Refund policy

RETURNS AND REFUNDS POLICY

Thank you for shopping at Topazglam. We want you to be completely satisfied with your purchase. Please read our returns and refunds policy carefully.

IMPORTANT NOTICE - DROPSHIPPING MODEL
Topazglam operates as a dropshipping business. This means we work with suppliers who ship products directly to you. We do not maintain physical inventory or a warehouse. This affects our return process as described below.

DEFECTIVE OR INCORRECT PRODUCTS

If you receive a defective or incorrect product, please contact us immediately with the following:
- Your order number
- Clear photos of the product from multiple angles
- Photos of the packaging and shipping label
- Photos showing the defect or error
- Description of the issue

IMPORTANT: You must report defective or incorrect products within 48 hours of delivery.

If we approve your claim:
- We will issue a full refund within 5-10 business days
- You may keep or discard the defective/incorrect product
- No physical return is required

We reserve the right to reject claims if:
- Photos are not provided or are insufficient
- The claim is made after 48 hours of delivery
- There is evidence of misuse, damage caused by the customer, or normal wear and tear
- The product shows signs of use beyond inspection

CHANGE OF MIND - EU RIGHT OF WITHDRAWAL

In accordance with EU consumer protection laws, you have 14 days from the date of delivery to exercise your right of withdrawal for any reason.

However, due to our dropshipping model:
- You are responsible for ALL return shipping costs (international shipping to our supplier)
- Return shipping costs are typically very high (often exceeding the product value)
- We cannot provide a return address until you request a return
- The return process may take 4-8 weeks
- A 20% restocking fee will be deducted from your refund

To initiate a return for change of mind:
1. Contact us within 14 days of delivery with your order number
2. We will provide you with the return address (supplier's warehouse location)
3. You must ship the product at your own expense
4. The product must be unused, in original condition, and in original packaging
5. Once we receive confirmation from our supplier that the product was received in acceptable condition, we will process your refund minus the 20% restocking fee

IMPORTANT: Due to high international return shipping costs, we strongly recommend carefully reviewing product descriptions, sizes, and specifications before purchasing. Returns for change of mind are often not cost-effective for customers.

NON-RETURNABLE ITEMS

For hygiene and safety reasons, the following items cannot be returned:
- Items that have been opened, used, or are not in their original condition
- Items without original packaging or tags
- Personalized or custom-made items

REFUND PROCESS

Once your refund is approved (for defective products) or once we receive confirmation of the returned product (for change of mind returns), your refund will be processed within 5-10 business days and automatically applied to your original payment method.

Please note that it may take additional time for your bank or credit card company to process and post the refund.

EXCHANGES

We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item.

LATE OR MISSING REFUNDS

If you have not received your refund after the specified timeframe, please:
1. Check your bank account again
2. Contact your credit card company (processing may take time)
3. Contact your bank (processing may take time)
4. If you have done all of this and still have not received your refund, please contact us

FRAUD PREVENTION

We reserve the right to reject returns or refund requests if we suspect fraudulent activity, including but not limited to:
- Multiple claims of defective products from the same customer
- Evidence that damage occurred after delivery
- Inconsistencies between reported issues and photographic evidence
- Abuse of the return policy

CONTACT US

If you have any questions about our Returns and Refunds Policy, please contact us at info.topazglam@gmail.com