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.

Two ways to flag a problem

What you should do depends on whether your item has arrived yet.

Item hasn't arrived? Delivery is tracked automatically — you don't need to do anything while it's on its way. If it's been shipped for 10 days or more and still hasn't arrived, you can use Report an issue from your order page. This isn't a dispute — it just flags the shipment for our team to look into sooner than our usual check.

Item arrived, but something's wrong? That's when you open a dispute — see below.

Opening a dispute

Once delivery is confirmed, you have 72 hours to open a dispute. After that window closes — or if you release funds early — the transaction is final.

Valid reasons include: the item is significantly different from its description, it arrived damaged, or it's missing parts or accessories.

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

Releasing funds early ends your dispute window

You can release funds to the seller before the 72-hour window closes if you're happy with the item — but once you do, the transaction is final and a dispute is no longer possible.

How disputes are resolved

Our team reviews every dispute independently — the listing description, photos, shipping information, and any evidence either side provides. There are two possible outcomes:

Resolved for buyer

Return & refund

We send you a prepaid, insured return label. Your refund is finalized once the seller confirms receipt — see below.

Resolved for seller

Funds released

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

The return process

If your dispute is resolved in your favor, the refund isn't instant — the item needs to make its way back to the seller first.

We buy your return label

As soon as your dispute is resolved, we purchase a prepaid, insured return label for you — nothing to pay. You'll find it on your order page.

Ship the item back

Drop it off with the label provided. We're tracking it automatically, so there's nothing else to confirm on your end.

Seller confirms receipt

Once tracking shows the item reached the seller, they have 72 hours to confirm it or flag a concern with its condition. If they don't respond, it's confirmed automatically.

Refund issued

Once confirmed, your refund is processed to your original payment method — the item price and shipping, though the service fee isn't returned.

If the seller disputes the return

If the seller flags a concern about the condition of what they received, we don't automatically side with either party — a member of our team reviews the case and decides how the funds should be handled, which can include a partial resolution between both sides.

Shipping is insured

Every shipment on Topsplitters — outbound and, if it comes to it, the return leg too — is insured against loss or damage in transit. If a carrier genuinely loses or damages a package, you're covered.

Damage after your dispute window closes

If you discover damage after your 72-hour window has closed or after releasing funds early, you're outside the standard dispute process. If you can demonstrate the damage was pre-existing and not caused by your own use of the item, contact us and we'll review it case by case.