Refund policy

RETURN & REFUND POLICY

  1. Authenticity Guarantee

TopTool is an authorized dealer of the professional diagnostic tools offered on our store. We guarantee that products purchased from TopTool are genuine, original products.

  1. EU Right of Withdrawal

If you are a consumer in the European Union, you have the right to withdraw from your purchase contract within 14 days without giving any reason.

The withdrawal period expires 14 days from the day on which you, or a third party appointed by you other than the carrier, physically receives the goods.

To exercise your right of withdrawal, you may submit a return or cancellation request through your customer account:

https://account.eu.toptoolonline.com

You may also contact us by email at support@toptoolonline.com.

  1. 30-Day Return Policy

In addition to the legal 14-day withdrawal right, TopTool offers a 30-day return period from the date your item is delivered.

Return requests can be submitted through your customer account or by contacting our support team.

  1. Order Cancellation

For orders that have not yet been fulfilled, customers may request cancellation through their customer account.

If the order has already been processed or handed over to the warehouse or carrier, cancellation may no longer be possible. In that case, the order may need to be returned after delivery according to this return policy.

  1. Return Address and Local European Returns

Returns from Germany and other EU countries are processed through our local European return hub.

Please do not send items back to the address shown on the shipping label, as this may be a fulfillment warehouse and not the correct return address.

After your return request is submitted and approved, we will provide the correct local return instructions and return address. Sending a package to the wrong address may delay processing or make it difficult for our warehouse to identify your return.

  1. Return Shipping Costs

If you return an item under the EU right of withdrawal or our 30-day return policy for personal reasons, you are responsible for the return shipping costs.

If the product is incorrect, damaged, faulty, or not working upon arrival, please contact us with photos, videos, or a description of the issue. In such cases, we will review the case and provide an appropriate solution, which may include a replacement, repair, return label, or refund.

  1. Return Condition

Returned products should be sent back in their original packaging where possible, including all accessories, cables, adapters, manuals, free gifts, and any included items.

You are responsible for any reduction in the value of the goods caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

If the returned product is missing accessories, damaged, incomplete, or shows signs of use beyond normal inspection, we may deduct a reasonable amount from the refund based on the condition of the returned item.

  1. Return Shipping and Tracking

Please use a shipping service with tracking when returning your item.

After the package has been shipped, please provide us with the tracking number by email or through your return request. This helps us identify and process your return more quickly.

  1. Refunds

Once we receive and inspect the returned item, we will notify you of the refund status.

Approved refunds will be issued to the original payment method. We normally process approved refunds within 3 business days after the returned item has been inspected.

For returns under the EU right of withdrawal, refunds will be processed in accordance with applicable EU consumer law. We may withhold the refund until we have received the returned goods or until you have provided proof that the goods have been sent back, whichever occurs first.

  1. Non-Returnable or Special Items

Certain products or services may not be eligible for return once delivered, activated, used, or redeemed, such as software update renewals, digital activation codes, online service tokens, customized orders, or special-order items.

Where applicable, this will be stated on the product page before purchase.