Refund policy

🔄 Returns & Refunds Policy

Top G Watches – Family-Owned & Operated

Thank you for supporting our Australian family-owned watch business. We want you to shop with confidence, knowing your purchase is protected under our fair, transparent and Australian Consumer Law compliant returns process.

📅 30-Day Money-Back Guarantee (Quality & Functional Assurance)

We offer a 30-day money-back guarantee for eligible items where the product is received faulty, damaged, incorrect, not as described, or where there is a genuine functional issue that cannot be resolved through reasonable troubleshooting.

This guarantee is not a “try before you buy”, “free trial”, or “trial and return” program. It does not automatically apply to simple change-of-mind purchases, personal preference, setup frustration, incorrect assumptions about intended use, or suitability issues where the product is found to be working as intended.

Please Note: For smartwatches and GPS-enabled devices, return eligibility may be limited once the product has been opened or configured, unless a verified major fault is present. As it can no longer be resold as brand new.

To qualify, the item must be:

  • Returned within 30 days of purchase
  • In the same condition as received
  • In original, resaleable condition
  • In original packaging with all tags, protective films, tools and accessories
  • Free from damage, scratches, resizing, strap adjustment marks, SIM-tray damage, wear, or signs of use beyond basic inspection
  • Returned with proof of purchase

All returns must be approved prior to sending. Items returned without authorisation may be rejected.

We reserve the right to reject returns or warranty requests where return procedures are not followed, required information is not provided, troubleshooting has not been completed where requested, or the item is returned in a non-saleable condition.

📩 How to Start a Return

Email us at:

sales@topgwatches.com.au

Please include:

  • Your order number
  • The email used at checkout
  • The specific reason for return (please be as detailed as possible)
  • Clear photos or video (if relevant)

Once approved, we will provide return instructions and the correct return address.

🧾 Change of Mind (Discretionary)

We are not required to provide a refund for change of mind (including choosing the wrong model/colour, personal preference, gifting issues, no longer wanting the item, or deciding the item does not suit intended use where no fault is present).

If a change-of-mind return is approved at our discretion, the item must be brand-new, unused and in fully resaleable condition with all packaging and accessories intact.

Please note: Approved change-of-mind returns may be subject to restocking, testing, handling, return-to-supplier, return-to-factory, administration, or non-recoverable processing deductions where applicable and to the extent permitted under Australian Consumer Law.

All return shipping costs are the responsibility of the customer, unless a verified major fault or incorrect item is confirmed under Australian Consumer Law, or unless we confirm otherwise in writing.

⌚ Smart Watches, GPS Watches & SIM-Based Devices

Smartwatches, GPS watches, and SIM-based devices are treated differently to standard analogue or quartz watches due to their electronic setup, pairing, activation, charging, network registration, and software-based features.

These products are not sold as “try before you buy” items. Once a smartwatch has been opened, powered on, charged, paired, configured, fitted with a SIM card, or otherwise used beyond basic visual inspection, it may no longer qualify for return unless a genuine fault is confirmed.

Where setup, network, app pairing, or connectivity issues are reported, customers may be asked to complete reasonable troubleshooting steps before any return, replacement, store credit, or refund is considered.

If a returned smartwatch or GPS device is tested and found to be working as intended, any approved return may be treated as a change-of-mind / suitability return and may be subject to deductions where permitted by law.

⚠️ SIM / Network Compatibility (GPS & Smart Watches)

Our GPS and smart watches are designed to work with major Australian mobile networks when using a suitable 4G nano SIM with data + calls enabled.

We cannot guarantee compatibility with reseller/MVNO providers (for example ALDI Mobile, Catch Mobile, and similar prepaid/reseller services) due to network provisioning, device restrictions, service activation delays, or configuration differences outside our control.

Customers are responsible for ensuring the SIM is active, compatible, free from PIN lock, and allowed adequate time to register on the network.

Connectivity, activation, setup, app pairing, or SIM/network compatibility issues are not automatically considered a product fault and do not automatically qualify as a warranty claim or full refund where the device is found to be working correctly after inspection/testing.

⚖️ Australian Consumer Law (ACL)

Under the Australian Consumer Law, customers are entitled to a remedy if a product has a major problem.

A store is not required to provide a refund for:

  • Change of mind
  • Choosing the wrong model or colour
  • Personal preference
  • Products that are not suitable for a customer’s intended use where no fault is present

A major problem includes:

  • A defect that would have prevented purchase
  • The product being unsafe
  • The item being significantly different from its description
  • The item not performing as advertised

We fully comply with ACL and resolve legitimate issues fairly and professionally.

🛡 Brand-Specific & Movement Notes

G-Shock:
As an authorised Australian retailer, G-Shock watches are covered by the official manufacturer warranty. Warranty matters may be handled via authorised service centres or through Top G Watches.

Bonest Gatti (Mechanical Watches):
Mechanical watches may vary within accepted timekeeping tolerances. Minor daily variation does not constitute a fault. Warranty claims are subject to manufacturer assessment, and repairs or parts replacement may be offered prior to full replacement.

Tsar Bomba & Other Automatic Mechanical Watches:
Automatic mechanical watches operate using a mechanical movement and are not battery-powered quartz devices. As such, timekeeping accuracy may vary within accepted industry tolerances (typically approximately +/-10–30 seconds per day depending on model and regulation). Minor daily variation does not constitute a manufacturing fault.

Factors such as wrist movement, resting position, magnetism, temperature changes, and frequency of wear can influence timekeeping performance. Automatic watches require regular wear or manual winding to maintain optimal accuracy and power reserve.

Warranty claims relating to timekeeping performance are subject to manufacturer assessment. Where applicable, regulation, servicing, repair, or parts replacement may be offered prior to full replacement or refund.

Normal characteristics of mechanical watches — including audible rotor movement, slight hand alignment variance, power reserve fluctuation, or minor cosmetic variances within factory tolerance — are not considered defects under warranty.

For full details regarding manufacturer warranties, coverage periods, brand-specific terms, and how to lodge a warranty claim, please visit our dedicated warranty page:
👉 View Our Warranty Policy

🛠 Damaged, Defective or Incorrect Items

Please inspect your order upon delivery and contact us as soon as possible if:

  • Your item arrives damaged
  • The item is defective or malfunctioning
  • You received the incorrect product

We may request photographic or video evidence and/or troubleshooting steps prior to approving a return, replacement, repair, or refund.

🚚 Delivery Issues

If tracking confirms delivery, responsibility transfers in accordance with courier policies. However, we will assist customers in lodging investigations with the relevant courier where necessary.

Please ensure your delivery address is accurate at checkout. We are not responsible for orders delivered to incorrectly provided addresses.

🌍 International Orders & Customs

International customers are responsible for any import duties or taxes unless explicitly stated as tax-inclusive at checkout.

Customs fees are non-refundable once assessed by local authorities.

🎁 Non-Returnable Items

  • Gift cards
  • Items showing wear, resizing, SIM use, charging, pairing, activation, app setup, or use beyond basic inspection
  • Items missing packaging or accessories
  • Items damaged after delivery

📦 Return Shipping Costs

Return shipping costs are the customer's responsibility in all standard return situations, including change of mind, suitability issues, discretionary returns, and warranty/assessment returns, unless:

  • The product has a verified major defect under ACL
  • An incorrect item was supplied
  • We otherwise confirm in writing that we will cover return shipping

Refunds cover the product cost only. Original shipping charges are non-refundable unless required under ACL.

💳 Restocking Fees, Partial Refunds & Brand-Specific Conditions

Some brands, products, and suppliers may incur restocking fees, handling costs, return-to-supplier costs, return-to-factory shipping fees, inspection fees, or other non-recoverable charges once an order has been processed, dispatched, or returned.

In certain cases, returned items may need to be sent back to the original supplier, warehouse, or manufacturer for inspection or confirmation, which can involve additional shipping, handling, or administrative costs.

As a result, and to the extent permitted under Australian Consumer Law, approved returns may be subject to:

  • Restocking fees (which may vary depending on brand, product type, supplier conditions, and returned condition)
  • Partial refunds reflecting loss in resale value, testing, handling, or processing costs
  • Deductions for return-to-supplier, return-to-factory, or brand-specific assessment costs where applicable
  • Store credit in place of a monetary refund where agreed or where permitted

Each return is assessed case-by-case, taking into account:

  • Product condition upon return
  • Whether the item has been opened, used, powered on, configured, or tested
  • Brand or supplier-specific return conditions
  • Any factory or supplier inspection requirements
  • Testing, handling, and administrative requirements

All return outcomes will be communicated clearly during the return assessment process. Nothing in this policy excludes or limits your rights under Australian Consumer Law.

✅ Refund Approval & Processing

Once returned items are received and inspected:

  • We will notify you of approval or rejection (within 7 days)
  • Approved refunds are issued to the original payment method (unless store credit is agreed/required as above)
  • Processing time depends on your payment provider

Items returned in non-saleable condition, or items found to be working correctly after testing where no genuine fault is identified, may be rejected or subject to partial refund.

❤️ Thank You

We appreciate your support of our Australian family-run watch business. Our goal is long-term trust, transparency and professional service.

Top G Watches – Authorised Brands. Transparent Policies. Trusted Support.