Refund policy
At Topchain, customer satisfaction is always our top priority.
Our dedicated QC and QA team will check your items before shipping. The quality of our products is guaranteed. However, you do need to carefully and accurately check your size and details before purchasing.
If your product is a standard item:
If you are not satisfied with the item you received, we can easily arrange an exchange or refund for you. We are here to help!
If your product is a custom item:
Due to the special nature of custom items, we only accept refunds for Topchina's faults, such as custom errors, wrong shipments, etc.
How to contact us
Contact us via email cntopchain@126.com and describe the problem in detail, including the reason for the return, and your order number. For items that are defective, incorrect, or not as described, please send us clear pictures or videos of the problem.
Our solution:
Topchain's responsibility:
If our company is responsible for the problem, we will allow the shoes to be returned to our warehouse for a refund or exchange.
Once we receive the item, we will refund the original product price in full and its shipping costs, or resend the replacement free of charge at our expense. This solution only applies if Topchain is responsible for shipping the wrong item/size.
Customer's Responsibilities:
1. Order Error
We can also allow returns if the customer ordered the wrong product. In this case:
(1) For exchanges, the customer will be responsible for the shipping costs to send the shoes back to us. We will cover the shipping costs to send the replacement shoes.
(2) For refunds, the customer will be responsible for the shipping costs to send the items back to us. When we refund each customer, we will deduct a fixed handling fee of $5.00 per pair of shoes. (If the order has additional shipping costs, the shipping costs will not be refunded)
Note: Returns can only be made within 7 days of delivery. Once we have reached an agreement on the return, please send the return label within 5 business days. We will not accept returns after 5 business days.
2.Unwanted Items
If the customer decides that they no longer want the item or just want to exchange it, they can report the part to us within 7 days of receiving the product and we will evaluate and try to find a suitable solution for you. Once we both agree on a refund, in this case, the customer will be responsible for the shipping cost to return the item to us, and we will deduct a fixed handling fee of $5.00 per item when refunding each customer.
3. Your order was not delivered due to factors within your control (i.e. providing the wrong shipping address). If you want to re-ship, you need to pay an additional 50% of the item value.
4. Your order was not delivered due to special circumstances beyond the control of the seller (e.g. delays due to natural disasters).
5. Other special circumstances beyond our control.
6. After the order arrives in your country, you change your mind and request a return.
Note:
Shoes can only be returned within 7 days of delivery.
We do not accept unpaid couriers.
All returns must first be approved by our customer service team; please email us first.
All returned items must be new, unused, with all original tags and their original packaging.
Note: We do not accept returns of second-hand items, nor items with more than 60% discount. Unless the customer received the wrong item or the item is defective.
Compensation Time Frame
For returned items or items that require replacement, we will need 3-6 business days to process a solution after receiving your item.
After this time, the refund time is as follows:
Paypal account refund: up to 48 hours
Credit card refund: 7-14 business days
For further assistance, please contact us at cntopchain@126.com. We will do our best to assist you and respond to all messages within 24 hours.
