Refund Policy

30-Day Money-Back Guarantee

Return Eligibility & Scenarios

• Defective, Damaged, or Incorrect Items (Full Refund Guaranteed): If your product arrives damaged, defective, or incorrect, you are fully entitled to a 100% refund or free replacement. TOOCAA will cover all return shipping fees. Photo/video proof of the damage or defect is required when submitting your claim.
• Non-Quality Returns (Standard 30-Day Guarantee): If you wish to return a fully functional item simply because you changed your mind, the item must be undamaged, free of heavy smoke stains and without unauthorized modifications, and in like-new, resellable condition with original factory packaging and accessories.

Return Shipping Costs & Service Fees

• Quality / Transit Damage Issues: TOOCAA provides a prepaid return shipping label. No fees will be deducted from your refund.
• Change-of-Mind Returns: For non-quality-related returns, the customer is responsible for return shipping costs. Original shipping charges (if applicable) are non-refundable. Returned items must be free of human-caused damage and complete with no missing parts. Upon receipt and inspection of the returned product, a service or restocking fee will be deducted from your final refund based on the actual condition and usage of the item.

  If it's a machine, it must have been lasered less than 50 times.

  Package Status	Product Category	Service Fees
  Unopened	Machine	10%
  Unopened	Accessory	15%
  Opened, Unused	Machine	15%
  Opened, Unused	Accessory	20%
  Opened, Used	Machine	30%
  Opened, Used	Accessory	20%

• Bundled Free Gifts & Consumables: For non-quality returns, bundled promotional gifts must be returned alongside the main machine (or their retail value will be deducted). Opened or used material consumables are non-refundable.

Step-by-Step Return Process

• Initiate a Request: Contact our official customer service at support@toocaa.com with your Order ID, proof of purchase, and photos showing the current condition of the product and packaging to obtain a Return Merchandise Authorization (RMA) and designated return address. (Please do not send items back without prior RMA authorization; unapproved returns cannot be processed.)
• Ship the Package: Pack the item securely in its original protective packaging to prevent transit damage. Ship the item back to our designated warehouse within 14 days of RMA approval and provide us with a valid tracking number.
• Warehouse Inspection: Upon arrival at our facility, the TOOCAA technical team will perform a detailed inspection within 3 to 5 business days to confirm the product meets all return criteria.
• Refund Issuance: Once the inspection is passed, your refund will be processed and automatically applied to your original payment method (e.g., Credit Card, PayPal, Klarna, Affirm) within 3–7 business days, depending on your card issuer or bank processing times.

Non-Returnable Items

The 30-day money-back guarantee does not apply to:

• Products purchased through unauthorized third-party retailers or unauthorized secondary markets.
• Digital software products, digital licenses, or downloadable design files once issued.
• Products damaged by improper operation, unauthorized disassembly, or force majeure events.

30-Day Replacement Service

We are committed to delivering high-quality products. If your order arrives damaged, defective, or incorrect, we offer a hassle-free 30-day replacement service from the date of delivery.

Eligible Scenarios for Replacement

You are eligible for a free replacement within 30 days of delivery under the following conditions:

• Defective or Malfunctioning Items: The product has a manufacturing defect or non-human-caused functional failure.
• Transit Damage (DOA): The package or machine arrived damaged during transit. (Clear photo/video evidence of the outer box and damaged machine is required within 48 hours of delivery).
• Incorrect Item Received: The item delivered does not match your order details.

Exchange Shipping Costs

• Quality & Incorrect Items & Transit Issues: For approved replacements due to product defects, transit damage, or shipping errors, TOOCAA will cover all round-trip shipping costs and provide a prepaid return shipping label.
• Non-Quality Exchanges: If you wish to exchange a fully functional item for a different model or accessory, the request will fall under our 30-Day Money-Back Guarantee guidelines, and return shipping fees will apply.

Replacement Process

• Submit Evidence: Contact our support team at service@toocaa.com with your Order ID, a detailed description of the issue, and photos or videos showing the defect or damage.
• Technical Verification: Our technical team will review your claim within 1–2 business days. Once verified, a Return Merchandise Authorization (RMA) and a prepaid shipping label will be issued.
• Dispatch of Replacement: A new replacement unit or part will be dispatched promptly upon receipt and verification of the returned item (or immediately upon claim approval for eligible direct replacement parts).