Refund policy

At Topale's, we are committed to providing quality products and a reliable shopping experience. If you receive a damaged, defective, incorrect, or incomplete order, we are here to help.

Please read our Return & Refund Policy carefully before placing an order on our website.

1. Return Eligibility

We accept return requests within 7 days of delivery for eligible products.

You may contact us if:

You receive a damaged or leaking product.
You receive an incorrect product.
Your order arrives with missing items.
The product is defective or does not meet applicable quality requirements.
You receive an expired product or a product with an expiry date that does not meet applicable requirements.

Due to the nature of our products, including edible oils, food items, and other consumable products, opened or used products are generally not eligible for return, except where the product is defective or another remedy is required by applicable law.

2. How to Request a Return

Please contact our customer support team within 7 days of delivery to report a return or refund issue.

To help us resolve the issue quickly, please provide:

Your order number.
Clear photographs or a video showing the product and its packaging.
A brief description of the issue.
Your registered phone number or email address.

Please retain the product and its original packaging until your request has been reviewed.

3. Refund Policy

Once your return or refund request has been reviewed and approved, we may offer a replacement or refund, depending on the nature of the issue and applicable law.

Refunds may be considered in the following circumstances:

You receive a damaged, defective, or incorrect product.
Your order contains missing items.
The ordered product is unavailable after payment has been received.
Topales cancels your order after payment.
A refund is otherwise required under applicable law.

Approved refunds will generally be initiated within 7–10 business days after approval. The time taken for the amount to appear in your account may depend on your bank, payment provider, or original payment method.

Where possible, refunds will be processed using the original payment method.

4. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible with your order number.

Orders may be cancelled before dispatch, subject to order-processing status. Once an order has been dispatched, cancellation may not be possible.

If Topales cancels an order or cannot fulfil it after payment has been received, any applicable refund will be processed in accordance with this policy and applicable law.

5. Non-Returnable Products

For hygiene, food safety, and product-quality reasons, the following products are generally not eligible for return:

Products that have been opened, used, or consumed, except where defective or otherwise eligible for a remedy under applicable law.
Products damaged after delivery due to improper handling or storage by the customer.
Products returned without prior approval, where approval is required.
Products returned without their original packaging, where the packaging is reasonably necessary to assess the claim.

These exclusions do not affect your rights regarding damaged, defective, incorrect, unsafe, or otherwise legally eligible products.

6. Replacement Policy

Where appropriate and subject to product availability, Topales may arrange a replacement for an approved claim involving a damaged, defective, incorrect, or incomplete order.

If a replacement is unavailable or unsuitable, we may offer a refund or another appropriate resolution.

Our customer support team will communicate any return shipping or collection arrangements for an approved claim.

7. Refund Processing Time

Once approved, refunds are generally initiated within 7–10 business days.

The actual crediting time may vary depending on your bank, card issuer, UPI provider, or payment gateway. If the refund has not appeared after the expected processing period, please contact us with your order details.

8. Contact Us

For questions about returns, refunds, cancellations, or damaged orders, please contact us using the details below. Please include your order number so we can assist you efficiently.

Topales Customer Support