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Customers can ask for the cancellation of an order by sending an email to orders@thokk-research.com from the same email address registered during the order creation procedure. An order can be successfully canceled if the cancellation is requested before the order is processed and a shipping label is created for it, otherwise the cancellation will be void. Successfully canceled orders will be refunded in full.

,A customer is still allowed to withdraw from an order after it has been processed, and after a shipping label has been created for it. When a customer expresses the intention to withdraw from an order that has already been processed and whose shipping label has already been created, but hasn't yet been shipped, we will always try to prevent it from being shipped, in order to attempt to minimize the economic impact of the withdrawal on the customer, but we cannot guarantee that our customer service can stop the warehouse's shipping process in time on every occasion, if it is already ongoing.

Customers can withdraw from an order after cancellation is no longer possible, by sending an email to customerservice@thokk-research.com from the same email address registered during the order creation procedure. For the withdrawal procedure to be successful, the items must be either rejected at delivery, or returned to us in unused condition and as new, within 14 days of delivery either to the customer's specified address or to a collection center. Orders that the customer withdraws from will be refunded only after we receive the goods back, and only after those are verified to be still in unused condition and as new. Refunds for orders the customer withdraws from will be deducted of the costs sustained by us to ship and collect back the parcel, including any duties and taxes applicalble. If the items do not come back to our possession unused or in as new condition, the refund can be also deducted of an amount corresponding to the loss of value of the goods at our sole discretion, or can be even denied for items that are considered not resellable, at our sole discretion.

Uncollected orders can be refunded if we come back in possession of the items, Such refund will be deducted of the costs sustained by us to ship and collect back the parcel, including any duties and taxes applicalble. If the items do not come back to our possession unused or in as new condition, the refund can be also deducted of an amount corresponding to the loss of value of the goods at our sole discretion, or can be even denied for items that are considered not resellable, at our sole discretion.

​Payment for physical product retail sales that are not made contextually to the order are to be received within 14 business days from the order. Unpaid orders will be canceled after 14 days, and considered void.

Orders of standard physical goods will be shipped within 90 days of payment.
Orders for customized or special items will have different shipping times, discussed with the customer case-by-case, and cannot be canceled if either the sourcing of dedicated materials, the item's production or the modification of the items or their parts has already started, and these orders cannot be refunded in any way after those processes have begun.

 

Any costs sustained by THOKK s.r.l. to arrange the shipment and/or return of an order that a customer wishes to recede from, will be deducted from the refund of the order itself, if refund applies.

Returned items that are not eligible for refund and which are not retrieved by the customer within a 30 days limit, will be disposed of by THOKK s.r.l. as unclaimed items, with no right of recourse by the customer.