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Exchanges & Returns

Was the purchased item not what you expected, or was the size incorrect? Don't worry, make your exchange or return fast and easy with Topgay.

KEEP IN consideration THAT YOU HAVE A DEADLINE OF 14 DAYS FOR RETURNING YOUR PURCHASE

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:

Once you have sent us an email with this information, we will contact you within 24-48 hours and we will indicate the steps you need to follow to complete your return.

GENERAL CONDITIONS OF EXCHANGES AND RETURNS

  • We can modify or cancel and refund the order as long as it has not left our warehouse.
  • If it has already been sent, we will not be able to modify or cancel it, in which case a return must be made.
  • Items must be new, unused and undamaged, with all labels attached and in their original packaging.
  • If the articles have been used they cannot be returned for hygienic reasons.
  • Promotional or discounted items are excluded from returns and cannot be returned.
  • Items must be returned within 14 days of receipt of the order.  Orders cannot be returned or refunded after these 14 days.
  • If the reason for the return is an error on our part (incorrect product, wrong size, or the product was received defective), we will carry the return and shipping costs when making the exchange and sending the correct product.  If the reason for the return is any other than an error on our part (and the client's country does not belong to the European Union), we will not bear the return costs and these will always be payed by the client.
  • If a refund is requested for a change of size or item, once we have received the item and everything is correct, we will proceed to generate a discount coupon for the amount of the item so that the customer can place a new order with the correct size and/or article.
  • If a refund is requested, once we have received the item and everything is correct, we will proceed to return the amount payed for the item through the same payment method used by the customer for their purchase. The amount of the refund will be the total of the returned items, but in no case will it include the shipping costs.
  • The customer is responsible for the products and articles until the moment they are returned to us, and the customer is responsible for the correct packaging when making the return so that the item(s) are not damaged in transport.

*** IMPORTANT MESSAGE FOR CUSTOMERS FROM OUTSIDE THE EUROPEAN UNION

RETURN COSTS

Shipping costs for returns are always carried by the customer in all countries outside the European Union.

TARIFFS AND CUSTOMS EXPENSES

Topgay is not responsible for customs fees and charges that may occur.
The total amount of the order does not include customs duties or charges, these vary from country to country and it is the customers responsibility to understand their customs fees and charges.  
If the order is rejected by the customer due to customs duties and charges and they choose not to accept the package, a refund will not be provided in any case.

Please contact us via email at [email protected] for any questions you might have.

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