Returns & Refund Policy
TOPL reusable cups are food storage items so we only accept returns of unused items, or by reason of manufacturing default. Personalised products will not be accepted for returns unless they are faulty.
If you wish to return an item, please note that the goods must be accompanied by the official receipt that you received at checkout. You may only return TOPL reusable cups to our warehouse if they were purchased online at toplcup.com. If you wish to return a TOPL that was not purchased online, it will need to be returned to the authorised TOPL reseller.
We do not offer store credits, so please take care with your selection and refer to the size and colour guides before finalising your choice.
If your TOPL is unused, undamaged and still in its original packaging, we can organise a return for you.
We can only refund unused items that are in a re-saleable condition within 14 days of receipt of goods, for example:
- the original instruction brochure is still inside;
- the item is in its original packaging; and
- the item is unused and as received.
Please note, we do not offer exchanges. If you wish to exchange an item, please complete the returns procedure as outlined and place your order again.
Please email firstname.lastname@example.org to advise of a product return. A return must be requested within 14 days of receiving your order. We will require the order number, customer name, email address and phone number as well as the reason for the return. One of our customer services representatives will get in touch to explain the next steps.
No material will be accepted, or replacements issued without prior approval to return such products.
You should then return your item(s) within 14 days of receiving delivery return details. Returns outside these time frames may be accepted at the discretion of TOPL and may only be exchanged for an alternative product unless found to be faulty.
The customer bears the cost of returns due to change of mind.
You have the right to cancel the contract for the purchase at any point from the time of ordering until 14 days after delivery. To qualify for a refund as a result of such a cancellation you must cancel this contract in writing to us within 14 days of taking delivery.
We only exchange and replace for damaged or unsatisfied products, we do not refund in any other circumstances.
You will be responsible for paying for your own shipping costs for returning your item for return of undamaged products. Shipping costs are non-refundable. If we are not notified in writing of your intention to cancel the contract, any costs incurred by services associated with unauthorised 'return to sender' returns will be deducted from your refundable amount.
All goods will be inspected on return. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit/debit card or original method of payment, within 3 business days of receipt of the package. This excludes the time that it may take to show up on your bank statement.
It can take up to 7 working days for your return to arrive at our warehouse and depending on your card issuer, it can take up to 10 business days for the funds to show in your account.
The goods are your responsibility until they reach our warehouse, so make sure it's packaged well and can't get damaged in transit. Please also ensure that you use a tracked service as we are not liable for any lost packages and are not able to issue a refund if the items do not return to us.
DAMAGED OR INCORRECT PRODUCT RECEIVED
We will, upon your request, replace any product that is received in damaged condition or as a result of a picking error, provided your request is accompanied by photographic documentation.
No material will be accepted, or replacements issued without prior approval to return such merchandise.
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