Lost or Damaged Orders

What if my goods arrived damaged?

In the unfortunate circumstance that your delivered goods arrive damaged, you MUST notify us within 24 hours to raise a claim. A claim will not be accepted if lodged after 24 hours.

Email info@topmaq.co.nz or start a live chat. You MUST include your order information and pictures of your damage.

Once we make an assessment and a claim is accepted, we will arrange a collection of the damaged goods. Once collected, we can issue a replacement to be sent.

Remember: If there is significant damage to the outer packaging and you are at all concerned, you have the right to reject the order at the time of delivery.

Superficial damage to items

We understand that during the process of handling, and transporting your items, there is a possibility of minor dings and dents occurring. We want to assure you that superficial damage does not impact the performance of the appliance in any way. However, please note that due to this reason, TopmaQ is unable to consider claims for replacement products. We apologize for any inconvenience this may cause and appreciate your understanding.

If you receive an item with superficial damage, to make it easier for customers to be compensated and to avoid a lengthy claim and return process, TopmaQ will compensate you with a voucher to the value of 5% of the value of the item and up to a maximum of $50.00.

To claim superficial damage compensation, please take a clear photo of the damaged item and packaging and send it to us via email at info@topmaq.co.nz including your order information.

Please note that we are unable to offer a refund if this damage is: Minor; Not visible from the front of the appliance/item; Not affecting item performance or use.

I think my order might be lost, what can I do?

If you think that your order might be lost, and it has been longer than 10 working days since you placed your order, reach out to our customer service team via email at info@topmaq.co.nz or our Live Chat.

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