Refund policy

Return & Refund Policy

Thank you for shopping with Poptop. Because our products are shipped directly from our manufacturing facilities to keep prices low, we enforce a strict return and refund policy. By making a purchase on our website, you agree to these terms.

1. Final Sale & Return Window

  • We offer a strict 14-day return window from the date your item is marked as "Delivered" by the courier.

  • All promotional items, sale items, and purchases made using a discount code are Final Sale and are not eligible for returns, refunds, or exchanges.

2. Condition Required for Return Eligibility

To qualify for a return, your item must meet the following strict criteria:

  • The product must be completely unused, unwashed, and in the exact condition you received it.

  • It must be in its original, unopened packaging (including all plastic wrapping, boxes, and instructional inserts).

  • Any item that shows signs of use, has been taken out of its primary casing, or is missing its original packaging will be immediately rejected and no refund will be issued.

3. Return Shipping Costs & Fees

  • Customer Responsibility: Poptop does not provide prepaid return shipping labels. The customer is entirely responsible for all return shipping costs.

  • Tracking Required: All returns must be shipped using a trackable shipping service. If we do not receive the package and you do not have a tracking number showing delivery to our designated facility, no refund will be issued.

  • Restocking Fee: All approved returns are subject to a 20% restocking fee, which will be automatically deducted from your final refund amount to cover processing and warehouse handling. Original shipping fees are strictly non-refundable.

4. Damaged, Defective, or Wrong Items

If your product arrives damaged or defective due to a manufacturing error, we will make it right. However, you must provide proof before any action is taken:

  1. You must email our support team within 48 hours of delivery.

  2. You must include your order number, a clear description of the issue, and high-quality photos or video evidence showing the damage or defect.

  3. If approved, we will issue a replacement item at no cost to you. Damage to the outer cardboard packaging sustained during transit does not constitute a defective product if the underlying item is fully functional.

5. How to Initiate a Return

Do not send your purchase back to the address on the shipping label. Packages sent to our fulfillment centers without a prior return authorization will be discarded, and no refund will be given. To start a return, email us at twbusinesssupport@gmail.com. If your return is eligible, we will send you the specific return facility address.