Refund policy
Last updated: 14 April 2026
We want you to be happy with your Top G order. If something isn't right, read through the terms below and reach out to us.
1. Return window
You have 5 days from the date you receive your item to initiate a return. After 5 days, returns are declined.
Note for EU and UK customers: your statutory right to return goods within 14 days of receipt under consumer protection law overrides the above. If you're in the EU or UK, the 14-day cooling-off period applies.
2. Return conditions
For a return to be accepted, the item must be:
- Unused and unwashed
- Undamaged — no stains, creases, discolouration, or wear
- Free from animal hair, fragrance, or debris
- In original packaging with all tags still attached
- Accompanied by any included accessories
3. Non-returnable items
The following cannot be returned:
- Items paid for with cryptocurrency (no returns, exchanges, or cancellations on crypto orders)
- Gift cards
- Final sale items (marked as such on the product page)
- Custom or personalised products
- Items outside the 5-day return window (14 days for EU/UK)
- Items returned without prior authorisation
4. How to start a return
Email support@topg.com with:
- Your order number
- Your full name
- The item(s) you want to return
- Reason for the return
- Photos if the item is damaged or defective
We'll reply with a Return Authorisation number and the return shipping address. Do not ship items back without a Return Authorisation — unauthorised returns may not be accepted.
5. Refunds
Once we receive your return, we'll inspect it and email you with the outcome. If approved:
- Card payments — refund issued to the original payment method. Processing usually takes 5 to 10 business days to appear on your statement depending on your bank.
- Gifts — store credit for future purchases instead of a cash refund.
Original shipping charges are not refunded. Return shipping is your responsibility unless the item was damaged, defective, or incorrect.
6. Exchanges
We offer exchanges for:
- Wrong size (subject to availability)
- Incorrect product shipped
- Damaged or defective items
- Items received unsealed or tampered with
To request an exchange, follow the same process as a return and tell us you'd like an exchange in your email.
7. Damaged, defective, or incorrect items
If your order arrives damaged, defective, or isn't what you ordered, contact us within 48 hours of delivery with photos. We'll cover return shipping and send a replacement or refund as appropriate.
8. Cancellations
You can cancel an order as long as it hasn't shipped yet. Email us as soon as possible at support@topg.com with your order number. Once the order has shipped, it's subject to the normal return process above.
