Tophatter Refund & Return Policy

Refunds

Tophatter promotes hassle-free refunds for shoppers, because complicated processes are unfriendly and negatively affect their overall experience. Knowing there is Buyer Protection upfront builds trust in the platform in case something goes wrong, allowing shoppers to bid higher with confidence.

To make sure that you are covered by Seller Protection, please consider these instances when refunds should be processed:

1. If a buyer has already paid and then requests a refund before an item has been scanned as accepted by the carrier, the refund request Support Ticket should be honored; you should issue a full refund to qualify for Seller Protection.

2. If a package is refused, undeliverable as addressed, or returned to the seller for any other reason, you should issue a full refund to qualify for Seller Protection.

Please also see Tophatter Shipping Policy to ensure that your items are not refunded because they could not be confirmed delivered.

Returns

Our Easy Returns policy means that customers can request a return, no questions asked, within 30 days of delivery. When a shopper requests a return for a delivered item, the outcome is based on several factors including your location and location of the buyer, cost of the order, reason for the return, and the buyer's history of refunds from return requests. The return outcome will be one of the following:

1. The buyer may be issued an instant refund, particularly if the cost to return the item plus commission is greater than the refund amount. In the case of an instant refund, Tophatter will only review appeals for consideration of reimbursement of refund cost if the refunded purchase qualifies for Tophatter Seller Protection.
2. The buyer may be issued a return label to ship their product back to you, with the return label cost billed to you. If the shipping label is not accepted by the carrier, it will void automatically on the 21st day after its creation, and the cost of the unused label will be credited back to you. If the item is returned, you will be billed for the refund amount less any seller fees incurred on the sale.
3. The buyer may be required to pay for their own return shipping to return the item to you. If the item is returned, you will be billed for the refund amount less any seller fees incurred on the sale.

To make sure that you are covered by Seller Protection, please consider that seller accounts must follow all policies, and products must meet our guidelines and maintain a low rate of poor feedback. Sellers may be billed for return shipping or a refund may be issued on behalf of the customer without requiring return of the item, and Incident Fees may also be charged when seller accounts don't follow a policy or products do not meet guidelines and maintain an average feedback rating or higher.

• Scheduling fees are not reimbursed when an item is refunded.
• Restocking fees are not permitted on Tophatter.
• Seller-initiated partial refunds do not qualify for Seller Protection.