Return Policy

Warranty and Returns

At REDTOP, customer satisfaction is always our top priority.
Our dedicated Quality Control and Quality Assurance Teams will inspect your items prior to shipping. Our product quality is guaranteed. However, you do need to carefully and accurately check your size before buying. Please kindly refer to the size charts on the product page.

If you are not satisfied with the items you received, we can easily arrange an exchange or a refund for you. We are here to help! Please feel free to submit a ticket if you have any issue with your order! 

You can also use the self-service returns feature: https://www.redtop.com/a/returnzap

**SUBMIT A RETURN REQUEST** Click the profile icon in the store navigation, or go to the Refund Policy or Returns page, and request a return. 1. Log in to your account: 1. In the **Email** field, enter your email and click **Continue**. 2. In your email account, open the email from our store and copy the six-digit verification code contained in the email. 3. Return to the online store and enter the six-digit verification code. 2. Click on the order to submit the return. 3. If your order contains multiple items, please select the item(s) to return. 4. Select the reason for the return and add a note for the store to review. 5. Click **Request Return**. If your return request is approved and needs to be shipped, you will receive an email with shipping instructions and a return shipping label. After returning the product, you will receive a refund.

30 Day Returns Warranty

Customers can contact us within 30 days of receiving the item. If you have received a defective or damaged item, the wrong size or the wrong product, please contact us immediately.

Return & Exchange Conditions

• Items returned without authorization will not be accepted.
• Items must be returned within 30 days after you receive them.
• All items must be in the same condition that you received it, unworn or unused,
• with tags, and in its original packaging. You’ll also need the receipt or proof of
• purchase.
• When returning or exchanging items, customers must use a shipping method
• providing tracking information.

Non-returnable items:

• On sale items or gift cards are non-refundable.
• Damage/Lost caused by customers is non-refundable.

General Return Process

• Initiate a return: Please email us at help@redtop.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
• Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.

How to Reach Us

Contact us and describe the issue in detail, including the return reason, along with your order number and SKU product number. For defective, incorrect or not as described item, please send us a clear picture or video of the problem.

Our Solutions:
1. REDTOP'S Responsibility:
If our company is responsible for the issue, we will allow a return to our warehouse for a refund or an exchange.
Once we receive the item, we will refund in full the original product price and its shipping or resend for free a replacement at our expense. This solution is only when REDTOP is responsible for shipping the wrong item/ size. We do not charge restocking fees.

2.Customer's responsibility:
Ordered incorrect size
If the customer has ordered an incorrect size or product, we can also allow a return. In this case, the customer will be responsible for the shipping fee both ways (to and from our warehouse) for an exchange. If the customer chooses a refund, we will refund the original product price. All and any shipping fees are non-refundable.
Unwanted item
If the customer decides that they no longer want the item or simply want to exchange the item, they can report this to us within 30 days of receiving the product for a partial refund of the product cost. We do not charge restocking fees.

3.For customers who use free shipping and request a return or exchange, we will deduct $6.99（the Canada is $8.99） per pair of shoes for shipping costs for customers who qualify for secondary sales.

Please note ：Keep the original shipping box in a good shape in case you'd like to issue a return afterwards

Rejecting Shipments – Flat Fee

If you cancel an order after it shipped out, or refuse delivery of an order, we reserve the right to charge a flat fee of $6.99(Canada is $8.99) to partially cover our shipping costs. We cannot intercept or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less $6.99(Canada is $8.99).

Returns of New and Unused Items Outside the 30-Day Window:

If you wish to make a return outside of the 30-day window, then if the item to be returned is in new and unused condition, you may return the item subject to the return shipping charges and a restocking fee in the amount of twenty percent (20%) of the purchase price.

Satisfaction Guarantee

Your satisfaction is our priority!
If you are dissatisfied with your order, please contact us within 30 days of receiving the product to request a return. Our Customer Service team will provide you with an RMA form and our return address. All return shipping fees are at customers' own expense.

Additional notes about Warranty

All returns must first be approved by our customer service team; if approved, you can return the shoes to the address which we provide.
All returned items must be in brand new condition, unused/unworn, unwashed, come with all original tags and their original packaging.
If the customer requests a refund, we will refund the original product cost upon receiving the returned item. All shipping fees to return the item, and the original shipping fees, are non-refundable.

Compensation time-frame

For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.
After this time, the refund time-frame is as below:
Paypal account refunds: Up to 48 hours
Credit card refunds: Between 7-14 business days
Wallet refunds: Up to 24 hours.
For some debit and credit card refunds to original payment account cannot be made. In such cases, we will request customers to provide us with a PayPal account in their name to complete refunds. Thank you for your understanding.

Please contact us for further help. If you want to return or exchange your shoes, please send the email to help@redtop.com. We will contact you and give you a return address for the return or exchange.