Refund policy

Tokui Australia offers a 14-day return period from the date your order is received.

To be eligible for a return, the product must be:

• Unused and uninstalled
• In its original packaging
• Complete with all accessories and documentation
• Accompanied by proof of purchase

To request a return, please contact us at info@tokui.com.au before sending any item back. Returns sent without prior approval may not be accepted.

Change of Mind Returns

14-Day Change of Mind Returns

Tokui Australia offers a 14-day change of mind return period from the date your order is received. This includes the EXCEL-FX clearance bundle.

To qualify, the product and all items in the bundle must be unused, uninstalled, never connected to a water supply, complete and in their original packaging, with all accessories and documentation. Proof of purchase is required.

Products that have been installed, connected to a water supply or used are not eligible for change of mind returns.

Please contact info@tokui.com.au within 14 days of receiving your order and before sending anything back. Customers are responsible for return shipping costs for approved change of mind returns.

Other sale or clearance items are excluded from change-of-mind returns, except for the EXCEL-FX clearance bundle under the conditions above.

These change-of-mind conditions do not limit your rights under the Australian Consumer Law for faulty, damaged, incorrect or misdescribed goods.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival.

If your product arrives damaged, defective, or incorrect, please contact us as soon as possible so we can assess the issue and arrange an appropriate resolution.

Where a product is confirmed to be faulty or supplied incorrectly, Tokui Australia will provide a suitable remedy in accordance with Australian Consumer Law.

Non-Returnable Items

We do not accept returns for:

• Custom or special-order products
• Gift cards
• Products that have been installed or used
• Sale or clearance items unless required under Australian Consumer Law

Refunds

Once a returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method. Processing times may vary depending on your bank or payment provider.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.