RETURN & EXCHANGE
POLICY

Exchange or return times

• You can return or exchange an item within 14 calendar days after purchasing your product: after the 14 day period, Top Dot won't accept exchanges or returns. 
• If your product is damaged, defective or has imperfections, you must report such defect, damage or imperfection within 24 hours (after delivery): otherwise, you will not be able to make the return.

Types of returns

Refunds and gift certificates:

• 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 to be processed. 

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.

Ways to return a product

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.25.00 in Guatemala city and Q.30.00 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.

Pick up and delivery times

Pick up times:

• For the capital and surrounding municipalities, pick-ups will be scheduled within 24 to 48 hours. For other departments, pick-ups will occur within 48-72 hours. Once your request is submitted, prepare your product for collection.
• Requests submitted after 11;00 am on Friday or over the weekend will be processed on the next business day.

Delivery times:

The response time varies depending on the type of product exchange.

• Issuance of a gift certificate takes 24 to 48 hours after the request has been approved.
• If it's a product exchange, the new product will be shipped within 24 to 72 hours after the request has been approved. In case of unavailability, a gift certificate for the corresponding value will be provided.

Process to return a product

 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.

1. Find the product you want to return and click on "Return or Replace Product".
2. Select the reason and type of return.
3. Attach photos and comments (optional, but recommended).
4. 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.
5. 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.
6. TOP DOT will contact you via email and/or WhatsApp to coordinate pickup or provide authorization to deliver directly to our warehouse.
7. 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.
8. Save the delivery support provided by Top Dot upon product delivery, as it will be necessary for any claims during the process.
9. 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).
10. If applicable, you will receive a payment confirmation email or message for product exchange or issuance of a gift certificate.
11. 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.

Policies and recommendations

• Returned products must be new, and in their original box, bag or packaging, with labels and tags intact.
• The product must not show signs of use, dirt or wear, be damaged or deteriorated.
• Exchanges will only be accepted if the product is damaged or a wrong product was delivered. 
• Personal use items such as underwear, swimwear, shapewear, hosiery, hair accessories; beauty and personal care products such as perfumes, creams (including hair products), cosmetics, earrings, and jewelry cannot be returned. Products on sale, clearance, or used cannot be returned.
• To complete the return, you must always provide the digital purchase invoice number and the digital return guide number.
• Partial returns will be refunded for the returned item value, excluding shipping fees. Full order returns include the refunded amount, including applicable shipping costs paid by the customer.