Return & Refund Policy
We truly appreciate you choosing Toperth, and we want you to feel confident with every purchase. Please take a moment to review our return and refund policy, created with transparency, fairness, and your satisfaction in mind.
Rest assured, we’ll strive to make things right in case of any hiccups along the way.
If you’re not satisfied with an item, we want to quickly resolve the issue. We’ll gladly replace, exchange, or refund, depending on your preference. We encourage you to reach out to our Customer Service at [email protected] before returning a used product, so we can provide you with the best possible service.
Our Commitment to Transparency
At Toperth, we prioritize transparency at every step of your shopping experience.
When an order is placed on our website, we want to ensure your expectations are met. By completing your purchase, we ask for your mutual understanding on the following points so we can serve you best:
- You have reviewed the return conditions, timelines, and non-returnable item list.
- You understand that slight variations (such as fit, perception of color, or minor measurement deviations) are part of the unique manufacturing process and not considered defects.
- You agree to follow the proper return process, including requesting approval before sending anything back.
If a formal dispute arises, this policy—along with the product listings and communication trail—will serve as the reference for resolution.
Before You Order – Sizing & Expectations
We highly recommend checking our Size Guide before placing your order. If you’re unsure which size to choose, please don’t hesitate to reach out to us—our friendly team is happy to assist you.
Please note that, as with most garments, a slight variation of 1–3 cm (+/-) in measurements may occur due to the manual nature of the production process. This is completely normal in apparel manufacturing and not considered a defect.
As a small business, every return impacts us—so double-checking sizing before purchase helps us reduce waste and keep offering you thoughtful, quality pieces.
Return Eligibility & Conditions
You may request a return within 30 days of receiving your order, as confirmed by the tracking information.
To be eligible for a refund:
- Items must be unworn, unwashed, and unused.
- Must be in their original condition and packaging.
- Return must be initiated by emailing us within the return window.
Items returned that do not meet the above criteria may not be eligible for a refund or may incur a restocking fee.
1. Unsatisfactory Items (Change of Mind / Wrong Size)
You may return unsatisfactory items within 30 days of package delivery, provided they are unused and in their original packaging.
- Shipping Costs: As we strive to keep our product prices as low as possible for customers globally, we do not build return shipping costs into the item price. Therefore, return shipping fees are the responsibility of the customer unless the item is incorrect or damaged.
- Process: Send items back to us using any trackable shipping method. Ensure your package is prepaid, as we cannot accept COD returns.
2. Damaged or Incorrect Items
If your order arrives damaged or defective, please reach out to us via our Contact Form within 48 hours of delivery with:
- Your order number
- Clear photos of the item and the issue
Once reviewed, if we confirm the error or defect, we will offer compensation, resend a replacement, and cover the return shipping costs. Claims made beyond the 48-hour window may not be eligible.
3. “Not As Described” Claims
We aim to present our products clearly. However, please keep the following in mind when assessing a product:
- Perceived differences in color, fabric texture, or overall appearance are not considered defects. Variations may occur due to screen resolution and lighting.
- Size variation of 1–3 cm (+/-) is standard and not considered a fault.
- Styling and fit may differ depending on body type; these are not valid grounds for claiming the item is “not as described.”
If you believe your item is significantly different from what was advertised, you are welcome to contact us with photos. Claims relying on subjective dissatisfaction (e.g., “it doesn’t look like I imagined”) will not be classified as “item not as described” and will follow the standard return process where the customer covers shipping.
🌿 Go Green & Hassle-Free: The Store Credit Benefit
Want to skip the trip to the post office? We offer a sustainable Store Credit Option that benefits both you and the environment.
Instead of a traditional return, you can choose to receive store credit equal to your refund amount. This often allows you to keep your product (gift it to a friend or donate it!) and apply the credits to future purchases. It’s faster, eco-friendly, and saves you from paying return shipping fees. Your credits are valid for up to 12 months.
Return Procedure
Step 1: Contact Us
Contact our customer service and indicate your order number, the item(s) you’d like to return, a brief explanation for the return reason, and photos of each side of the item(s). We’ll respond within 1–2 business days with return instructions.
Step 2: Packing & Costs
After receiving instructions, pack the item(s) in the original packaging.
- Important: Due to international tariff regulations, we are unable to provide prepaid return labels.
- Shipping Note: Return shipping is arranged and paid for by the customer via their preferred local courier. Shipping rates and potential customs fees vary depending on your location. Please check with your local provider for an estimated cost.
Step 3: Documentation
Include your order number inside the parcel. (Simply go to My Account, click Order History, select the appropriate order number, and write it down or print it out).
Step 4: Shipping
Send the package to the designated return address provided by our customer service team.
- Warning: Please do not send your return to the address on your package. That is not the return address; doing so will result in your package being lost, and you will be responsible for the loss.
- Our after-sales warehouses are located in the United States and Hong Kong.
- We strongly recommend using a track-and-trace shipping service. Untracked packages cannot be guaranteed for delivery, and we are not responsible for items lost in transit.
Refund Timing
If an item was delivered as ordered and undamaged, the refund amount will equal the amount spent on your original order (excluding shipping fees).
We will refund the cost of the merchandise to the original method of payment. You should expect to receive your refund within several weeks of giving your package to the return shipper. This time period includes:
- Transit time for us to receive your return (10 to 15 business days).
- Processing time once we receive it (3 to 5 business days).
- Bank processing time for the refund request (3 to 7 business days).
Delivered but Not Received Claims
Toperth is not liable for packages marked as delivered by the courier. Once a delivery confirmation has been issued, responsibility rests with the courier and recipient.
If your package is marked delivered but missing:
- Contact your local courier immediately to file a non-delivery claim and request a formal investigation.
- Ask for a case ID/claim reference.
- Check with neighbors or building management.
We cannot offer refunds or reshipments for packages marked as delivered unless the courier officially acknowledges fault. If a package is confirmed lost due to courier error after a proper investigation, we will gladly review the outcome for a potential replacement or store credit.
Chargebacks and Dispute Resolution
We’re always happy to assist with any order-related issues, and we strongly encourage you to contact us first before filing a dispute or chargeback.
Filing a chargeback without contacting us may limit your eligibility for future purchases.
As an international merchant, we provide your issuing bank with all relevant evidence during the review process. If the bank resolves the dispute in your favor, you may retain both the item and the refund. However, if the case is decided in our favor, no additional refunds will be processed.