Refunds & Returns
We stand behind every product we sell. If something is not right — wrong item, damaged goods, or simply not what you expected — we will fix it fast. No lengthy forms. No back-and-forth. Just a quick message and a resolution that puts you first.
Your Satisfaction, Guaranteed
At ToqCity, we believe that buying with confidence means knowing you are protected — even after checkout. That is why our refund policy is built on one simple principle: if you are not happy, we are not done.
Whether your order arrived damaged, contained the wrong product, or did not meet your expectations, we will make it right. Replacement, store credit, or full refund — you choose. We do not hide behind fine print or make you jump through hoops. Your trust is worth more than a single sale.
Because we operate on a cashless, encrypted payment system, refunds are processed back through the same secure channel you used — crypto, bank transfer, e-money, or Botim. No paper trail. No awkward questions. Just a clean, fast resolution.
Every Scenario, Covered
Here is exactly what qualifies for a refund or replacement — and how we handle each situation.
Damaged or Defective Products
If your product arrives damaged, leaking, or otherwise defective, send us a photo on WhatsApp within 24 hours of delivery. We will verify the issue immediately and dispatch a replacement on our next delivery run — usually the same day. No need to return the damaged item.
Wrong Item Delivered
Ordered a sativa vape and received an indica? We will fix it instantly. Message us with your order details and a photo of the incorrect item. We will send the correct product right away and let you keep the wrong one as an apology. Mistakes happen — we own them.
Missing Items
If your order is incomplete — missing a cartridge, accessory, or any item listed on your receipt — tell us within 24 hours. We will cross-check with our dispatch logs and send the missing piece immediately. If it was our error, we cover the redelivery cost.
Product Not as Described
Sometimes a product does not match what you expected based on our website description. If the strain, potency, or format differs significantly from what was advertised, you are eligible for a full refund or exchange. Your experience matters more than our margin.
Full Refund Requests
If you simply changed your mind before delivery, message us immediately. If the driver has not left yet, we will cancel the order and process a full refund within the hour. If the driver is already en route, a small dispatch fee may apply to cover logistics.
Store Credit Option
Prefer store credit over a cash refund? We will add 110% of your refund amount to your ToqCity account as credit — usable on any future order, no expiry. It is our way of saying thank you for giving us another chance to get it right.
How Refunds Work
We have stripped the refund process down to the essentials. No forms. No waiting weeks. Just four simple steps:
1. Report — Message us on WhatsApp within 24 hours of delivery. Include your order number, a brief description, and a photo if applicable.
2. Verify — Our team reviews your claim within minutes. We cross-check dispatch records, driver logs, and product batches.
3. Resolve — We offer you a replacement, store credit, or full refund. You choose what works best.
4. Complete — Replacements ship same-day. Refunds process back through your original payment method within 24 hours.
That is it. No escalation. No managers to chase. One message, one solution.
Refund Timeline
Questions about a refund? Message us on WhatsApp — we resolve issues in real time.
Shop With Confidence
Every order at ToqCity is backed by our satisfaction guarantee. If something is not right, we will fix it — fast, discreetly, and without hassle. Your trust is the only currency that matters.