TophatterReviews 2,165

Hi Rocko,

Thank you for taking the time to tell us about your experience and we apologize we did not meet your expectations. Based on several factors including the location of the buyer, the location of the seller, cost of the order, history of returns requested, and the reason for the return, a return request will result in one of the following four outcomes:

1. You may receive a refund for an item, and return will not be required.
2. If you live in the United States, you may receive a free return shipping label to cover the cost of returning your item.
3. If you live outside of the United States, you may receive a store credit to offset the cost of returning your item.
4. You may return the item and assume the cost of return shipping on your own. In any case, we are happy to offer easy returns for any reason, for up to 30 days from delivery.

Tophatter will always process refunds for buyers upon receiving a valid tracking number from them indicating that the order has been returned to the seller. On our platform, refund without return or prepaid return labels are provided to U.S.-based buyers until the buyer hits a threshold for free returns. For internationally located buyers, we provide a refund without return or some store credit to offset some of the cost of returning the item at their own expense until the buyer hits the threshold.

The acceptable return threshold is continuously calculated as a percentage of the buyer's total purchases. Once this threshold has been met, the cost of returning the item to the seller with tracking will be at the buyer's expense. When this happens, it is explained in the email buyers receive when they request a return, that they are responsible for the return shipping cost, and the buyer is provided with the seller's return address to facilitate the successful return of the order.

Please see full details about Tophatter's Buyer protection and Return policy in our FAQ: http://tinyurl.com/h7xokwj, http://tinyurl.com/jeura4f.

Thank you for your understanding,
Graciela

Thanks for responding to Tophatter's experience survey, Edward and we apologize we did not meet your expectations.

I'm happy to provide more details about our return policy.

Tophatter will always process refunds for buyers upon receiving a valid tracking number from them indicating that the order has been returned to the seller. Tophatter offers Buyer Protection in the form of a 30-day Easy Return policy that will either: 1.) refund the buyer without return needed, 2.) provide the buyer with a prepaid return label, or 3.) present the buyer with the seller’s address to return the item, paying for their own return postage with valid tracking number.

On our platform, refunds or prepaid return labels are provided to U.S.-based buyers until the buyer hits a threshold for free returns. For internationally located buyers, we provide some store credit to offset the cost of returning the item at their own expense until the buyer hits the threshold.

The acceptable return threshold is continuously calculated as a percentage of the buyer's total purchases. Once this threshold has been met, the cost of returning the item to the seller with tracking will be at the buyer’s expense. When this happens, it is explained in the email buyers receive when they request a return, that they are responsible for the return shipping cost, and the buyer is provided with the seller’s return address to facilitate the successful return of the order.

Tophatter’s return policy is in-line and considered standard among the industries’ competitors. Marketplaces, as an industry, institute thresholds for the number of free returns offered, to curb abuse.

Our Buyer Protection FAQ which details our policy and process is accessible from every page and screen of our website and mobile app for the buyer's convenience.

If the item was returned with valid tracking, please contact customer support. After confirmation that the item was returned to the seller a full refund will be processed. You can quickly contact our customer support team by visiting My Orders, clicking the item, clicking Order FAQs, then clicking Contact Support and completing the form detailing the issue (http://tinyurl.com/j8eo7hu).

Thank you again for taking the time to leave a review.

Warm regards,
Graciela

Hi Jamie,

Thank you for your feedback and we truly apologize we did not meet your expectations.

The struck-out price shown is the suggested price of the item as provided by the seller. Tophatter is a Marketplace that connects buyers with sellers (https://tophatter.com/terms) and we rely on sellers to provide accurate information about every item; however, if you discover a listing has been misrepresented in any way, we offer excellent Buyer Protection. Please see this link for more details: http://tinyurl.com/jeura4f

As part of our quality assurance process, our system detects and applies strong penalties to sellers with higher than average return rate, and individual items exceeding the rate will no longer be scheduled on our platform.

With regards to your items, kindly note that on Tophatter, there is an extended ship time of 60 days allowed for all international shipments. If your item has not been delivered to your location within this time, please contact our customer support team for review: http://tinyurl.com/j8eo7hu. See full details here: http://tinyurl.com/zfc5lpn.

Please let us know if you need further assistance and we will be more than happy to help!

Regards,
Graciela

Hi Carol,

I'm very sorry to hear that items on Tophatter didn't meet expectations, and thank you for your review. I'm happy to provide more details about our return policy.

Tophatter will always process refunds for buyers upon receiving a valid tracking number from them indicating that the order has been returned to the seller. Tophatter offers Buyer Protection in the form of a 30-day Easy Return policy that will either: 1.) refund the buyer without return needed, 2.) provide the buyer with a prepaid return label, or 3.) present the buyer with the seller’s address to return the item, paying for their own return postage with valid tracking number.

On our platform, refunds or prepaid return labels are provided to U.S.-based buyers until the buyer hits a threshold for free returns. For internationally located buyers, we provide some store credit to offset the cost of returning the item at their own expense until the buyer hits the threshold.

The acceptable return threshold is continuously calculated as a percentage of the buyer's total purchases. Once this threshold has been met, the cost of returning the item to the seller with tracking will be at the buyer’s expense. When this happens, it is explained in the email buyers receive when they request a return, that they are responsible for the return shipping cost, and the buyer is provided with the seller’s return address to facilitate the successful return of the order.

Tophatter’s return policy is in-line and considered standard among the industries’ competitors. Marketplaces, as an industry, institute thresholds for the number of free returns offered, to curb abuse.

Our Buyer Protection FAQ which details our policy and process is accessible from every page and screen of our website and mobile app for the buyer's convenience.

If the item was returned with valid tracking, please contact customer support. After confirmation that the item was returned to the seller a full refund will be processed. You can quickly contact our customer support team by visiting My Orders, clicking the item, clicking Order FAQs, then clicking Contact Support and completing the form detailing the issue (http://tinyurl.com/j8eo7hu).

Thank you again for taking the time to leave a review.

Warm regards,
Felicia

Hi Karen,

Thank you for letting us know and we sincerely apologize for what happened.

Please note that this would be considered an item that is not as described. You can request to return an item within 30 days from delivery for any reason. If it is still within 30 days of receiving the item please request to return the incorrect item for a refund.

See details here: http://tinyurl.com/h7xokwj

Regards,
Graciela