TophatterReviews 7,894

Hi Chad,

I'm very sorry that our services haven't met your expectations. Tophatter has strict guidelines which require sellers to accurately represent their items for sale. Our product review team has reached out to a few sellers who had misleading images and are working to ensure the listings are correct moving forward.

With this said, in an auction format, it's up to each buyer to review the item description prior to bidding, taking note of all key details, to decide the item is what's intended. Bidders decide how high they are willing to bid, and can stop bidding at any time.

Additionally, with our easy return policy, a return request can be open for an item for any reason within 30 days from delivery. See full details here: http://tinyurl.com/h7xokwj. Thank you.

Regards,
Graciela

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