Returns & Exchanges

Returns & Exchanges

At Top Down Trading, we specialise in clearance, discontinued, and liquidation stock supplied at highly reduced prices. All sales are conducted strictly on a business-to-business basis.

Due to the nature of liquidation and mixed stock, all Goods are sold on an “as is” basis. Items may vary in style, size, assortment, and condition. While the majority of stock is A-grade (new), a small percentage may occasionally have minor or cosmetic defects. This is inherent to the type of stock supplied and does not constitute grounds for return.

For this reason, all sales are final, and we do not accept returns or offer refunds, except in cases of a confirmed issue directly attributable to an error on our part.

 

Inspection & Pre-Purchase

Buyers are encouraged to ask any questions and, where possible, inspect the Goods before purchase to ensure suitability.

 

Reporting Issues

If you believe there is an issue with your order (such as incorrect items, missing Goods, or material faults significantly affecting the usability of the Goods), you must notify us by email within 7 days of delivery.

The Buyer acknowledges that any delivery confirmation provided by the carrier shall be treated as evidence of delivery.

If the Buyer believes the Goods have not been delivered or are missing, they must notify the Seller within 7 days of the expected delivery date.

Please include:

1. Order number
2. Invoice number
3. Clear description of the issue
4. Photographic evidence (where applicable)

 

Resolution Process

All claims will be reviewed and investigated. We aim to respond within 7 working days, though this may vary depending on the nature of the issue.

Following the investigation, we may, at our sole discretion:

• Offer a replacement (where available)
• Issue a credit note for future purchases
• Decline the claim if it does not meet our criteria

 

Refunds are not provided unless required by law or expressly agreed in writing by the Seller.

 

Returns for Approved Claims

If a return is agreed, the Buyer is responsible for returning the Goods at their own cost and in the original condition in which they were supplied.

 

Unauthorised Returns & Visits

The Seller operates on an appointment-only basis for returns or inspections.

Goods must not be returned to the Seller without prior written agreement. Any unauthorised returns or deliveries to the Seller’s premises will be refused.

The Seller accepts no responsibility for any Goods returned without prior approval and reserves the right to reject such Goods upon arrival.

The Buyer is responsible for any costs associated with unauthorised returns, including re-delivery or storage.

Access to the premises may be refused without a prior appointment.

 

Disputes, Chargebacks & Account Restrictions

The Buyer agrees to contact the Seller and allow a reasonable opportunity to resolve any issue before initiating any payment dispute, chargeback, or claim with a payment provider.

A reasonable opportunity shall be defined as at least 14 days, or longer where third-party investigations (including courier investigations) are ongoing.

The Seller reserves the right to suspend or refuse further business with any Buyer who initiates a chargeback or payment dispute without following the Seller’s claims procedure.

Where a refund, chargeback, or payment reversal is processed for any reason, the Buyer shall, upon request, return the Goods to the Seller. The Buyer shall be responsible for the cost of returning the Goods unless otherwise agreed in writing.

Failure to return the Goods following a refund or chargeback may result in the Seller taking recovery action, including legal proceedings to recover the Goods, their value, and any associated costs.

The Seller reserves all rights in respect of unpaid Goods and may pursue recovery through legal or debt collection processes where necessary.

The Seller reserves the right to share relevant transaction and communication records with payment providers or legal authorities in the event of a dispute.

 

Conduct & Communication Policy

The Seller is committed to maintaining a professional and respectful working environment for its staff and customers.

The Buyer agrees to communicate respectfully and appropriately at all times. The Seller will not tolerate abusive, threatening, aggressive, or inappropriate behaviour towards its staff, whether by phone, email, or in person.

Any such behaviour may result in:

• Immediate termination of communication
• Suspension or cancellation of orders
• Refusal of current and future business
• May be reported to the appropriate authorities where necessary

 

The Seller reserves the right to refuse access to its premises and may take further action where necessary to protect its staff and operations.

Any ongoing issues or disputes must be handled through the formal claims and communication process set out in these Terms.

 

Final Note

We aim to provide excellent value and build long-term working relationships. If you have any questions or concerns, we encourage you to contact us before purchase to ensure the Goods meet your expectations.