Toko operates two brands — Tâmara (chocolate-coated Medjool dates) and Sultão (consumer electronics). Our policy differs by product type because food and electronics have different return characteristics.
Tâmara — Chocolate-coated dates
Tâmara products are handmade perishable food. Because we cannot verify storage conditions after delivery:
- We do not accept returns for change of mind once the box has been opened or the seal is broken.
- Unopened boxes in original condition may be returned within 48 hours of delivery for an exchange or store credit, at the buyer’s shipping cost.
Damaged or out-of-temperature arrivals
If your order arrives visibly damaged, melted, or outside the expected temperature range, email hello@tokobr.com within 48 hours of delivery with a photo of the box and contents as received, plus your order number. We will replace the order or issue a full refund — your choice. No need to return the product.
Brazilian consumers — CDC Art. 49
Under Brazilian consumer law (Código de Defesa do Consumidor, Art. 49), you have the right to withdraw from a distance purchase within 7 calendar days of receiving your order, for any reason. Contact hello@tokobr.com within that window. We will arrange collection and issue a full refund including original shipping costs.
Sultão — Consumer electronics
Electronics may be returned within 7 days of delivery, provided the item is unused, in its original undamaged packaging, and accompanied by all accessories and documentation.
To initiate a return, email hello@tokobr.com with your order number. We provide a return shipping label for UAE orders.
Defective items
If your Sultão product is defective within 30 days of delivery, we will replace it or issue a full refund at no cost to you. Photo or video evidence of the defect is required.
Refunds
Once approved, refunds are processed to your original payment method via Stripe. Funds typically appear within 5–10 business days depending on your bank or card issuer.
Questions?
Email hello@tokobr.com — a person replies within one business day.