Refund policy

Refund and Returns Policy

At topbags.co.uk, we want you to be completely satisfied with your purchase. This policy outlines our refund, return, and replacement process.

Our Commitment

We stand behind the quality of every bag and accessory we sell. If something goes wrong with your order, we're here to make it right.

Eligibility for Refunds and Replacements

You may be eligible for a refund or replacement in the following circumstances:

Damaged Products If your item arrives damaged, we'll provide a full refund or replacement. You must report the issue within 30 days of delivery and provide photo or video evidence showing the damage and how it affects the product's functionality. Please note that damaged packaging alone does not qualify for a refund if the product itself is intact and fully functional.

Wrong or Missing Items If you receive the wrong item or your order is missing products, we'll issue a full refund or send a replacement. You'll need to provide clear photos of the received item, original packaging, and shipping label, along with details of what was incorrect (such as wrong style, size, or color).

Non-Delivery If your order shows no tracking updates or remains in transit beyond 60 days from the shipping date (45 days for UK orders, 110 days for Brazil), we'll resend your order or issue a refund at our discretion. If tracking shows your order was delivered but you didn't receive it, you'll need to provide a non-delivery certification from the carrier or postal service.

Order Cancellation You can cancel your order for a full refund before it's processed or shipped. Please note that certain custom or made-to-order items cannot be canceled once payment is confirmed.

Refund Timeframe

Refund and replacement requests must be submitted within 90 days of your original payment. Orders older than 90 days are not eligible for refunds or replacements.

Once your claim is validated, refunds are typically processed within 5–10 business days to your original payment method.

How to Request a Refund or Replacement

Contact us with your order number and clear evidence of the issue (photos or videos as described above). We'll review your request and respond promptly with next steps.

Items You Can Keep

In most cases, you won't need to return defective items. Once your refund or replacement is approved, you may keep the original product.

Important Notes

Refunds and replacements are issued only when we or our fulfillment partners are responsible for the issue. All claims require supporting evidence to validate. We reserve the right to review requests on a case-by-case basis.

Questions?

If you have any questions about this policy or need assistance with an order, please contact us at [your contact email].