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 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 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.
- 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. 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. Please contact your local carrier promptly to arrange redelivery. We are not responsible for parcels lost or destroyed during the return process due to unclaimed packages.
5. Delayed Orders If your order has not arrived within the estimated window:
- United States: If not delivered within 45 days of dispatch, 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.
- 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 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
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 natural disasters, international conflicts, strikes, pandemics, or customs inspections.
9. Contact Us For any refund, return, or replacement request, contact us via our Contact page. Please include your order number, a description of the issue, and any supporting photos or videos. We will work to resolve every issue fairly.