Is there Buyer Protection?

Information below this line only applies to Marketplace product orders. Marketplace products are no longer being sold, effective June 1, 2022.

The following conditions apply

• Buyer Protection covers Marketplace Product purchases only. Partner Products are subject to the partner shop's terms and conditions. Contact the third party seller's shop directly by clicking on the product in My Orders.
• We are unable to process refunds for any reason in excess of 180 days from the payment date.
• Delivered items must be returned with a valid tracking number to the return address provided in the return request confirmation email and on the invoice page under My Orders to be eligible for refund.
  • We cannot be responsible for orders that are shipped to Tophatter offices, returned with no identifying information, or returned outside of the return request process as described in the FAQ: How do I request a return?
• Late orders must be reported through the Report Late Delivery process to be eligible for refund.
• Items sold by Berry Street, subscriptions offered through Redeemable Vouchers, and consumable supplies including toilet paper, paper towels, disposable protective masks, and hand sanitizer are not eligible for return.
  • If you change your mind about one of these purchases while the order is in a Paid status, please review our FAQ: Can I request refund of a paid order? for the options available.
• Refunds processed as Tophatter Credit can be refunded to your original payment method upon request, except when:
  • the refunded order was originally paid with Tophatter Credit, or
  • any of the refund Tophatter Credit has already been applied as payment toward another order.
• "Cash refund" is defined as a refund to an original payment method that is not your Wallet, such as credit or debit card or PayPal. Cash refunds cannot be processed to a different credit or debit card, or an alternate funding source.
  • If you paid with a one-time use gift card or rechargeable prepaid card, we strongly recommend keeping the card until you are sure that you are satisfied with your purchases, as cash refunds must always be processed back to the original payment method.
  • If you paid with PayPal using either your linked bank account or PayPal balance, a cash refund will be processed to your PayPal balance. Your refund will be reflected on your PayPal account within 3 to 5 business days. If you paid with your credit or debit card through PayPal, the refunded amount will go back to your card as a credit. In these instances, it can take up to 30 days for the refund to appear on your card statement. Please contact PayPal for additional questions about your refund.
  • If you paid with Apple Pay or Google Pay, a cash refund will be processed back to the credit or debit card linked to your payment account.
  • If you paid with a credit or debit card, a cash refund will be reflected on your credit card or bank statement as a credit within 3 to 5 business days. If you have trouble locating your refund, please contact the card-issuing bank directly. For your convenience, there is a toll-free number on the back of your card.
• Invoices must be paid through the My Orders page on Tophatter using one of our accepted payment methods to qualify for Buyer Protection. Tophatter Buyer Protection does not cover transactions that take place outside of our platform.
• We're sorry but it is not possible for Tophatter to refund or reimburse the cost of foreign transaction (FX) fees or overdraft fees from your bank, additional postage due, Customs, VAT, or any other taxes or fees which were not included on your invoice and paid through the My Orders page. If you incur these costs, we recommend consulting local import laws, your post office, or your bank, for additional details.
• For the security of our shoppers, only your Shipping Address is shared with merchants, and only a seller's return address is shared with shoppers. Issues with an order should only be resolved through the options provided on the My Orders page. If a listing description or package includes a merchant's direct contact information, we strongly urge using caution, as only transactions and resolutions occurring from the My Orders page will be covered under Buyer Protection.
• As the account holder, you are responsible for any activity that takes place within your account. Please protect your login information, and if you share a computer or phone, we strongly advise signing out of the website and apps when you are finished using them, never sharing your password, and changing it regularly.
• Tophatter is unable to offer replacement or reshipment of items, including orders which are damaged or incomplete. These orders can be returned for a full refund, and if a replacement is preferred, you have the option to Search for a similar item and buy it again.
• Prior to receiving a refund, you may be required to provide evidence of the reported issue, such as photos of the item packaging and label, or damage or defects.
• We reserve the right to refuse any refund if we in good faith suspect abuse of Tophatter Buyer Protection.
• Delivery confirmation is not always available, and we realize there may be instances of non-delivery, against which shoppers are protected; however, accounts exceeding a higher-than-average threshold of refunds for reported non-delivery will be blocked from making additional purchases on the platform.
• We realize how frustrating it must be to get a great deal, only to then have to frequently request the return of items. In the normal course of business, occasional problems are expected; however, accounts exceeding a higher-than-average threshold of return refunds will be blocked from making additional purchases on the platform.