Refund policy

Effective Date: July 2025

If you have any questions, please email us at hello@toplcup.com.

RETURNS POLICY
topl reusable cups are classified as food storage items, so we only accept returns of unused items or items with a manufacturing fault. Personalised or customised products cannot be returned unless they are defective.

You may only return a topl product to our warehouse if it was purchased online at toplcup.com. If your item was purchased via a third-party stockist or distributor, it must be returned to the authorised seller directly in accordance with their returns policy.

We do not offer store credit, so please refer to our size and colour guides before placing your order. If your topl is unused, undamaged, and still in its original packaging, we can organise a return.

Returns must be requested within 14 days of receiving your order. Once approved, you must ship your item within 14 days of receiving return instructions. Returns outside this timeframe may be accepted at our discretion and may only be eligible for a replacement.

To be eligible for a return, the item must be in resaleable condition. This includes:
The original instruction brochure is still inside (if provided)
The product is unused and as received
The item is returned in its original packaging
Proof of purchase is required

We do not offer exchanges. If you wish to receive a different item, please complete the returns process and place a new order separately.

To request a return, email hello@toplcup.com with your order number, full name, contact details, and reason for return. One of our customer service team will get in touch with next steps. Do not send your item until you have received approval and instructions from us. No material will be accepted, or replacements issued, without prior authorisation.

Customers are responsible for covering return shipping costs on change-of-mind returns. We recommend using a tracked service. topl is not responsible for lost return packages and we are unable to issue refunds unless items reach us safely.

REFUND POLICY
You have the legal right to cancel your order for a full refund at any time from the moment of placing the order up to 14 days after receiving the goods. To do this, you must notify us in writing within that 14-day period by emailing hello@toplcup.com.

We only issue refunds for unused, non-personalised items that are returned in resaleable condition and within 14 days of delivery. All goods are inspected upon return. If your return is approved, a refund will be issued to your original payment method within 3 business days of receiving the returned item. Please allow up to 10 business days for your bank to process the refund.

Shipping costs are non-refundable unless the item is faulty. If we are not notified of your return in writing, any courier costs associated with 'return to sender' parcels will be deducted from your refund.

Until returned goods reach our warehouse, they remain your responsibility. Please ensure they are well packaged to avoid damage in transit and use a tracked delivery method. We cannot refund damaged or lost items.

DAMAGED OR INCORRECT ITEMS
If your order arrives damaged or incorrect, we will gladly replace the item at no cost. Please notify us within 7 days of receiving your parcel and include photos of the product and packaging when you contact us. Do not use the item, as this may void your eligibility for replacement.

No goods will be accepted for return, nor replacements issued, without prior written approval from our customer service team.

WARRANTY POLICY
All topl products come with a one-year warranty from the date of purchase covering manufacturing defects. If something goes wrong, we’ll aim to replace just the faulty part rather than the entire item to help minimise waste.

The warranty does not cover general wear and tear (such as scratches or dents), damage caused by improper cleaning (e.g. dishwasher use), accidents, misuse, or third-party modifications such as unauthorised engraving.

To submit a warranty claim, please email hello@toplcup.com with a clear photo of the issue, a description of the fault, and a copy of your original proof of purchase. Claims made within 30 days of purchase may be eligible for a refund. After that, replacements are offered. Replacements do not reset the warranty period.

GIFTS AND THIRD-PARTY PURCHASES
We can only process returns and warranty claims from the original purchaser. If you received a topl product as a gift, please ask the person who placed the order to contact us on your behalf.

If you purchased your topl from a third-party retailer, including Amazon UK, please contact the retailer directly. Amazon UK purchases may be eligible for warranty replacements through topl, provided valid proof of purchase is submitted.

CO-BRANDED PRODUCTS
Branded or customised corporate orders are not covered by our standard warranty. Queries will be handled on a case-by-case basis and must be submitted by the original purchaser or gifting business.

Need help?
Contact us at hello@toplcup.com – we’re always happy to help.