Help & Policies

Last updated: October 7, 2026

Welcome to Topcoatie. These Terms of Service apply to your use of topcoatie.com and purchases made through our online store. In these terms, "Topcoatie", "we", "us" and "our" refer to the operator of this store. Our store is hosted on Shopify, which provides the ecommerce platform used to offer our products and process orders.

By using this website or placing an order, you agree to these terms and the policies that apply to your purchase, subject to applicable law. Please read them before ordering. If you have questions, contact djyp@topcoatie.com.

1. Using our store

You must be legally able to enter into a purchase contract where you live, or use the store with the permission and supervision of a parent or legal guardian. Use the website only for lawful purposes. You must not use it to commit fraud, infringe another person's rights, introduce harmful software, interfere with its operation or access systems without authorization.

2. Account and order information

Please provide accurate, complete and current contact, billing and delivery information. You are responsible for keeping any account credentials confidential and for notifying us promptly if you suspect unauthorized use. Incorrect or incomplete information may delay an order; contact us as soon as possible if you need to correct it.

3. Products and descriptions

We aim to describe and display our products accurately. Screen settings and lighting can affect how colors appear. Please review the product's dimensions, materials, options and care information before ordering, and contact us if you need help choosing a size.

Products are subject to availability. We may update our range and correct inaccurate information, but these changes do not remove your rights in relation to an existing purchase. If an error materially affects an order, we will contact you to resolve it.

4. Prices and payment

Prices are shown in the currency indicated in the store. Applicable shipping charges and taxes are displayed at checkout before you submit your order. You authorize the payment associated with the order you place and must use a payment method you are entitled to use.

Prices and promotions may change for future orders. If a pricing error affects an order, we will notify you and give you the choice to proceed at the corrected price or cancel for a refund of any amount paid for that order.

5. Orders and cancellations

Submitting an order is a request to purchase the selected products. An automated receipt acknowledges that we have received the request. We may be unable to fulfill an order because of unavailable stock, a payment problem, incorrect information or a reasonable concern about fraud. If we cannot fulfill your order, we will notify you and refund any payment received for the unfulfilled items.

If you want to change or cancel an order, contact us promptly with your order number. Changes depend on the order's processing status. Your statutory cancellation and consumer rights remain unaffected.

6. Shipping and delivery

Available destinations, shipping options and charges are shown during checkout. Any delivery estimates provided are estimates rather than guarantees, unless expressly stated otherwise. We will communicate material delays when we become aware of them. Any additional shipping terms disclosed before purchase also apply, subject to your rights under applicable law.

7. Returns, refunds and problems with an order

Contact us if an item arrives damaged, is incorrect or does not match its description. Include your order number and a description of the problem; photographs can help us assess the issue. Any return or refund conditions displayed before purchase apply alongside your statutory rights. Nothing in these terms limits rights relating to faulty or nonconforming goods, or a right to cancel where the law provides one.

8. Safe and appropriate product use

Use products for their intended purpose and follow the instructions and care information supplied. Choose an appropriate size and fit for your pet, supervise use as needed and inspect items regularly for wear or damage. Stop using an item if it becomes damaged or causes discomfort. Protective products do not make furnishings damage-proof or remove the need to supervise pets.

Information on this website is general product information and does not replace veterinary advice. If you have questions about your pet's health, recovery or suitability for a product, consult a veterinarian.

9. Website content and intellectual property

The Topcoatie name, branding, photographs, text and other website content are owned by us or used with permission. You may view the website for personal shopping purposes. You may not reproduce, sell or use its content commercially without permission, except where allowed by law. Third-party trademarks remain the property of their respective owners.

10. Third-party services and links

The website may link to third-party websites or use services supplied by third parties, including payment and ecommerce providers. Their own terms and privacy notices may apply to your use of those services. We do not control the content of external websites, and a link does not by itself mean that we endorse it.

11. Privacy

Our Privacy Policy explains how personal information is handled when you use our store or contact us. Please read it alongside these terms.

12. Website availability and responsibility

We take reasonable care to maintain the website, but access may be interrupted by maintenance or technical issues. We cannot guarantee uninterrupted or error-free access.

To the extent permitted by applicable law, we are not responsible for losses caused by misuse of products, unauthorized use of the website or events outside our reasonable control. Nothing in these terms excludes or limits liability that cannot legally be excluded or limited, including applicable consumer guarantees and liability for fraud or personal injury caused by negligence.

13. Changes and interpretation

We may update these terms and will post the revised version with an updated date. The terms in effect when you place an order apply to that order, unless a change is required by law or agreed with you. If any provision is found unenforceable, the remaining provisions continue to apply to the extent permitted by law.

These terms are subject to applicable law and do not deprive you of mandatory consumer protections or access to remedies available where you live.

14. Contact us

For questions about these terms or an order, contact Topcoatie at djyp@topcoatie.com, call +86 134 0000 0592, or visit our Contact page.

Last updated: October 9, 2026

Your 14-day cancellation right

For eligible online purchases, you may tell us that you wish to cancel within 14 days after receiving your goods, without giving a reason. After notifying us, you have a further 14 days to send the goods back. Please contact djyp@topcoatie.com with your order number and the items you wish to return.

Condition of returned goods

Please keep items in their original condition and return them with their packaging where possible. You may inspect goods as you would in a shop. Handling or use beyond what is necessary to establish the nature, characteristics and functioning of the goods may result in a deduction reflecting the loss in value.

For pet products, actual use, pet hair, stains or other soiling may affect the value of an item. This does not create a blanket exception to your cancellation rights. A hygiene exception applies only where the law permits it, for example to genuinely sealed goods that are unsuitable for return for health or hygiene reasons once unsealed. Rights relating to faulty or incorrectly described goods are unaffected.

How to return an item

1. Contact us by email or through our Contact page and include your order number, name and the items you wish to return.
2. We will provide return instructions and the appropriate return address. Please do not send parcels to the dispatch warehouse or an address on the package without first contacting us.
3. Pack the goods securely. Keep proof of posting and tracking details.

You can notify us of cancellation with a clear statement. You may also use this optional wording: “I wish to cancel my purchase of [items], ordered on [date] and received on [date]. My order number is [number], and my name and address are [details].” Using this wording is not required.

Who pays return shipping?

• Faulty, damaged or incorrect goods: Topcoatie covers the reasonable return-shipping cost. Contact us before returning the item so we can arrange the return.
• Change-of-mind cancellation within the 14-day period: you pay the direct cost of returning the goods.

Original delivery charges

When you cancel an entire eligible order within the statutory cancellation period, we refund the original standard delivery charge you paid. If you chose a more expensive delivery service, only the cost of our least expensive standard delivery option is refundable. For a partial return, delivery charges are assessed according to applicable law and the circumstances of the order.

Refund timing and method

We aim to process refunds to the original payment method within 3–7 working days after receiving and checking the return. Refunds required by law will be made within the applicable legal deadline, normally no later than 14 days after we receive the returned goods or evidence that you sent them back, whichever is earlier. Your bank or payment provider may take additional time to display the refund. Any lawful deduction for diminished value will be explained to you.

Faulty, damaged or incorrectly described items

Contact us as soon as you discover a problem. For visible transit damage, photographs of both the packaging and item within 48 hours help us investigate, but this is not a deadline that removes your statutory rights. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement or refund. We do not require you to wait for a carrier compensation claim before receiving a remedy to which you are entitled.

Contact

For return or refund help, email djyp@topcoatie.com or visit our Contact page. This policy does not limit your statutory consumer rights.

Last updated: October 9, 2026

Where we ship

We ship to supported addresses in the United Kingdom from our warehouse in Wuxi, Jiangsu, China. We do not ship to British Overseas Territories or offshore islands, including the British Indian Ocean Territory, British Virgin Islands, Guernsey and Jersey. Contact us before ordering if you are unsure whether your address is supported.

Order processing

After successful payment, we arrange dispatch within 1–3 working days. Orders are not processed on weekends or UK public holidays.

Standard delivery

Estimated transit time is 5–10 working days after dispatch. These are estimates and do not include customs clearance or additional delays affecting remote areas. Processing time is separate from transit time. If an order is significantly delayed, please contact us for help.

Shipping charges

• Orders below £29.99: £4.99 standard delivery.
• Orders of £29.99 or more: free standard delivery.

The threshold is based on the order's merchandise subtotal after discounts, excluding shipping. Your applicable shipping charge is shown at checkout before payment.

Import duties and VAT

Import duties and import VAT arising from shipment of our products are borne by Topcoatie. Please contact us before paying any unexpected import charge so that we can help resolve it.

Tracking your parcel

Once your parcel has been dispatched, we provide a tracking number so you can follow its progress online. Please allow time for the carrier's first scan to appear.

Accurate delivery details

Please check your delivery address carefully before submitting an order. If an incorrect address you supplied causes a parcel to be returned, you may be responsible for the reasonable return-shipping cost caused by that error, subject to applicable law. Contact us promptly if an address needs correcting; changes depend on the order's dispatch status.

Delivered but not received

If tracking shows delivery but you cannot find the parcel, check with household members, neighbours and any safe place designated for delivery. Contact us within 48 hours where possible so we can investigate with the carrier. This reporting request does not limit your statutory rights or automatically transfer responsibility for a missing delivery to you.

Delayed or lost parcels

If tracking stops updating for an extended period or a parcel appears lost, contact us with your order number. We will investigate and handle the carrier claim. Carrier claims can take approximately 15–30 days, but your entitlement to a remedy does not depend on the carrier paying us or on completion of that claim.

Damage in transit

If possible, take photographs of the outer packaging and damaged product at delivery, retain the packaging and send the photographs to us within 48 hours of receipt. These help us investigate promptly. We will arrange an appropriate replacement or refund for confirmed damage, subject to your statutory rights. Missing this reporting window or being unable to supply photographs does not automatically remove those rights.

Contact

Email djyp@topcoatie.com or use our Contact page. Include your order number when asking about a shipment.