1. Return Period

You may return your laptop within 20 calendar days from the date the item was delivered to you. This 20-day window begins the day your order is confirmed as delivered by the courier — not the date of purchase or dispatch.

Returns are accepted only when one or more of the following conditions apply:

•     The product is significantly different from its description on the website — for example, a different model, incorrect specifications (RAM, storage, processor), or a different grade than listed.

•     The product has undisclosed defects that affect its functionality — meaning a hardware issue that was not mentioned in the product listing and that prevents normal use of the laptop.

•     The product was damaged during shipping — including physical damage to the chassis, screen, keyboard, or ports that occurred while the package was in transit and was not present at the time of dispatch.

We also accept returns for non-defective products (change of mind) under the following conditions:

• The return request must be made within 20 days of delivery.
• The product must be in original condition, with no physical damage or signs of misuse.
• All original packaging, accessories, and invoice must be included.
• The product must not be locked, password-protected, or altered in any way.

Returns requested for any reason other than the three conditions above will be assessed on a case-by-case basis. Please contact our support team to discuss your situation before initiating a return.

2. Conditions for Returns

To ensure a smooth return process, all returned products must meet the following conditions at the time they are received back at our facility:

•     The product may be opened or have been slightly used — we do not require the laptop to be in completely unused condition, as we understand you need to test it to identify an issue.

•     The laptop must be undamaged — any physical damage caused after delivery (cracked screen, dents, broken ports, liquid damage) that was not part of the original return reason will disqualify the return or result in a partial refund.

•     The original receipt or invoice must be provided — this is required to verify your purchase and confirm the order details. Your order confirmation email is accepted as proof of purchase.

•     The laptop must be free from any additional software installations or personal data — please back up your data and remove any accounts or personal files before returning. The device should be in the same software state as received.

•     All original accessories must be included — the charger and any other items that came with the laptop must be returned in the same box.

Laptops that do not meet these conditions may be subject to a partial refund deduction or may be returned to the customer if the return is rejected after inspection.

3. Return Process

Follow these steps to initiate and complete a return:

1.    Initiate the Return — Contact our customer service team directly within the 20-day return period. You can reach us by email at info@toplap.ae or by calling/WhatsApp at +971567612146. Do not ship the item back before receiving authorization.

2.    Provide Order Details & Reason — Share your order number (found in your confirmation email or invoice), a clear description of the issue, and photographs or a short video demonstrating the problem if applicable. The more detail you provide, the faster we can process your request.

3.    Await Return Authorization & Instructions — Our team will review your request and respond within 1–2 business days with a decision. If your return is approved, you will receive a detailed packing and shipping instructions. Do not proceed with packing or shipping until you have received this authorization.

4.    Package the Item Securely — Pack the laptop carefully using the original packaging if available, or equivalent protective materials such as bubble wrap, foam padding, and a sturdy box. Include all accessories (charger, cables, etc.) and your original receipt or a printed copy.

5.    Download & Print the Return Shipping Label — Toplap will provide a prepaid return shipping label for eligible returns. You will receive a download link via email. Print the label, attach it securely to the outside of the package, and our courier agent will collect the laptops from you. You do not need to pay for return shipping on approved returns.

6.    Inspection & Confirmation — Once we receive the returned laptop, our team will inspect it within 2–3 business days to verify it matches the return reason and meets the return conditions. You will be notified by email of the outcome.

4. Refunds

4.1 Refund Processing Time

Once your return has been received and inspected, and the return is approved, your refund will be processed within 2–3 business days. Business days are Saturday to Thursday; Fridays and UAE public holidays are excluded from this calculation.

You will receive an email confirmation once your refund has been initiated. The time it takes for the funds to appear in your account depends on your payment method:

•     Credit or Debit Card: 5–6 business days after the refund is initiated, depending on your card issuer and bank processing times.

•     Bank Transfer: 3–6 business days to reflect in your account.

•     Cash (in-store purchase): Refunded as cash or store credit at Toplap's discretion.

4.2 Refund Method

All approved refunds are processed using the original payment method used at the time of purchase. We are unable to issue refunds to a different card, account, or payment method than the one originally used.

4.3 Rejected Returns

If a return is rejected after inspection because the item does not meet the return conditions, our team will notify you within 3 business days of receiving the item. You will then have the option to arrange collection of the laptop from our facility, or we can reship it to you at your cost.

5. Non-Returnable Items

The following situations and items are not eligible for return or refund under this policy:

•     Products damaged by misuse or normal wear and tear — including physical damage such as cracked screens, broken hinges, dents, or scratches caused by the customer after delivery.

•     Products damaged by customer-installed software or modifications — including viruses, failed OS reinstallations, unauthorized hardware modifications, or any changes that alter the device from its delivered state.

•     Products returned after the 20-day return period has expired — returns requested on day 21 or later will not be accepted under this policy. Warranty claims may still apply depending on the laptop grade (see warranty section).

•     Products with missing original accessories or proof of purchase — if the charger, receipt, or other required items are not included with the return, the return may be rejected or result in a partial refund only.

6. Contact Us

To initiate a return or for any questions about this policy, reach out to our support team through any of the following channels:

•     Email: info@toplap.ae

•     Phone / WhatsApp: +971567612146

•     Website: www.toplap.ae

•     Address: Dubai, United Arab Emirates

Our customer support team is available Saturday to Thursday, 9:00 AM to 6:00 PM UAE time. We aim to respond to all inquiries within 1 business day.