Return, Refund and Cancellation Policy

This policy covers cancelling an order, returning items, replacements and refunds. Warranty claims are separate and run for longer — see Warranty is not a return below.

The short version

Cancel free of charge until the order is packed. Full refund.
7 days from delivery to ask for a replacement.
A damaged or wrong item can be refunded or replaced — whichever you prefer.
We collect the parcel from you in every case. You never have to go to a courier office.
If the fault is ours the collection is free. If you changed your mind, ₹100 per kilogram is deducted from your refund to cover it.
Goods must come back unused and with the original tag attached.
Nothing goes back or is refunded before the goods reach us and are inspected.
Opened consumables and equipment damaged after delivery cannot be returned.

Cancelling an order

You can cancel from your account at any time before the order is packed. If you have already paid, the full amount is refunded, including the delivery charge.
Once an order has been handed to the courier it can no longer be cancelled. Send it back instead, using the process below.
An unpaid order is cancelled automatically if payment is not completed, and the stock is released.
A made-to-order or specially imported item cannot be cancelled once we have placed the order with the manufacturer. We will always tell you before that point.
We may cancel an order ourselves — if the item is unavailable, if the price was wrong, or if we cannot deliver to the address. You are refunded in full and told why.

Returns and replacements

You have 7 days from delivery to ask for a replacement. Request it from the order in your account, choose the items and tell us why. The reason you pick decides who pays the return postage, so pick the accurate one.

What can be sent back

The item must be complete, with its accessories, manuals, cables, tips and original packaging.
It must be unused, with the original tag still attached. Bench-testing an instrument to see that it works is fine; using it on a job is not.
Include the invoice or the order number with the parcel.

What cannot be sent back

Opened or used consumables — solder wire, flux, tips, nozzles, chemicals, cleaning sponges — unless they were faulty on arrival. Sealed and unopened, they can.
Items damaged after delivery through misuse, dropping, liquid, or connection to an incorrect supply voltage.
Made-to-order, custom-configured or specially imported equipment, unless it is faulty.
Items where the serial number or warranty seal has been removed or tampered with.
Software, firmware or licence keys once supplied.
Anything returned after the 7-day window without our agreement. If it is a fault, that is a warranty claim and is not time-barred in the same way.

Who pays to send it back

We arrange the collection either way. Once a return is approved a courier comes to the address the order was delivered to, and you are told the date. Nothing has to be posted and nothing has to be taken anywhere.

Free, if the fault is ours — the wrong item was sent, it arrived damaged, it was faulty on arrival, or it was not as described. You are refunded in full, delivery charge included.
₹100 per kilogram, deducted from your refund, if you changed your mind or no longer need it. That is what the collection costs us.

One thing worth knowing before you ask for a return: couriers charge for the space a parcel takes up as well as for its weight. A large, light instrument is charged as though it were heavier than it reads on a scale, and the deduction uses the same figure your delivery was charged at. The exact amount is shown to you before you confirm the return, so there is nothing to work out and no surprise on the refund.

How it works

You raise the request from your account, within the window.
We approve it, book a collection from your address, and send you the date and the tracking number.
The item comes back to us and is inspected — usually within two working days of arriving.
Only then is the replacement despatched, or the refund sent — whichever you asked for.

Nothing is refunded on the strength of a request alone. The goods have to come back and be looked at first. If an inspection finds the item has been used or damaged, we will tell you what we found and what we can offer before doing anything.

What we give you back

A replacement, not a refund. A request raised from your account asks for the same item again, and that is what the form offers — there is no refund option on it, because promising money back at the moment of asking is a promise we would sometimes have to telephone you to take away.

The replacement is despatched once the original has reached us and been inspected. If the same item is no longer available we will telephone you and agree what to do: the nearest equivalent, or a refund if that is what suits you. You are never left with neither.

Refunds still happen — on a cancelled order, on an order we could not fulfil, and by agreement in the case above. What follows is how they work when one is due.

Refunds, where one is due

A refund covers what you paid for the goods. The original delivery charge is refunded as well when the fault was ours and the whole order is coming back.
Where the fault was not ours, the original delivery charge is not refunded.
Prepaid orders are refunded to the account you paid from. We cannot send it anywhere else — that is the payment provider’s rule, not ours.
Timing: we approve the refund within 2 working days of inspecting the goods, and the money normally reaches you within 5 to 7 working days after that. Card refunds are at the mercy of your bank’s own cycle and can occasionally take longer.

Damaged or wrong on arrival

Tell us within 48 hours and send a photograph of the item, the packaging and the shipping label. It makes the courier claim possible and gets it put right faster. If the outer packaging is visibly damaged at the door, either refuse the parcel or have the delivery agent record the damage before you sign.

Refused or undelivered parcels

If a parcel is refused at the door without a reason, or comes back to us after repeated failed delivery attempts caused by an incorrect address or nobody being available, the outward and return courier charges are deducted from any refund. We will always contact you before a parcel is returned to us where we can.

Warranty is not a return

A fault that appears after the 7-day window is a warranty matter, not a return. Warranty runs for the term stated on the product page, is provided by the manufacturer, and is handled through our service desk — often faster than a return, because the repair happens here. Keep your invoice; it is the proof of purchase. See the Terms and Conditions for what warranty covers.

If you disagree with our decision

Say so, in writing, and it goes to the Grievance Officer named in our Privacy Policy and Terms. Every grievance is acknowledged within 48 hours and resolved within 15 days.

How to reach us

Telephone +91 76959 38051, Mon – Sat, 9:00 am – 7:00 pm IST. Email topkkosales@gmail.com. Or use the form on the Contact Us page.