Returns & Refunds Policy

Return Eligibility

Customers may request a return within 15 days from the delivery date recorded by the courier, provided the item is unused, unworn, and undamaged, and returned in its original packaging with labels, certificates, and all tags intact. A valid Order ID or proof of purchase is required. This return policy applies only to purchases made directly on tokarsi.com. If your order was placed through any other marketplace or partner store, that platform’s policy will apply.

Empty Package or Missing Products

If your parcel appears empty, tampered, or an item is missing, contact us at support@tokarsi.com within 24 hours of the courier’s “delivered” timestamp and retain all outer/inner packaging.

To assess the claim fairly, you must provide a single, uncut 360° unboxing video that:

  • starts before opening the package,
  • clearly shows the shipping label and intact or tampered seal, and
  • captures the full opening and all contents inside the box.

Please also share clear photos of the shipping label, the outer box and inner packing, and close-ups of any damage.

Failure to provide the required unboxing video/evidence may result in claim rejection.

Once validated, we will replace the item at no additional cost.
Returns Process

1) Initiate the request

Contact us within your 15-day return window via WhatsApp or email [support@tokarsi.com]. Include your Order ID, the reason for return, and photos/video where applicable (for damage/tamper claims, follow the unboxing-video rule).

2) Approval

We review and respond within 24 business hours. If approved, we’ll send packing instructions.

3) Pickup or self-ship

  • Reverse pickup (India): We arrange a courier pickup at your address.
  • If your PIN Code isn’t serviceable for pickup, we’ll provide a self-ship address and instructions.

4) Who pays for return shipping

  • Change-of-mind returns (not due to damage/defect): Customer pays one-way return shipping For reverse pickup, the actual courier cost will be deducted from your refund
  • If the return is due to our error/defect, we cover shipping in full.

5) Pickup attempts & handover deadline

  • We schedule up to 2 pickup attempts. If both attempts fail due to unavailability or address issues, the request may auto-close.

6) How to pack the return

Use the original box and inner packing, include all tags, labels, certificates, accessories, pouches, and any free gifts, seal securely, and do not use envelopes. Remove old labels and affix the return label clearly.

7) Labels & tracking

  • Reverse pickup: we email you the instructions.
  • Self-ship: use a trackable, insured service and share the AWB within 24 hours of dispatch.

8) Risk in transit

  • For reverse pickups, risk is ours until the item is checked in at our warehouse.
  • For self-ship, risk remains with the customer until delivered; use insured, trackable shipping.

9) Quality check (QC)

QC is completed within 4-7 business days of warehouse receipt. If any inclusions are missing or the item shows wear/damage inconsistent with transit:

  • The return will be rejected and shipped back to you.

    If a promotional/free item from the same order isn’t returned, we will deduct its MRP from your refund.
Non-Returnable Items

Returns and exchanges are not applicable for the following, except where the item is received damaged, defective, or incorrect:

  • Pierced jewelry once the hygiene seal/tamper-evident tag is opened or removed.
  • Custom, engraved, personalized, resized, or made-to-order pieces.
  • International orders.
  • Discounted/sale items or purchases made using coupon or promotional codes.
  • Gift cards, store credit, and service fees (e.g., replating, repairs, engraving).
  • Items marked “Final Sale” on the product page.
  • Items not in original condition or missing inclusions (box, pouch, tags/labels, certificates, or free gifts).
Shipping Charges

Change-of-mind returns (not due to damage/defect): The customer pays one-way return shipping.
Refund Duration
  • Once your return passes QC, we initiate the refund within 2–3 business days.
  • Refunds typically reflect within 7–10 business days from the QC pass, depending on the payment method:

    UPI / Net-banking: 1–3 business days
    Cards (credit/debit): 5–7 business days
    Wallets: 1–3 business days
    COD refunds (to bank/UPI): 2–5 business days after bank details are verified

  • For change-of-mind returns where we arranged a reverse pickup, the one-way return courier charge is deducted from your refund before initiation.
  • “Business days” exclude weekends and bank/public holidays. Actual posting times may vary based on your bank or payment gateway.
Replacement & Exchange Policy

Replacements or exchanges are available under the same conditions as returns. Once the original item is received and passes QC, the replacement will be shipped. Exchanges are subject to stock availability; if the requested item is unavailable, we’ll process a refund or store credit, if you prefer, as per our Refunds policy.
International Orders
  • Cash on Delivery (COD) is not available on international shipments.

  • Returns and exchanges are not applicable on international orders, except where required by law for items received damaged or incorrect (contact us within 24 hours with evidence).
Order Cancellations & Verification

We may cancel an order (with a full refund) if we detect stock errors, payment/KYC issues, invalid or unsafe addresses, suspected fraud, or repeated delivery failures.

We may verify details (address, contact, quantity, high-value orders) by email/WhatsApp/phone before dispatch. If we can’t reach you or verify in a reasonable time, the order may be cancelled and refunded.

Customer cancellations: You may cancel before dispatch by contacting support. After dispatch, please follow the Returns process.

For limits of liability, user conduct, privacy, and dispute resolution, see our Terms & Conditions.

Need Help?

Email support@tokarsi.com or WhatsApp with your Order ID. We’re here to help.