Terms and condition

Updated: August 15, 2026
Please read and reference before purchasing.
By placing an order on tokeilab.com, you agree to the following terms and conditions regarding sales, returns, and defective items:
  1. All Sales Are Final (Standard Policy for Non-EU Customers)
    Final Sale: All orders placed on Tokeilab.com are considered Final Sale. We do not accept exchanges or cancellations for change of mind, ordering errors, or compatibility issues. Please double-check your watch part specifications and compatibility before completing your purchase. Please note that once an item has been used or an installation attempt has been made, it is strictly non-returnable and cannot be refunded or exchanged under any circumstances.
    Exception for Returns: If a return for a change of mind is exceptionally requested and approved, it will be strictly subject to a 30% restocking fee and the deduction of original shipping costs, as outlined in our Shipping & Return Policy.
    Non-Returnable Items: All eGift cards and digital vouchers are strictly non-refundable.
[Special Exception for European Union (EU) Residents Only]
Per EU regulations, customers residing in the European Union have a 14-day statutory right of withdrawal from the date of delivery for orders processed via Shopify Managed Markets.
  • Right of Withdrawal: EU buyers can cancel and return their order within 14 days of delivery without stating a reason. Requests can be submitted via your store Customer Account interface or by emailing info@tokeilab.com.
  • Shipping Costs & Refunds: The buyer is responsible for the cost of return shipping. Upon receiving and processing a valid return, we will refund the full purchase price including the standard initial shipping fee paid at checkout. If a prepaid return label is generated through our managed system, the cost of that label will be deducted from your final refund amount.
  • Strict Statutory Exemptions (eGift Cards): In accordance with EU law, all digital gift cards, eGift cards, and downloadable vouchers are legally excluded from the right of withdrawal once issued and cannot be cancelled or refunded under any circumstances.
  • Diminished Value & Seiko OEM Components: Under the EU Consumer Rights Directive, buyers are legally liable for any diminished value of goods resulting from handling beyond what is necessary to establish their nature and characteristics. For Seiko OEM and precision watch repair components, removing items from their original protective factory packaging, attempting installation, or causing any modification (including fingerprints, lint, grease, or hairline scratches) will result in a 100% loss of commercial value. Based on our official warehouse unboxing video inspection, no refunds can be issued for components that have been opened, installed, or altered. Once installation is attempted or the item is handled beyond inspection, it cannot be returned under the claim of being defective or damaged.
  1. Defective, Damaged, or Incorrect Items Policy
    We take great pride in our quality control. However, if you receive a part that is defective, damaged in transit, or incorrect, you must report it to us within the designated timeframes below to be eligible for a replacement or store credit. Please be strictly advised that if you have already used the parts or attempted to install them, you completely lose all eligibility for a replacement or credit, and the item cannot be returned under the reason of being defective or damaged:
  • Standard Terms (Non-EU Customers): Tokeilab Parts must be reported within 5 business days of the delivery date. SEIKO (Original Equipment Manufacturer) Parts must be reported within 3 business days of the delivery date. Any claims made after these respective periods will be strictly invalid and cannot be processed under any circumstances.
  • EU Customers Exception (Legal Guarantee): In accordance with EU consumer law, residents of the EU are entitled to a statutory legal guarantee for goods that turn out to be faulty or do not look or work as advertised. EU customers must notify us of any defects within a reasonable timeframe from discovery, as mandated by applicable EU cross-border e-commerce regulations. However, this legal guarantee does not apply to items that have been altered, damaged, or rendered valueless during an installation attempt.
  1. Inspection and Condition Requirements
    How to Report: To report a defect, please email us at info@tokeilab.com with your Order Number and clear, high-resolution photos or videos showing the issue.
    Item Condition: Parts must be in brand-new, unused, and unmodified condition. We strictly cannot offer replacements, returns, or credits for parts that have already been used, installed, scratched, or altered during a build attempt. An item cannot be returned under the pretext of a manufacturing defect or shipping damage if installation has already been attempted.
  2. Returned to Sender Packages
    If an order is returned to TOKEILAB, INC. by the courier for any reason (e.g., incorrect address, uncollected package):
    Re-shipping: We can re-ship the order, but the buyer will be responsible for the full cost of the new shipping label.
    Refund Request: Alternatively, a refund can be requested, which will be issued minus the original actual shipping costs incurred by our store (subject to local statutory regulations for EU shipments where applicable).