Returns & Refunds Policy

Thank you for shopping with GoTopLiving. We hope you are thrilled with your purchase. However, if you are not completely satisfied for any reason, you may return it to us for a full refund, store credit, or an exchange, subject to the terms below.

1. GENERAL RETURNS & EXCHANGES

Return Window

All general returns must be requested and postmarked within 30 days of the delivery date. Items returned beyond this period may not be eligible for a refund.

Eligibility Requirements

To be eligible for a return, all items must meet the following conditions:

  • Unworn and Unused: Items must be in the exact condition you received them. We cannot accept items that have been used, washed, worn, or altered.

  • Original Packaging: Items must be returned in their original packaging with all included materials.

  • Free of Damage: Items must show no signs of wear, mishandling, or improper care by the customer.

  • All Parts Included: All original components, accessories, and documentation must be included.

2. THE RETURN PROCESS

Step 1: Contact Us

To initiate a return, please contact our customer service team by emailing Support@gotopliving.com with:

  • Your order number

  • The item(s) you wish to return

  • The reason for the return

  • Your preferred resolution (refund, store credit, or exchange)

Step 2: Receive Return Authorization

Once your return is authorized, we will email you:

  • Return authorization number

  • Return shipping address

  • Detailed return instructions

Important: Do not send items back without contacting us first. Unauthorized returns may not be accepted.

3. PHOTO VERIFICATION REQUIREMENT

Mandatory Documentation

To ensure a smooth return process and qualify for a full refund, you must provide a clear photo of all the items you are returning before shipping.

What to Document:

  • Take a clear photo of all items being returned before shipment

  • Take a photo of the items inside the package at your chosen shipping facility

  • Email these photos to Support@gotopliving.com with your return authorization number

Why We Require This:
This verification helps us confirm that all returned items are accounted for and allows us to process refunds more efficiently.

Important: Returns without photo verification may:

  • Delay the refund process

  • Result in partial refunds if items are missing

  • Be rejected if contents cannot be verified

4. RETURN SHIPPING

Return Address

Mail your return to:

GoTopLiving
2316 Parkside Dr., Denton, TX 76201, United States

Please include your return authorization number on or inside the package.

Return Shipping Costs

You are responsible for paying all return shipping charges, except in these cases:

  • The item arrived damaged or defective (we provide prepaid shipping label)

  • The return is due to our error (we provide prepaid shipping label)

Shipping Recommendations:

  • Use a trackable shipping service (USPS, UPS, FedEx, etc.)

  • Consider purchasing shipping insurance

  • Keep your tracking number for reference

Important: GoTopLiving is not liable for any lost or damaged returns. We recommend insuring your return shipment.

5. REFUNDS PROCESSING

Inspection Timeline

Once we receive your returned item, we will inspect its condition. Please allow at least 7 business days from receipt of your item to process your return or exchange.

Refund Timeline

If approved, your refund will be applied to your original payment method within 10 business days.

Important Notes:

  • It may take 1-2 additional billing cycles for the refund to reflect on your credit card statement or bank account

  • We will notify you by email once your return has been processed

  • If more than 15 business days have passed since we approved your return, contact us at Support@gotopliving.com

Total Timeline: Expect to see your refund in your account within 15-25 business days from when we receive your return.

6. SALE & PROMOTIONAL ITEMS (FINAL SALE)

What Are Final Sale Items?

Any item purchased at a discount greater than 20% off its full retail price is considered Final Sale and is not eligible for return, refund, or exchange.

This applies to:

  • Promo or discount codes

  • Automatic or cart-level promotions

  • Site-wide sales

  • Bundles and markdowns

  • Combined or stacked offers resulting in more than 20% off

Mixed Orders

If your order includes a mix of items:

  • Only items purchased at full price or with 20% or less discount may be returned

  • Final sale items cannot be returned, even if purchased in the same order

Final sale items are clearly marked at checkout. Please review your order carefully before purchasing.

7. DAMAGES AND DEFECTIVE ITEMS

At GoTopLiving, we take great pride in delivering high-quality products. However, if your item arrives damaged or defective (including final sale items), follow these steps:

Step 1: Inspect Immediately

Carefully inspect all items inside the package immediately upon delivery to check for any damage.

Step 2: Document the Damage

Take clear photos or videos of:

  • The damaged item(s)

  • The packaging and shipping materials

  • Any visible imperfections or broken parts

  • Close-ups of damage areas

Step 3: Contact Us Within 14 Days

Email to Support@gotopliving.com with:

  • Your order number

  • Description of the damage or defect

  • Clear photos or videos of the damaged item(s)

  • Photos of the packaging, if applicable

Important: Items reported after 14 days of delivery may not be eligible for a refund or replacement.

Step 4: Resolution

If the damage is confirmed to have occurred during shipping or as a result of our error:

  • We will offer a free replacement OR

  • A full refund

  • We will provide a prepaid return shipping label

Not Covered: Damage due to customer mishandling is not eligible for a return or exchange.

8. EXCHANGES FOR SIZE OR COLOR

If you need a different size or color (and the item is in perfect condition):

  1. Contact us at Support@gotopliving.com

  2. We'll provide a prepaid return shipping label

  3. Return your original item

  4. We'll ship your new size/color at no additional charge

This process typically takes 10-14 business days from when we receive your return.

9. SPECIAL ONE-TIME COURTESY REPLACEMENT

Limited Exception

In certain cases, we may choose to send you a replacement item for a damaged or defective product without requiring the original item to be returned first.

Important Terms:

  • If you are not satisfied with the replacement item, both the original AND the replacement items must be returned to qualify for a refund

  • This is a one-time exception per customer/order

  • Subsequent replacements will not be provided without a standard return

  • This exception is offered at our discretion

10. STORE CREDIT OPTION

Instead of a refund to your original payment method, you may choose to receive store credit for the full purchase amount. Store credit can be used toward future purchases on our website.

Benefits:

  • Instant credit (no waiting for bank processing)

  • Use toward any product on our store

  • Never expires

To request store credit instead of a refund, let us know when you initiate your return.

11. NON-RETURNABLE ITEMS

GoTopLiving does NOT accept returns for:

  • Items that have been worn, washed, used, or altered

  • Items returned without original packaging

  • Items damaged due to customer mishandling or improper care

  • Items marked as final sale

  • Items purchased more than 30 days ago

12. RESTOCKING FEES

Good News: GoTopLiving does NOT charge restocking fees on eligible returns. You will receive a full refund of the product purchase price (minus original shipping, unless the return is due to our error).

13. ORIGINAL SHIPPING CHARGES

Refund Policy on Shipping:

  • Original shipping charges are non-refundable (unless the return is due to our error)

  • If you received free shipping and return your items, the shipping credit cannot be refunded

  • If we made an error or sent you a defective item, we may refund original shipping charges

14. LOST OR MISSING RETURNS

If Your Return Goes Missing:

If your return is lost in transit:

  1. Contact us at Support@gotopliving.com with your tracking number

  2. We will attempt to file a claim with the carrier

  3. Please provide proof of shipment and tracking information

Important: We cannot guarantee a refund for returns lost in transit. We strongly recommend using a trackable shipping method with insurance.

15. CONTACT US FOR RETURNS

If you have any questions regarding our return policy, please reach out to us:

GoTopLiving
Email: Support@gotopliving.com
Phone: +1 (800) 939-6186
Address: 2316 Parkside Dr, Denton, TX 76201, United States
Hours: Monday - Friday, 9:00 AM to 3:00 PM CST