At TOPWELL, we want our customers to receive products that are suitable for their intended use and in acceptable condition.
Please read the following policy before purchasing.
1. Return Eligibility
A product may be eligible for return or exchange if:
- The product is defective upon delivery.
- The wrong product was delivered.
- The product received is significantly different from the product ordered.
- The product has been damaged during delivery, subject to verification.
The product should generally be returned with its original packaging, accessories, documents, and proof of purchase.
2. Time Limit for Reporting an Issue
Customers should contact TOPWELL as soon as possible after receiving the product if there is any problem.
For products damaged during delivery, customers should notify us promptly and provide photographs or videos of the product and packaging where applicable.
3. Non-Returnable Situations
A return or refund may not be available where the issue results from:
- Improper installation
- Incorrect electrical connection
- Incorrect voltage
- Misuse or negligence
- Physical damage caused by the customer
- Unauthorized repair or modification
- Normal wear and tear
- Use outside the recommended operating conditions
- Damage caused by external factors
4. Pump Installation
For pumps and electrical products, proper installation is important.
Customers should follow the product instructions and use qualified personnel where necessary. Problems resulting from incorrect installation or electrical connection may not qualify for return or warranty service.
5. Exchange
Where an approved return is determined to be eligible for exchange, TOPWELL may replace the product with the same or an equivalent product, subject to availability.
6. Refund
If a refund is approved, the refund method and processing time will depend on the original payment method and the circumstances of the return.
Any applicable delivery charges or other costs will be handled according to the circumstances of the order.
7. Warranty Claims
A product covered by warranty may be handled through the applicable warranty process rather than a standard return.
Warranty claims are subject to the specific warranty terms of the product.
8. How to Request a Return
To request a return or report a product issue, please contact us with:
- Order number
- Customer name
- Contact number
- Product name/model
- Description of the issue
- Photos or videos, where applicable
- Proof of purchase
Phone: +8801718485163 or WhatsApp this number.
Email: topwellpump@gmail.com
TOPWELL will review the request and inform you about the next steps.
Last Updated: October 2026