REFUND and returns POLICY

At TopG, we aim to provide exceptional customer service while maintaining fairness and transparency. Please carefully review our Refund & Return Policy to ensure you understand the conditions and procedures before initiating a return or exchange.

Condition of Returns

Returns are accepted only if the item is in its original condition, unused, undamaged, and includes all original packaging, tags, and accessories. We reserve the right to decline returns if the item shows any signs of wear, damage, alteration, or does not meet the conditions outlined below.

Returns will not be accepted under the following circumstances:

  • The item shows any signs of wear, such as stains, creases, or discolouration.
  • The item has animal hair or any other debris on it.
  • Non-returnable tags have been removed.
  • The item has been altered, washed, or laundered.
  • The item is missing original packaging, tags, or accessories.
  • Returns are initiated more than 5 days after the item has been received.

Cryptocurrency Payments

Orders paid with cryptocurrency are non-refundable under any circumstances. This includes returns, exchanges, or cancellations.

Refunds & Store Credit

  • For the Original Purchaser:
    Refunds will be processed to the original payment method once we receive and inspect the returned item. The item must meet the required conditions of being unused and returned with all original packaging and tags.
  • For Gift Recipients:
    If you are the recipient of a gift and do not have access to the original payment method used for the purchase, we will offer store credit equal to the value of the returned item. This store credit can be redeemed for future purchases on our website, provided the returned item meets all return conditions.

Exchanges

We aim to accommodate exchanges promptly, ensuring a seamless experience for our customers. Exchanges will only be honoured in the following circumstances:

  • The wrong size was delivered.
  • An incorrect product was sent.
  • The item arrived damaged or defective.
  • The item was not sealed upon receipt.

How to Initiate a Return

To initiate a return, please contact our TopG Support Team at support@topg.com to request a Return Authorisation. This will ensure your request is escalated to the relevant department for swift processing.

To expedite your request, please include the following details in your email:

  • Order Number
  • Full Name
  • Brief Reason for the Return

Once our customer service team receives your request, they will coordinate with the relevant departments to inspect the returned item. After the process is complete, we will notify you of the outcome and advise whether a refund, store credit, or exchange will be provided.

Additional Notes

  • Original shipping charges are non-refundable.
  • The cost of return shipping will be the responsibility of the customer and will depend on your local postal service.