Refund Policy

This policy explains eligibility requirements, return procedures, refund timeframes, and customer responsibilities relating to purchases made through our website.

1. Return Eligibility

Customers may request a return within 14 calendar days of receiving an item.

Returned products must be unused, clean, in their original condition, and returned with any included packaging and accessories where applicable.

2. Return Request Process

To request a return, customers should contact our support team within the return period and provide their order details.

Once approved, return instructions will be provided. Items should be shipped back within 7 calendar days of receiving return approval.

3. Refund Approval

Refunds are reviewed after the returned item has been received and inspected.

If the returned item meets the conditions outlined in this policy, the refund request will be approved and processed accordingly.

4. Refund Timeframe

Approved refunds are generally processed within 5–10 business days after return approval.

Processing times may vary depending on the financial institution involved.

5. Refund Method

Refunds are issued back to the original method used when the order was placed.

Alternative refund arrangements may only be considered where operationally appropriate.

6. Non-Returnable Situations

Returns may not be accepted where:

  • The return request is submitted after the 14-day return period.
  • The item has been used, altered, damaged after delivery, or is not in its original condition.
  • Required product components are missing.
  • The item was returned without prior approval.

7. Damaged or Incorrect Items

If an item arrives damaged, incomplete, or different from the item ordered, customers should notify us within 7 calendar days of delivery.

Photographs or supporting information may be requested to assist with the review process.

8. Return Shipping

Customers are responsible for arranging the return shipment unless otherwise agreed during the return review process.

Items should be packaged appropriately to prevent damage during return transit.

9. Contact Information

THE TOPPER FACTORY LTD

Email: info@thetopperpet.uk

Telephone: +44 1776 208008

Address: 8 Debnams Road, London, England, SE16 2AX

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