancelling a normal order

Ask within one hour of placing your order and we will do our best, but we cannot promise it — some orders enter fulfilment quickly. Email support@toka.co. If we cannot stop the order, you can return it under this policy once it arrives.

Items we cannot take back

• Gift cards.
• Pulls™ tokens, and Pulls™ prizes once redeemed.
• Items marked down from their original price (final sale).

This section only covers change-of-mind returns. It does not apply if the item is faulty, damaged or not what you ordered, and it does not affect the EU/UK withdrawal right described above.

Promotions and free gifts

Free gifts and gift-with-purchase items are optional — you can decline them at checkout.

If you return part of an order and what is left no longer meets the threshold that earned the gift, send the gift back with your return. If you keep it, we deduct its full retail value from your refund. Returned gifts need to be in the same condition we ask for on any other return.

The same principle applies to multi-item offers such as "buy 1, get 1 50% off" or "buy 2, get 1 free": to refund the promotional items you need to return everything the promotion covered, including the free item.

How refunds are paid

We will email you once we have received and inspected your return and tell you whether it was approved. Refunds are processed within 10-days after inspecting the returned order. Approved refunds go back to your original payment method. Your bank or card issuer usually takes a few more days to post it.

Undelivered and refused packages

Please check your address carefully at checkout, including apartment or unit numbers — most failed deliveries are address errors.

If you did not add Secure Checkout+ to your order, we are not responsible for packages that are lost, misdelivered or returned to us because of an incorrect address. We will happily reship, but you pay the reshipping cost. If you did add Secure Checkout+, file a claim through our Claims page.

Chargebacks

Please email us before you open a chargeback or payment dispute. We can almost always fix the problem faster ourselves, and once a dispute is open the funds are frozen, which removes our ability to issue a refund or credit until it closes.

Returns abuse

We may refuse or limit returns where we see an irregular or excessive return history, returns of worn, altered, laundered, damaged or incomplete items, or suspected fraud. This does not affect your legal rights in respect of faulty goods or your statutory withdrawal right.

Last updated: 31 August 2026