Returns & Refunds

RETURNS & REFUNDS POLICY

Overview

At TopScammer, every item is made to order — meaning your purchase is produced specifically for you at the time you place your order. This model allows us to deliver exclusive, high-quality designs without mass production, but it also means our returns and refunds process works differently from standard retail.

Please read this policy carefully before placing your order.

1. Made-to-Order: What This Means for Returns

Because each item is individually produced upon purchase, we are unable to accept returns or issue refunds for the following reasons:

  • You selected the wrong size

  • You changed your mind after placing the order

  • The item does not match your personal expectations in terms of style or fit

  • You found the same or a similar item at a lower price elsewhere

This exclusion is consistent with applicable consumer protection law in the jurisdictions where we operate, as detailed in Section 7 of this policy.

We strongly recommend consulting our Size Guide before placing your order. If you have any questions about sizing or products before purchasing, please contact us via our Contact page — we are happy to help.

2. When You Are Entitled to a Refund or Replacement

Notwithstanding the above, you are always entitled to a remedy if your order falls into one of the following categories:

a) Item arrived damaged
The product shows visible physical damage caused during production or shipping (tears, holes, broken seams, print defects, etc.).

b) Item is defective
The product has a manufacturing defect that affects its quality, wearability, or appearance in a way that a reasonable person would find unacceptable.

c) Item is incorrect
You received a product that is different from what you ordered — wrong item, wrong color, wrong design, or wrong size due to a fulfilment error on our end.

In all of the above cases, you are entitled to choose between:

  • A free replacement of the same item, shipped at no additional cost, or

  • A full refund to your original payment method

2.1 Shipping costs


In case of approved claims under Section 2 (damaged, defective or incorrect items), we cover all costs of the remedy provided:  
– replacement items are shipped at no additional cost to you, and  
– where a refund is granted, we refund the product price you paid and any original shipping charges.
In most cases, we do not require you to return the defective or incorrect item. If we do request a return for inspection, we will either provide a prepaid return label or reimburse reasonable return shipping costs once the item is received and verified.

 

3. How to Submit a Claim

To request a replacement or refund under Section 2, you must contact us within 14 days of the delivery date via our Contact page, providing the following:

  • Your order number

  • A clear description of the issue

  • Photo evidence showing the damage, defect, or incorrect item (multiple photos recommended, including the label/tag if visible)

Claims submitted after 14 days of delivery may not be accepted, except where required by applicable law (see Section 7).

Once we receive your claim, we will review it and respond within 3–5 business days. If approved, your replacement or refund will be processed promptly.

4. Refund Method and Processing Time

Approved refunds are issued to the original payment method used at checkout. Please allow:

  • 5–10 business days for the refund to appear in your account, depending on your bank or payment provider

  • Additional time may be required during peak periods or public holidays

We do not issue refunds in store credit or alternative payment methods unless explicitly agreed upon.

5. Order Cancellations

Because production begins shortly after an order is confirmed, cancellation requests are only possible within a very limited window after purchase — typically within a few hours of placing the order, before production starts.

To request a cancellation, contact us immediately via our Contact page. Once production has begun, the order can no longer be cancelled or modified.

If your cancellation request is approved before production starts, you will receive a full refund to your original payment method.

6. Exchanges

We do not offer direct exchanges. If you need a different size or product, you would need to place a new order. Exchanges are only processed in cases covered under Section 2 (damaged, defective, or incorrect items).

7. Your Statutory Rights by Country

This policy does not limit or waive any statutory rights you may have under the laws of your country of residence. Below is a summary of your legal rights in the main countries we serve.

🇪🇺 European Union 

Under EU Directive 2011/83/EU and EU Directive 2019/771, implemented across all Member States into their respective national legislation — including the French Code de la Consommation, the German Bürgerliches Gesetzbuch (BGB), the Spanish Real Decreto Legislativo 1/2007, the Italian Codice del Consumo (D.Lgs. 206/2005), and the Dutch Burgerlijk Wetboek — consumers are protected by the following rules:

  • The 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised (Article 59(c) of Directive 2011/83/EU)

  • Sellers are liable for any lack of conformity for a period of 2 years from the date of delivery. If a product is damaged, defective, or incorrect, you are entitled to repair, replacement, a price reduction, or a full refund, depending on the circumstances

🇬🇧 United Kingdom

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to goods that are made to the consumer's specifications or are clearly personalised (Regulation 28(1)(b)).

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you have the right to a full refund within 30 days of delivery, or repair or replacement thereafter, up to 6 years from the date of purchase.

🇺🇸 United States

There is no federal law in the United States requiring online retailers to accept returns or issue refunds for change-of-mind purchases. However, under the Uniform Commercial Code (UCC) and applicable state consumer protection laws, products that are defective, damaged, or materially different from their description must be remedied by the seller through replacement or refund. Our policy under Section 2 reflects and meets these obligations.

🇨🇦 Canada

Consumer protection laws vary by province in Canada. In general, sellers are required to remedy defective or misdescribed goods. Provincial legislation such as the Ontario Consumer Protection Act 2002, the British Columbia Business Practices and Consumer Protection Act, and the Quebec Consumer Protection Act provide additional rights to consumers in those provinces. Our commitment under Section 2 applies fully to Canadian customers.

🇦🇺 Australia

Under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010, consumers have automatic guarantees that goods will be of acceptable quality, fit for purpose, and match their description. These guarantees cannot be excluded, restricted, or modified. If a product fails to meet these guarantees, you are entitled to a remedy — repair, replacement, or refund — depending on whether the failure is major or minor. Our policy under Section 2 is fully consistent with these obligations.

8. Contact

For any questions about this policy or to submit a claim, please visit our Contact page. We aim to respond to all enquiries within 1–2 business days.

9. Changes to This Policy

We reserve the right to update this Returns & Refunds Policy at any time to reflect changes in our operations or applicable law. The most current version will always be available on this page. The effective date at the top of this page indicates when the policy was last updated.