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. Please contact Customer Service at [email protected] before sending any item back. Standard returns must be unworn, unwashed, unused, and in their original condition unless Customer Service approves another remedy for your specific request.
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.
Store Credit as an Optional Refund Method
When a cancellation, return, or refund is approved, you may agree to receive Store Credit instead of a monetary refund. Store Credit is optional and will not replace a monetary refund without your agreement. In some cases, Customer Service may approve a keep-the-item resolution for the specific request.
US$1 equals 1 Store Credit. For an order paid in another currency, Store Credit is converted using the fixed exchange rate configured in the website’s active currency plugin when the credit is issued. Store Credit is valid for 12 months. Please review the Store Credit Policy for usage limits and full details.
Return Procedure
Step 1: Contact Us
Contact Customer Service and provide your order number, the item(s) you would like to return, a brief reason for the request, and photos of each side of the item(s). We will 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. You can find it in My Account under Order History.
Step 4: Shipping
Send the package to the designated return address provided by Customer Service.
- 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.
Order Cancellations
Contact us immediately at [email protected] if you wish to cancel an order. Cancellation cannot be guaranteed after processing or shipping has begun. When a cancellation and refund are approved, the payment-source rules below apply.
Refund Method and Timing
If an item was delivered as ordered and undamaged, the eligible refund amount equals the amount paid for the merchandise, excluding non-refundable shipping costs.
Unless you agree to receive Store Credit instead, eligible monetary payments are refunded to the original payment method. If an order was paid partly or fully with Store Credit, the Store Credit-funded portion is returned to Store Credit and is not refunded again as money. Any remaining eligible monetary amount is refunded to the original monetary payment method.
You should expect the complete return and refund process to take several weeks after giving your package to the return shipper. This 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
If a package is marked as delivered but you cannot find it, contact the courier and Toperth promptly. A delivery scan is important evidence, but we will review the available tracking information and any courier investigation before determining an appropriate remedy. This does not limit any mandatory consumer rights that apply to your order.
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.
Please provide the courier case or claim reference to Customer Service. If the investigation confirms loss or delivery error, we will review the appropriate remedy, which may include a replacement, refund, or Store Credit according to the payment-source rules above.
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.
Contacting us first often allows us to investigate and resolve the issue more quickly. This does not affect your right to contact your payment provider.
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.