Last Updated: September 5, 2023
At Topwave, we want to ensure your satisfaction with every purchase you make on our platform. If you are not completely satisfied with your order, we have a straightforward Refund and Returns Policy in place to make the process as easy as possible.
Please take a moment to review this policy to understand your rights and responsibilities regarding refunds and returns on Topwave.
1. Refund Eligibility
We offer refunds or exchanges for products that meet the following conditions:
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Damaged or Defective Items: If you receive a damaged or defective product, please contact us within 5 days of receiving your order. We will arrange for a replacement or issue a refund.
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Incorrect Items: If you receive an incorrect item, please notify us within 5 days of delivery. We will either send you the correct item or issue a refund.
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Change of Mind: We understand that sometimes you may change your mind about a purchase. In such cases, you can return the item in its original condition within 1 day of delivery for a refund, but please note that return shipping costs will be your responsibility.
2. Return Process
To initiate a return, follow these steps:
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Contact Customer Support: Reach out to our customer support team via contact@topwave.co.ke with your order details, including the reason for the return.
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Wait for Authorization: Our team will review your request and provide you with instructions on how to return the item, including the return address.
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Pack the Item: Ensure the product is in its original packaging and includes all accessories and documentation.
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Ship the Item: Ship the item to the provided address. Please use a trackable shipping method and retain proof of shipment.
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Inspection and Refund: Once we receive the returned item and inspect it, we will process your refund. This process may take 5 business days.
3. Refund Details
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Payment Method: Refunds will be issued to the original payment method used for the purchase.
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Return Shipping: If you are returning an item due to a change of mind, you will be responsible for return shipping costs.
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Restocking Fee: In some cases, a restocking fee may apply, which will be deducted from your refund. This fee will be communicated to you when you initiate the return.
4. Contact Us
If you have any questions or need assistance with the refund and returns process, please contact our customer support team at contact@topwave.co.ke
5. Policy Updates
We reserve the right to update this Refund and Returns Policy as needed. Any changes will be posted on this page, and the “Last Updated” date will be revised accordingly.
Thank you for shopping with Topwave. We appreciate your trust in our platform, and we are dedicated to providing you with a hassle-free shopping experience.
This Refund and Returns Policy is effective as of the date mentioned above and supersedes any previous versions.
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