Returns & Disputes

We'll sort it out.

Something went wrong with your order. Here's exactly what happens next and what to expect from us.

Opening a dispute

You have 3 days after confirming receipt to open a dispute. After that window closes, the transaction is considered final and funds are released to the seller.

To open a dispute, go to your order history, find the transaction and select "Open dispute". Describe what happened, attach photos if relevant, and submit. Our team picks it up within 24 hours.

Don't confirm receipt if something looks wrong

Once you confirm receipt, the 3-day dispute window starts. If the item hasn't arrived or looks damaged, don't confirm yet — open a dispute directly instead.

How disputes are resolved

Our team reviews every dispute independently. We look at the listing description, photos, shipping information and any communication between the parties. We may ask for additional evidence from either side. There are two possible outcomes:

Resolved for buyer

Full refund issued

You receive a full refund. The seller arranges a prepaid return label within 48 hours.

Resolved for seller

Funds released

The dispute is dismissed and held funds are released to the seller in full.

The return process

Seller sends a prepaid return label

The seller is responsible for return shipping costs and must provide a prepaid label within 48 hours of dispute resolution.

Buyer ships the item back

The item must be returned in the same condition it was received. Ship within 48 hours of receiving the label.

Refund processed

Once tracking confirms the item is on its way, your refund is processed immediately. You don't need to wait for the seller to receive it.

Damage after receipt

If you discover damage after confirming receipt, you are outside the standard dispute window. However, if you can demonstrate the damage was pre-existing and not caused by your use of the item, contact us at support@topsplitters.com and we'll review it case by case.

Lost in transit

If tracking shows the item is lost, open a dispute immediately — do not confirm receipt. We'll work with the seller to file a claim with the carrier. If the item is confirmed lost, you receive a full refund regardless of fault.