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Defective product
Tok&Stok

Bought a defective product at Tok&Stok? See how to demand a repair, replacement or refund and learn your rights.

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What to do, step by step

  1. Keep the invoice (nota fiscal), the warranty and photos or videos showing the defect.

  2. Report the defect to Tok&Stok through its official channels and write down the protocol number.

  3. The store and the manufacturer have up to 30 days to repair the product (art. 18 of the CDC (Brazilian Consumer Defense Code)).

  4. Once the deadline passes, you may choose: a replacement with a new product, a refund of the amount paid or a price reduction.

  5. If there is no solution, file a complaint with Procon and on the consumidor.gov.br platform.

Official channels: Tok&Stok

Official website
atendimento.tokstok.com.br
WhatsApp
(11) 5028-1007
App
Tok&Stok
Regulator
Procon · 151
consumidor.gov.br
Official government platform; filing a complaint is free

Frequently asked questions

How long do I have to complain about a defect?

For durable goods the deadline is 90 days (30 days for non-durable goods), counted from delivery. If the defect is hidden, the period starts when it shows up (art. 26 of the CDC).

Is the legal warranty different from the manufacturer warranty?

Yes. The legal warranty under the CDC exists even without a written document. The contractual warranty from the manufacturer or the store is an addition and does not replace it.

Can I demand an immediate replacement without waiting for a repair?

In some cases, yes: when repair would compromise the quality of the product or when the product is essential (art. 18, § 3, of the CDC). Each situation should be assessed individually.

Can the store just send me to the service center?

As a rule, no. Suppliers are jointly liable for product defects, and you can also claim against the store where you bought it.

What are the official customer service channels of Tok&Stok?

Official channels of Tok&Stok: Official website: atendimento.tokstok.com.br; WhatsApp: (11) 5028-1007; App: Tok&Stok. Write down the protocol number of every contact and, if the problem persists, file a complaint with Procon.

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