This Refund and Returns Policy explains how returns, damaged items and refunds are handled for orders placed with BGA Group Belgium BV, trading as Let’s Toko (VAT/BTW BE0808794809), through www.letstoko.be.

1. How Orders Work

Let’s Toko’s Website is a product catalog rather than an automated checkout: orders are arranged directly with our team via the “Contact Us” / “Contact Us to Order” option, WhatsApp, phone or email. Because every order is confirmed individually with you (including product, quantity, price and delivery details) before it is finalized, any return or refund request is likewise handled directly with our team rather than through an automatic online return process.

2. Right of Withdrawal

Where you order as a private consumer under a distance contract, Belgian and EU consumer law generally grants a 14-calendar-day right of withdrawal from delivery. However, this right does not apply to goods that are perishable or that deteriorate or expire quickly (which includes most food products we supply), nor to goods made or adapted to your specific request, or that have been unsealed/opened after delivery for hygiene or food-safety reasons, in line with the statutory exceptions under Belgian consumer protection law (Book VI of the Belgian Economic Law Code). Where the right of withdrawal does apply (for example, to certain non-food or packaged non-perishable items), please contact us within 14 days of receiving your order to arrange a return.

3. Eligible Returns

Where a return is accepted, the item must be:

  • Unused, unopened and in its original packaging;
  • In the same condition as received, with all labels and seals intact;
  • Accompanied by proof of purchase (order confirmation or invoice).

4. Non-Returnable Items

For food-safety and hygiene reasons, the following cannot be returned once delivered, unless faulty or incorrect:

  • Perishable goods (fresh, frozen or chilled food, and items with limited shelf life);
  • Opened or unsealed food packaging;
  • Products ordered in custom/bulk quantities specifically for a business customer.

5. Damaged, Incorrect or Faulty Items

If an item arrives damaged, spoiled, incorrect or faulty, please contact us within 48 hours of delivery at info@letstoko.be or +32 468 47 79 55, with your order details and, where possible, photos of the item and packaging. We will arrange a replacement, credit or refund as appropriate, at no cost to you.

6. Business & Wholesale Orders

Bulk and wholesale orders placed by registered business customers are arranged directly with your Let’s Toko contact. Any return, credit or adjustment for such orders is agreed case-by-case with our team, taking into account the nature and quantity of the goods.

7. How to Start a Return

To request a return or report an issue with your order, contact us with your order reference:

We will confirm whether your item is eligible for return and provide instructions. Please do not send items back to us without first contacting our team.

8. Refunds

Once a return is approved and the item received and inspected (where applicable), we will process your refund to the original payment method or by bank transfer, typically within 14 business days. If you haven’t received a refund within this time, please first check with your bank or card provider, then contact us if the issue is not resolved.

9. Delivery Costs

Original delivery costs are non-refundable unless the return is due to our error (damaged, faulty or incorrect item).

10. Changes to This Policy

We may update this Refund and Returns Policy from time to time. Any changes will be posted on this page with a revised effective date.

11. Contact Us

  • BGA Group Belgium BV – Let’s Toko
  • Gouverneur Verwilghensingel 30/5, 3500 Hasselt, Belgium
  • Phone: +32 468 47 79 55
  • Email: info@letstoko.be

Last updated: August 2026.