Refund policy

Thank you for shopping at Shoptopus!

We hope you love your products, but if something isn't quite what you expected we're here to make it right!

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to provide us with your order number.

To start a return you can contact us at shoptopus@octoenergy.com. If your return is accepted we'll email a return label for you to print and attach to the package and post back to us. 
Items sent back to us without first requesting a return will not be accepted. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, we'll take a peek and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Please bear in mind that all clothing items including the totes, hoodies & t-shirts are bespoke products made to order. We've done this to cut back on waste and to make the products more sustainable - so double-check the sizes against the sizing chart within the listing and size up if you're looking for a loose fit. 

Pricing

To fulfil our clothing orders we work with Teemill. If we or Teemill cannot accept your order, we will tell you. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified. If your order is for digital content and you have already paid for it, we will refund you promptly.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Octopus Energy reserves the right to cancel or amend the Refund Policy without prior notice. Any changes will be posted here.