Refunds & Returns Policy

At Top Choice, customer satisfaction is important to us. This Refunds & Returns Policy explains your rights and the conditions applicable to returns, exchanges, refunds, and withdrawals for purchases made through our website.

This policy does not affect your statutory rights under applicable Maltese and European Union consumer protection laws.

1. Right of Withdrawal (Online Orders)

In accordance with applicable EU consumer legislation, customers purchasing products online have the right to withdraw from their purchase within fourteen (14) calendar days without providing any reason.

The withdrawal period expires 14 days from the day the customer, or a third party indicated by the customer (other than the carrier), receives physical possession of the goods.

To exercise the right of withdrawal, customers must notify us in writing before the withdrawal period expires by emailing web@topchoice.com.mt with:

• Order number
• Customer name
• Product(s) to be returned
• Clear statement requesting withdrawal

2. Conditions for Returns

Returned items must:

• be returned in good condition;
• include all accessories, manuals, packaging, and included components where reasonably possible;
• not show signs of misuse, negligence, accidental damage, or handling beyond what is necessary to inspect the goods.

Customers may be responsible for any diminished value resulting from excessive handling or use of the product.

3. Non-Returnable Items

The right of withdrawal may not apply to:

• products made to customer specifications or personalised items;
• sealed hygiene or personal care products once unsealed;
• products damaged after delivery due to misuse or improper installation;
• services already fully performed with the customer’s consent.

4. Return Collection & Transport Charges

Customers are responsible for the direct cost of returning goods unless the product is defective, damaged, incorrect, or materially not as described.

For large appliances requiring specialised transport, lifting, dismantling, or collection services, additional collection or handling charges may apply depending on the product, accessibility, and location. Any applicable collection charges will be communicated in advance.

If the return is due to an incorrect, defective, damaged, or misdescribed product supplied by Top Choice, return or replacement collection costs will be covered by us.

5. How to Request a Return or Withdrawal

To request a return, exchange, or exercise your right of withdrawal, please complete the return request form available at:

Customers should provide:

• Order number
• Contact details
• Product(s) concerned
• Reason for return or withdrawal (optional)

Once the request is submitted, our team will review the request and provide further instructions regarding return, collection, replacement, or refund where applicable.

Submission of a return or withdrawal request does not automatically guarantee approval and may be subject to inspection of the returned goods and compliance with this policy.

Customers will receive confirmation once the request has been received and processed.

6. Refunds

Approved refunds will be processed using the original payment method used for the purchase unless otherwise agreed.

Refunds are generally processed within 14 days from:

• receipt of the returned goods; or
• receipt of proof that the goods have been returned.

Delivery charges relating to standard delivery services may be refunded where required by law. Additional delivery surcharges for specialised services may be non-refundable unless the return results from an error on our part.

7. Exchanges & Incorrect Products

If you receive:

• a defective item;
• a damaged item;
• an incorrect item; or
• a product materially different from its description,

please contact us as soon as possible at web@topchoice.com.mt.

Where applicable, we will arrange repair, replacement, exchange, or refund in accordance with applicable consumer protection laws.

8. Manufacturer Warranty

Many products sold by Top Choice include a manufacturer’s warranty.

Warranty coverage, duration, and conditions vary by manufacturer and product type. Warranty claims may require inspection, repair assessment, or manufacturer authorisation.

This policy does not limit any legal guarantees provided under applicable consumer protection legislation.

9. Contact Information

For assistance regarding returns, refunds, exchanges, or warranty claims:

Top Choice
📧 Email: web@topchoice.com.mt
📞 Telephone: 23342510