Refund policy
At i-Top (accessible via www.itopplast.com), we manufacture and distribute high-performance construction chemicals, concrete additives, and technical modifiers engineered to precise commercial standards. Due to the industrial formulation requirements, shelf-life safety parameters, and strictly monitored logistical storage guidelines of our product lines, all sales executed through our online shopping store are considered final.
STRICT NON-RETURNABLE POLICY
i-Top does not accept product returns, allow cancellations, or issue financial refunds under any standard circumstances, including change of mind, ordering errors, or project adjustments—UNLESS the product consignment packaging is explicitly tampered with or severely damaged during the window of transportation.
- The Only Authorized Exception: Transit Tampering
We assume full accountability for the physical condition of our materials until they are successfully handed over to you. A replacement or refund will only be evaluated if the shipment package, container, or structural barrel seal is visibly broken, breached, opened, or heavily tampered with during transit by our designated logistical or cargo partners. - Mandatory Inspection & Claim Procedure To qualify for a resolution under our transit-tampering exception clause, commercial and retail buyers must strictly execute the following verification steps at the exact moment of delivery:
Immediate Inspection: Examine the entire physical condition, outer wrap, and safety seals of the delivery pallet or parcel before signing any shipping documentation.
Log the Defect: If any signs of tampering, leakage, or container breaches are apparent, you must explicitly describe the damage on the logistics carrier’s physical or digital Proof of Delivery (POD) / acknowledgement receipt before the delivery agent departs.
Photographic Record: Take high-resolution, clear photographs or video footage displaying the exact tampered area, shipping label, and seal integrity.
Report Within 24 Hours: File a formal claim by contacting our solutions desk via email or through the official channels on www.itopplast.com within 24 hours of delivery. Failure to report within this window voids our transit accountability.
3.Verification and Processing:
Once your claim, photographic evidence, and carrier-signed POD copy are received, our quality assurance and logistics team will review the details within 3 to 5 business days. We will contact the logistics provider to confirm transit discrepancies. If the claim is verified as genuine transport tampering:
Replacement Option: We will expedite a fresh, fully sealed replacement batch to your specified site location free of cost.
Refund Option: If a replacement is unavailable or logistically unfeasible, a refund covering the affected product value will be initiated to your original payment source or credited as a trade adjustment.
4. Unacceptable Claims
For absolute clarity, claims will be systematically rejected under the following conditions:
Products that show signs of usage, altered chemical composition, or tampering that occurred after a clean, unremarked delivery delivery log was signed.
Minor cosmetic scuffs or exterior dusty buildup on containers that does not affect the inner product seal, quantity, or technical application performance.
Claims filed after the mandatory 24-hour delivery inspection window has closed.
5. Contact & Claims Submission
To submit your digital proof of transit damage or follow up on a pending cargo verification claim, please coordinate directly with our compliance desk using the contact tools available on www.itopplast.com.