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Exchanges & Returns

We accept returns to the extent that items are: new and unused, in sales condition, with all labels, no trace of deodorant or makeup and in the original packaging. If the items have been worn, they CAN NOT be returned for hygienic reasons.

Send us an email to [email protected], in the subject indicate: RETURN + your ORDER Nº. Providing the following information:

HOW TO PROCEED

There are 2 possible cases:

  • You have made a mistake: If you have made a mistake in size, color, product, if the product does not satisfy you for questions of taste, if you have changed your mind...

  • We made a mistake: If the product delivered is not the one you ordered, if it is not the right size, if it is not the right color, if there is a fault, etc.

ERROR ON YOUR PART

Contact us by email [email protected]

In the subject of the email indicate: return + the number of your order

In the body of the email indicate:

  • Your first and last name, your delivery address as it appears on your order form.
  • The reason for the return: explain the motive: error in size, color, style or simply "withdrawal".
  • Your request that is to say if you want a replacement, in this case specify the reference, the name, the size, the color of the product that you ask in exchange or if you want a refund (in this case we will refund you using the same way you used to pay) (Note that in this case we will refund the price of the products minus the cost of shipping, when ordering the shipment is free for you but by for topgay ... we will charge you these fees).

Proceed to the return (after we have responded to your email)

IN THIS CASE THE RETURN FEES ARE AT YOUR EXPENSE.

Send the products to:

DENIER S.L.
Josep Pla, 163, 4ª planta
08020 Barcelona, 
Spain

Tel: +34 933 091 185

ATTACHING THE RETURN FORM THAT WE WILL SEND YOU BY EMAIL.

ERROR FROM OUR PART:

Your orders are checked several times to avoid errors, if despite all our checks, you receive a wrong or defective product (In this case we kindly ask you to accept our apologies) here is how to proceed:

 

Contact us by email [email protected]

In the subject of the email indicate: return + the number of your order

In the body of the email indicate:

  • Your first and last name, your delivery address as it appears on your order form.
  • The reason for the return: explain the motive: error in size, color, style or simply "withdrawal".
  • Specify your request: tell us which replacement products you want by specifying the reference size and color.
  • We will answer you and we will give you directions for the return.

IN THIS CASE THE RETURN FEES ARE AT OUR EXPENSE.

We will send you a good prepaid for shipping to:

DENIER S.L.
Josep Pla, 163, 4ª planta
08020 Barcelona, 
Spain

Tel: +34 933 091 185

ATTACHING THE RETURN FORM THAT WE WILL SEND YOU BY EMAIL.

CLARIFICATIONS :

If you have to return a damaged, defective or incorrect product, we will cover the shipping and collection costs.

TOPGAY will check for any damaged, incorrect or defective products that are returned. If we consider that the returned product has no defect, is damaged or is incorrect, we reserve the right to charge you again, and any associated costs. The law recognizes the CONSUMERS the right to return their purchase for a period of fourteen calendar days from the date the product was received by the customer. The clothes must be in perfect condition with the corresponding label. Therefore, when you want to return your order during this period, without this being due to an error of DENIER, we will refund the amount of the product, but not the costs associated with the order, such as transportation, collection or the packaging.

How to cancel or refund:

You have the right to cancel this contract within 14 calendar days without justification. To exercise this right of withdrawal, you must notify your decision to retract the contract by an unequivocal statement sent by email to [email protected].

You have a template and a form if you need it in paragraph B of the annex to the following standard https://www.boe.es/diario_boe/txt.php?id=BOE-A-2014-3329. We will provide you with a receipt.

You must report or return the goods directly to us without undue delay and in any event not later than 14 calendar days. The deadline is respected if you return the goods before the end of the period. In the event of your withdrawal, we will refund all payments received, including delivery charges (except for additional charges resulting from a different delivery choice chosen by the customer and different from the most economical offered), without undue delay. and in any event not later than 14 calendar days from the date on which we become aware of your decision to withdraw from this contract. We will make these refunds using the same means of payment that you used for the original transaction, unless you have specifically agreed otherwise, in all cases you will not pay any fees as a result of the refund. 

- Please clearly state the reason for the return or exchange so that we can proceed correctly. If the return is for a change of model, clearly indicate the new model and the color requested, and if it is a change of size, please indicate the new desired size.

 

- For refunds, clearly indicate the bank account number, credit card number or PayPal account so that we can make the refund correctly.

It is important for you to know that each issuer of credit cards, debit cards or other have different operating conditions and deadlines. Although we will reimburse you immediately (provided that the returned items meet the conditions set out below), the refund will be processed on your card or paid into your bank account within three business days to two weeks. We recommend that you follow the repayment process with the issuing entity of your card.

We accept returns to the extent that items are: new and unused, in sales condition, with all labels, no trace of deodorant or makeup and in the original packaging. If the items have been worn, they CAN NOT be returned for hygienic reasons.

Refunds will be made using the original method of payment. (You will find all the details on how to return your order on the Returns page in the Customer Service section). When returning items on which a discount or an offer has been applied, the discount or offer will not be applied if it has expired. Items will be returned to TOPGAY at your expense. We recommend that you use a registered letter with acknowledgment of receipt and keep proof of shipment, as we can not be held responsible for items lost during transport. We may withhold the refund until we have received the goods or until you have provided proof of their return, subject to compliance with the above conditions.

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