RETURNS & REFUNDS

You can return or exchange an item within 14 calendar days after purchasing your product: otherwise, we cannot accept changes or returns. 

If your product is damaged, defective or has imperfections, you have 24 hours (after delivery) to report it: otherwise you will not be able to return it.

• Returned orders will be refunded with a gift certificate, which can be used on our platform at any time.
• Defective, damaged or incorrect products can be only exchanged for the same item. If the same item is unavailable, we will refund the total amount paid, including the shipping cost. This refund can also be issued as a gift certificate.
• Please consider that if you paid in cash or via bank transfer, the refund will take up to 5 business days to process.If you paid with a credit or debit card, the refund time may vary depending on your card issuer’s processing times. Refunds will only be made to the account or credit/debit card used for the original payment.
• For partial refunds, only the value of the returned item will be refunded. If you return the entire order, the value of the returned items and the shipping cost (if applicable) will be refunded.
• Refunds may take 24 to 72 hours. 

Via Gift Card:

• Returned orders will be refunded with a gift certificate, which can be used on our platform at any time.
• Defective, damaged or incorrect products can be only exchanged for the same item. If the same item is unavailable, we will refund the total amount paid, including the shipping cost. This refund can also be issued as a gift certificate.
• For partial refunds, only the value of the returned item will be refunded. If you return the entire order, the value of the returned items and the shipping cost (if applicable) will be refunded.
• Refunds may take 24 to 72 hours. 

Product Exchange:

• You can exchange or return a product and receive the full amount of the purchase (excluding shipping cost) in a gift card that you can use at Top Dot. Gift cards only apply to the amount of the item's value and do not include shipping costs. 
• If the return is due to a defective or wrong product and Top Dot doesn't have a replacement, you will receive a refund for the total value of the product, including the shipping cost or you can also request Top Dot to issue a gift card in your favor. 
• For partial returns, only the amount corresponding to the returned product will be refunded.
• Changes are subject to inventory availability at the time of the request and may take 24 to 72 hours.

We can pick it up for you: 

• Top Dot or an allied courier company will pick up the product at the address provided. 
• The product must be NEW, in perfect condition, with its original labels, tags and packaging. 
• Make sure to show the return request slip when delivering the product. 
• Pick-up delivery service has an additional cost and must be paid by the customer (Q. 25 in Guatemala city and Q. 30 in municipalities).
• Pick-up delivery service for departments applies exclusively to defective or wrong products.
• Estimated collection time is 24 to 48 hours in Guatemala city and municipalities, and 72 hours in departments. 

Return to Top Dot Warehouse:

• With this option, you can bring your packaged product to our warehouse (printed or digital return request slip must be shown).
• The product/s must be in the original packaging and in perfect condition, with its original labels, tags and packaging.

In both cases, remember to request a delivery receipt either at the warehouse or from the courier, as it will serve as proof of delivery for any claims.

• Log in to your account and navigate to "My Profile."Click on "Return Requests" to manage your returns. Alternatively, you can go to "My Orders" to initiate a return request.
• Find the product you want to return and click on "Return or Replace Product".
• Select the reason and type of return.
• Attach photos and comments (optional, but recommended).
• Select the return method. Choose whether you prefer TOP DOT to pick up your product (with an additional cost) or if you will deliver it directly to our warehouse.
• Submit your request, which will be forwarded to our return & exchange email for evaluation. Afterwards, you will receive an email informing you about the status of your request.
• TOP DOT will contact you via email and/or WhatsApp to coordinate pickup or provide authorization to deliver directly to our warehouse.
• The return guide must be presented in physical or digital form. None of our messengers or partner companies are authorized to receive the product if you don't have a guide confirmed by Top-Dot.
• Save the delivery support provided by Top Dot upon product delivery, as it will be necessary for any claims during the process.
• TOP DOT will inspect the returned product and notify you later via email and/or WhatsApp regarding the return status. and the payment link (if applicable).
• If applicable, you will receive a payment confirmation email or message for product exchange or issuance of a gift certificate.
• If your request is not approved based on exchange criteria, you must collect your product from our warehouse.

You can manage your exchange and return process through your user account on Top-Dot.com.

If you return a gift gift, Top Dot will give you with an exchange coupon for the value of the gift, excluding shipping costs. To return a gift, you must to create a Top Dot account, if you don't already have one. You need to return the product you want to exchange at Top Dot’s warehouse.

If your item does not qualify for a return, it may be for the following reasons: your item is excluded from our Return Policy due to hygiene standards or requirements: or your order was part of a final offer when you purchased it. If you believe your product has an imperfection, please let us know and contact our Customer Service team to help you with the next steps.

If your order is already placed, and you need to return an item, you can do it in the returns area of the website. If you need to cancel or modify your order, and it has not been shipped, please contact Top Dot customer service urgently so we can assist you with the process, when applicable.

Returns & Exchanges