Refund policy
At toccera, our priority is your satisfaction. If there’s an issue with your order, please contact us first — we’ll work with you to find the best solution.
1. 90-Day Satisfaction Guarantee (toccera Policy)
We offer a 30-day satisfaction guarantee starting from the day your order is delivered. If you are not satisfied, please contact us within 30 days at support@toccera.com. To protect customers and prevent misuse, all requests under this guarantee are subject to verification. Depending on the situation, we will propose the most appropriate solution.
Important: Please do not send items back unless we have confirmed your return request and provided a return address. Items sent without authorization may not be accepted.
2. Damaged, Defective, or Wrong Item (Report within 2 calendar days)
Please inspect your order upon delivery. If your item is defective, significantly damaged, or you received the wrong item, contact us within 2 calendar days of delivery at support@toccera.com.
To help us resolve this quickly, please include:
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A clear photo of the product
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A clear photo of the packaging
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(We may request additional photos or video when needed.)
How we resolve it:
· Packaging damaged, product OK: we provide a one-time 10% discount code for a future order.
· Significant product damage: we may send a replacement after verification.
o Collar/Pendant: significant damage includes tears or broken/failed attachment/loop areas.
o Spray: significant damage includes leakage or a crack in the bottle/sprayer.
· Wrong item received: we will send the correct item. You may keep the incorrect item.
3. Returns (If Approved)
If a return is required for your case, we will provide return instructions by email. Return addresses may differ depending on your delivery region. The return address is provided only after your return request has been approved, to prevent unauthorized returns and ensure your return can be verified.
Condition of returned items:
Returned items must be in good condition. If an item is broken, missing parts, or otherwise not in reasonable condition, the return may be refused.
Sprays / liquids:
For safety and transport reasons, opened spray products are not eligible for return unless they are defective or damaged on arrival.
4. Tracked Return Shipping (Required)
If a return is approved, the customer is responsible for arranging the return shipment unless the item is defective or incorrectly delivered. Tracked shipping is required.
Returns without trackable proof of shipment cannot be verified and may not be eligible for a refund.
5. Refunds
If a refund is approved, we will initiate the refund within 1 business day after approval. The time it takes for the funds to appear in your account depends on your payment method and bank/payment provider.
6. EU & UK — Right of Withdrawal (Statutory Rights)
If your order is delivered to an EU member state or the United Kingdom, you may have a legal right to cancel your online purchase within 14 days of delivery without giving a reason.
This policy does not limit your statutory rights. To request a withdrawal/cancellation, contact support@toccera.com and we will provide the applicable instructions.
7. Product Use, Health & Liability Disclaimer
toccera products are intended for general pet use only and are not a medical device or a substitute for veterinary advice. Every pet is different, and reactions may vary. If your pet shows any signs of discomfort, irritation, redness, itching, swelling, vomiting, lethargy, or any adverse reaction, discontinue use immediately and contact a veterinarian.
To the fullest extent permitted by applicable law, toccera (including its owners, employees, and affiliates) shall not be liable for any injury, illness, allergic reaction, loss, damage, or costs (including veterinary bills or other financial expenses) arising from or related to the use or misuse of our products.
Nothing in this policy limits or excludes liability where such limitation or exclusion is not permitted by law, and your statutory rights remain unaffected.