Return an order for a full refund - Most items can be returned for refund for up to 30 days after the tracking delivery date. Some conditions apply. See the FAQ: How do I request a return? for details.
Receive a full refund if you haven't received an order - Report late delivery from My Orders by clicking the item, then clicking Where's My Item? and we will log the incident. After 60 days from the shipment date, if the item has not been confirmed delivered by tracking, we will automatically process a full refund. See the FAQ: What if I haven't received my order? for details.
The following conditions apply:
We're sorry but it is not possible for Tophatter to refund or reimburse the cost of foreign transaction fees or overdraft fees from your bank, additional postage due, Customs, VAT, or any other taxes or fees which were not included on your invoice and paid through My Orders. If you incur these costs, we recommend consulting local import laws, your post office or your bank for additional details.
For the security of our shoppers, only your Shipping Address is shared with merchants. Issues with an order should only be resolved through the options provided under My Orders. If a listing description or package includes a merchant's direct contact information, we strongly recommend using caution, as Tophatter Buyer Protection does not cover transactions which take place outside of our platform.
To be eligible for refund, items must be returned with a valid tracking number to the return address which is provided in your return request confirmation email. We cannot be responsible for items that are shipped to our offices, returned with no identifying information, or returned outside of the return request process described in the FAQ: How do I request a return?
Refunds processed as Tophatter Credit can be converted to cash refund upon request, except when:
The refund credit has already been applied to another order, or
the refunded order was originally paid with Tophatter Credit.
"Cash refund" is defined as a refund to the original payment method. Cash refunds cannot be processed to a different credit or debit card, or an alternate funding source.
If you paid with a one-time use gift card or rechargeable pre-paid card, we strongly recommend keeping the card until you are sure that you are satisfied with your purchases, as cash refunds must always be processed back to the original payment method.
If you paid with PayPal using either your linked bank account or PayPal balance, cash refund will be processed to your PayPal balance. Your refund will be reflected on your PayPal account within 3 to 5 business days. If you paid with your credit or debit card through PayPal, the refunded amount will go back to your card as a credit. In these instances, it can take up to 30 days for the refund to appear on your card statement. Please contact PayPal for additional questions about your refund.
If you pay with Apple Pay or Google Pay, cash refund will be processed back to the credit or debit card linked to your payment account.
If you paid with a credit or debit card, cash refund will be reflected on your credit card or bank statement as a credit within 3 to 5 business days. If you have trouble locating your refund, please contact the card-issuing bank directly. For your convenience there is a toll-free number on the back of your card.
We apologize, but the platform is unable to support the replacement or reshipment of items, including orders which are damaged or incomplete. These orders can be returned for full refund, and if replacement is preferred, you have the option to Search for a similar item and buy it again.