Refund Policy

Refund & Return Policy

At Top Shelf Sale, we want you to be completely happy with your purchase. Please read this policy carefully so you know exactly what to expect if something goes wrong.

1. Returns

We accept returns within 7 days of you receiving your order. To be eligible for a return, your item must be unused, in its original condition, and in the original packaging.

Return shipping costs are the responsibility of the customer. Before sending anything back, please contact us through our Contact page to obtain a return authorisation. Unauthorised returns may not be accepted.

Once we receive and inspect the returned item, we will notify you of the outcome. If approved, a refund will be issued to your original payment method or a replacement will be dispatched.

Please note: Shipping fees, import taxes, and other additional charges are non-refundable.

2. Damaged Items

If your order arrives damaged, please contact us within 30 days of delivery with your order number and clear photos (or a short video) showing the damage.

  • Severely damaged items: We will offer a full refund or a free replacement.
  • Partially damaged items (excluding minor cosmetic issues such as slight wrinkles, minor scratches, or loose threads): We will offer a partial refund or a replacement.

For fragile products, we will typically process a refund rather than a replacement to avoid further transit risk. We are unable to offer refunds or replacements for damage to outer packaging boxes caused by international shipping.

3. Wrong or Missing Items

If you receive the wrong item, or if something is missing from your order, please contact us within 30 days of delivery with your order number and a photo or description of the issue.

  • Wrong item received: Full refund or free replacement.
  • Wrong colour or size (where it does not affect function): Refund or replacement upon receipt of your complaint with the date, your name, and description of the issue.
  • Missing parts that affect product function: Full replacement sent at no charge.
  • Missing accessories (that do not affect function): The missing accessory will be resent.

4. Order Not Received

If your tracking information confirms delivery but you have not received your parcel, please first check with neighbours and your local post office, as packages are sometimes left at nearby locations or held for collection.

If the parcel is still not found, a non-delivery certificate with an official seal from your local post office will be required before we can investigate further. Please note that investigations can take 1–2 months and a resolution cannot be guaranteed.

If tracking shows an alert (such as incorrect address, unclaimed parcel, or refused delivery), the carrier will typically attempt delivery 1–3 times before returning the parcel. In these cases, please contact your local carrier promptly to arrange redelivery. We are not responsible for parcels destroyed or lost during the return process due to unclaimed packages.

5. Delayed Orders

Delivery times are estimates and may be affected by customs processing, carrier delays, or seasonal peaks. If your order has not arrived within the estimated window:

  • United States: If your order has not been delivered within 45 days of dispatch, please contact us and we will open an investigation.
  • Brazil: Due to complex customs procedures, please allow up to 110 days from dispatch before contacting us regarding non-delivery.
  • All other countries: Please allow the full estimated delivery window plus an additional 2 weeks before contacting us.

6. Order Cancellations

You may cancel your order for a full refund provided the order has not yet been processed by our warehouse. Once processing has begun, we are unable to cancel the order.

The following orders cannot be cancelled after payment:

  • Custom or personalised items (including print-on-demand products)
  • Pre-ordered items reserved specifically for you
  • Service-based products (e.g. video or photo services)

7. Dispute Deadline

All refund, return, and replacement requests must be submitted within 30 days of your order being marked as delivered. After this window closes, we are unable to reopen the case.

8. Force Majeure

We are not liable for delays or damage caused by events outside our control, including but not limited to natural disasters (earthquakes, floods, storms), international conflicts, strikes, pandemics, or customs inspections. We will always notify you as promptly as possible if your order is affected by such an event.

9. How to Contact Us

For any refund, return, or replacement request, please reach out via our Contact page. Include your order number, a description of the issue, and any supporting photos or videos. We aim to respond as quickly as possible and will work to resolve every issue fairly.