Return Eligibility

Customers may request a return or refund within 48 hours of delivery where the product is damaged, defective, incorrect, or materially different from what was ordered.

Condition of Returned Items

Returned products should, where reasonably possible, be unused, in their original packaging, and accompanied by proof of purchase. However, these requirements may be relaxed where the nature of the complaint makes this unreasonable.

Return Transport or Delivery Cost

Where a return is approved because the product is damaged, defective, incorrect, or not as described, the cost of return shall not be charged to the customer.

Where a return is requested for customer convenience only, including change of mind or incorrect selection by the customer, the customer shall bear the return transport or delivery cost, unless TopStore or the vendor states otherwise.

Return Address

The product must be returned only to the return address provided during the return approval process. Depending on the case, this may be either the vendor’s designated return address or a TopStore-designated return or inspection address.

Customers should not return products before receiving return instructions and approval.

Refund Processing

Refunds are processed after review and approval. Where a refund is approved, TopStore will aim to complete it within 24 hours of approval, although bank or mobile money processing times may affect when the customer receives the funds.

Items That May Not Be Eligible

Certain goods, including personal care items, perishables, customized goods, and digital goods, may not be eligible for return, except where they are defective, unsafe, incorrect, or not as described.

Before You Submit a Return Request

To help us review your request quickly, please contact support and include your order number, a short explanation of the issue, and any relevant photos where applicable.