Top Floor Gallery has a no refund no return policy. All sales are final. (e.g. an item cannot be returned if it doesn’t fit, change of mind etc.)
The exception to this policy is if the item received is significantly different than described. In such cases, a partial refund may be provided depending on the nature and severity of the unspecified flaw. the purchase may be eligible for a return or exchange.
The return process and criteria for the policy exception is as follows:
1. Contact Top Floor Gallery via email (firstname.lastname@example.org) within 72 hours of receiving the order, with details regarding the flaw(s) including photos.
2. The item(s) must have not been used/worn/washed/tampered before detection of the unspecified flaw. We strongly recommend checking the item upon its arrival.
3. A response will be sent within 48 hours in order to come to a resolution.
We understand that situations like these can be frustrating – we are committed to supporting and assisting our customers through the entire process.
Unfortunately, we cannot hold responsibility for any packages lost in transit. Although it is a rare occurrence, it is a matter that needs to be discussed directly with the courier handling the package; that is, Australia Post in the case of domestic orders, or your home country’s courier service for international orders. However, we will most definitely help you come to a resolution with the courier service if this does occur. At the end of the day, customer service lies at the heart of Top Floor Gallery.
Lastly, please keep in mind that most items offered on Top Floor Gallery are in second hand condition. We have make every effort to display as accurately as possible the colour and condition of each item.However, we ask everyone to kindly allow for human error - very minor flaws such as pinholes and faint marks/scuffs may be missed by our product photographers occasionally, despite their attention to detail. If you would like more information on how each item is stored, looked after, photographed, packaged and shipped, check out our About page!
By clicking ‘pay now’ and checking out on topfloorgallery.com, you agree to our shipping & returns policy stated above.
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