RETURN & REFUND POLICY
Return and Refund Policy
Effective Date: 06/01/2023
At Top Decor Club, we want to ensure our customers have a satisfying shopping experience. We are committed to providing high-quality products and services. This Return and Refund Policy outlines the terms and conditions for returns and refunds
1. Eligibility for Returns and Refunds
1.1. To be eligible for a return and refund, the following conditions must be met:
- The product was purchased directly from our company top decor club
- The request for return and refund is made within 30 days of the delivery date.
1.2. Items that are not eligible for return and refund include:
- Gift cards.
- Personalized or customized items unless there is a defect or error in the customization process.
- Products that are damaged due to customer misuse or negligence.
2. Reasons for Return and Refund
2.1. Damaged or Defective Products:
- If the product is received in a damaged condition or is defective, customers are eligible for a full refund or replacement without any return fees or charges.
- Customers must notify us within 48 hours of delivery with clear images showing the damage or defect.
2.2. Wrong Item Shipped:
- In the rare event that a wrong item is shipped, customers can request a full refund or exchange for the correct item.
- Customers must contact us within 7 days of receiving the order to report the issue.
2.3. Change of Mind or Buyer's remorse:
- If customers change their mind about a purchase, they can request a return and refund within 30 days of delivery.
- The product must be unused, in its original packaging, and in a resellable condition.
- Customers will be responsible for return shipping costs depending on size and weight. Shipping will be calculated by freight carrier and invoice will be supplied.
3. Return Process
3.1. To initiate a return and refund request, customers must follow these steps:
- Contact our Customer Support team through email@example.com or phone at 205-462-7290 within the eligibility period.
- Provide the order number, the reason for return, and any relevant supporting documents (e.g., images of damaged items).
- Our Customer Support team will guide customers through the return process and provide a Return Merchandise Authorization (RMA) number if applicable.
3.2. Customers must ensure that the product is securely packaged to prevent any damage during return transit.
3.3. Upon receiving the returned item, we will inspect its condition. If the return meets the eligibility criteria, we will process the refund or replacement within 5 business days.
4. Refund Process
4.1. For eligible refunds, customers will receive the refund in the same payment method used for the original purchase.
Refunds will be credited to the original payment method and can take up to 3-7 business days to reflect on your statement. Return restocking fees are not refundable.
4.2. Refunds will include the full product purchase price but will not include any shipping or handling charges unless the return is due to our error, damaged or defective.
5. Cancellation Policy
5.1. Order cancellations can be made within 24 hours of placing the order, and a full refund will be issued.
6. Contact Information
If you have any questions or concerns regarding our Return and Refund Policy, please contact our Customer Support team at:
To initiate a refund contact us via email with your order number and request at firstname.lastname@example.org
Include your order number in the subject form.
If you wish to cancel or return an order please take the following steps:
Send an email to email@example.com
Include your order number from your confirmation email
Ask for a cancellation of the order
Customer support will review your request and reply within 24 hours.
Orders are processed from our warehouse the moment they are received. The shipping team preps the products and tracking numbers which is the reason for this fee.
Cancellations of Custom Orders and Made-to-order Products
Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. Refer to the table above for brands with custom or made-to-order products.
These units are custom-made to your specification or created once your order. Once you place your order we will start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for Custom made and Made-to-order products.
Once an order ships it is subject to a restocking fee.
If the order is canceled once shipped, or the delivery is refused or turned around due to the customer not making a delivery appointment, the order will be returned to the warehouse automatically treated as a return.
Refusing a shipment due to damage will not be treated as a return and will be subject to our damaged products policy.
PRODUCTS NOT ELIGIBLE FOR RETURNS
Any product(s) that have been modified
Any product(s) that are not in a resalable condition
Any product(s) that is not accompanied by an order number
Any product(s) that is not in the original box with sufficient packaging materials
Any product that is regarded as a sample
DAMAGED PRODUCTS POLICY
If you receive a damaged product, please follow these easy-to-follow steps:
If the box has clear damage upon delivery, take clear photos of the damaged box, refuse the package, and note the damages with the delivery driver on the Bill of Lading or Freight Bill.
No damages to the box? Inspect your package immediately when you receive the order from the freight carrier. If there are damages to the product, take pictures and send them to our customer support right away.
Email our customer support team at:firstname.lastname@example.org with your order number, issue, and clear photos or videos.
Customer support will assist you within 24 hours and send a replacement unit to your shipping address.
IMPORTANT NOTE: All damages must be reported within 24 hours of delivery. If damage is reported after the 24-hour mark, the claim will be denied.
General Rules for Exchanges
Must be reported within 30 Days of Delivery. We cannot accept any Exchange Requests after this mark.
A minimum of 15% restocking fee will be applied to any Exchanges. Refer to the restocking fees by brand above.
Only uninstalled, unused Products in the original packaging with the box and/or palate are subject to this Exchange Policy. If a Product has been used or installed, it cannot be exchanged.
How We Process Exchanges
Arrange to have the returned product(s) picked up
The warehouse team receives the product and checks that the product is in new condition
A customer receives a refund, less the Restocking Fee.
The customer processes a new order for the exchange item.
You can access our full shipping policy here.
We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages based on information from freight companies, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills are behind on making metal, the manufacturers delayed because of the mills, the overwhelming demand on shipping, factory/warehouse, and dock workers and so on).
Order delays have proven to be unavoidable and outside of our control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!