Returns and Refunds

1. Order Cancellation Before Shipment

If you wish to cancel your order within 24 hours of payment, please send an email to , providing your order details such as order number, recipient's name, and any other relevant information. We will immediately stop the shipment and issue a full refund.

2. Order Cancellation After Shipment

If you wish to cancel an order that has already been shipped, we will contact the logistics company to recall the shipment. In this case, you will incur corresponding return costs. Please note that a successful recall cannot be guaranteed. Therefore, closely monitor the tracking and refuse the package if necessary. Once the package has successfully returned to our warehouse, we will process your refund within 2 to 3 business days.

Important Note: Any change or cancellation of an order depends on the stock availability and the current processing status. A change is only valid once you have received written confirmation from our customer service.

3. Package Refusal

If you refuse a package for any reason without prior approval from TheTopmark, you may be liable for reasonable shipping and handling fees. If you wish to cancel the order due to damaged or defective goods, please take appropriate photos and send them to us so that we can assist you quickly.

4. Defective or Damaged Products

Please thoroughly inspect the received goods immediately upon receipt. If missing parts, malfunctions, damages, or incorrectly delivered items are found, please notify us immediately. We recommend that you contact our customer service within 48 hours of receiving the goods.

Photograph or film the defective areas, such as damaged parts, dented casings, or damage present before unpacking. Photos of the product, packaging, and external labels will significantly speed up processing.

Please report all product issues within 30 days of receiving the goods, including the required visual materials. Claims submitted later may be difficult to resolve due to the elapsed time.

Please note: We do not cover costs for repairs performed by unauthorized technicians.

5. General Return Policy

If the delivered product does not meet your expectations or furnishing needs, you can request a return or exchange within 30 days of receiving the goods. For a smooth process, returned items must meet the following conditions:

  • The item is in like-new condition
  • It has not been assembled or put together
  • The item has not been used
  • Original packaging and all labels are present
  • All original accessories are fully included
Non-returnable items:
  • Special offer items and reduced merchandise
  • Custom-made bespoke items
  • Items purchased offline and parts not listed on the website
  • Items explicitly marked as non-returnable on the product page
  • Items from discount bundles (except for returning the entire bundle set)
  • Products already assembled or disassembled
  • Items received more than 30 days ago

The above exceptions do not apply if the goods are already defective or damaged upon delivery. In this case, please send us appropriate evidence for quick problem resolution.

Returned products must always be in like-new condition and shipped in their original packaging. If you no longer have the original packaging, we will charge a repackaging fee of $45 per item, unless statutory regulations dictate otherwise.

All returns must be made with the return label provided by TheTopmark:

  • For defective products or products deviating from the description, TheTopmark will cover the return shipping costs. Please send us image or video evidence, and we will provide you with a prepaid return label depending on the situation.
  • For regular returns due to customer request, orders already shipped before cancellation, or incorrect color, size, or type selection, the customer bears the return shipping costs, unless differing legal provisions apply.
  • TheTopmark Plus+ members are entitled to free returns without shipping costs within 30 days of receiving the goods. A valid membership at the time of order is a prerequisite. A maximum of three free returns are possible per month. Beyond that or after the 30-day period, regular shipping costs apply.

6. Return Procedure

  1. Log in to your TheTopmark account.
  2. Go to "My Orders," open the desired order, select the item to be returned, click "Return," state the reason for return, and submit the request. After approval, you can download the return label.
  3. Carefully package the goods, ensuring that all parts are fully included in the original packaging.
  4. For most items, you will receive a prepaid return label for shipment to our warehouse. If you do not have a registered account, you can request the label directly from our customer service.
  5. If you arrange the return yourself, please send us the tracking number by email to service@thetopmark.com.

Please note: For self-arranged returns, TheTopmark does not cover any incurred shipping costs.

Upon receipt and inspection of the returned goods at the warehouse, the refund will be processed within 7 business days. Any applicable return shipping costs will be deducted from this, except for returns due to product defects.

7. Lost Packages

If you have not received your shipment by the estimated delivery date, please send an email with your order number and tracking number to service@thetopmark.com. Our customer service will immediately check the current shipment status and assist you in clarifying delays or package losses.

8. Refund Procedure

For online orders, we perform a pre-authorization of your credit card to verify sufficient funds. All refunds are exclusively made via the original payment method. Depending on the issuing bank, the credit may take up to 10 business days. If the original payment method is no longer usable, we will provide you with an equivalent voucher.

9. Additional Security Services

The optional shipping and warranty services that you can book during the ordering process are provided by our third-party partner Seel and are subject to their separate terms and conditions. After 24 hours from order shipment, these additional services are no longer refundable.

These security services supplement our regular shipping and return policies and offer additional protection. For claims for damages under the booked services, please visit the corresponding application page. The services may include compensation for delivery delays, damage, or package loss, as well as other agreed-upon protective services. Please refer to your order confirmation email for individual service details.