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Shipping Policy

At TOP ONE MALL, we strive to ensure that all products are delivered safely, promptly, and efficiently.

This policy outlines the terms and conditions of our delivery, pickup, and shipping services.

1. Payment & Order Confirmation

• Orders are processed within 1 business day after payment confirmation.
• Orders placed on weekends or public holidays will be processed on the next business day.
• Orders may take 3-7 business days to process and dispatch once payment is confirmed.
• While we do our best to deliver promptly, TOP ONE MALL cannot be held responsible for delays caused by courier companies or external factors beyond our control.

2. Free Metro Delivery Service

We offer Free Delivery for selected bulky items to the following metro areas:

• Sydney Metro
• Melbourne Metro
• Brisbane Metro

**Conditions:**

• Delivery times depend on our standard delivery schedule.
• Customers will be notified at least one day prior to delivery via SMS, phone call, or email.
• If no one is home, you may authorize the courier to leave the goods at your front door or garage.
• Deliveries are to ground floor/front door/garage only — installation is not included.
• Our standard delivery is one-man service. Please ensure someone is available to assist with unloading if required.

3. Additional Delivery Services (Optional)

To better meet customer needs,TOP ONE MAL provides the following optional services at an additional charge:

• Moving goods
• upstairs or downstairs
• Two-person or team delivery for heavy/oversized items
• Professional installation service

Please contact us for a quotation before delivery if you require any of the above.

4. Click & Collect (Warehouse Pickup)

Pickup is available from our Sydney warehouse (Metro area only).

Please give us at least one day’s notice before collection.

For collect your order, please bring:

• A copy of your Order Confirmation (printed or digital)
• A valid Photo ID
• If someone else is collecting on your behalf, you must provide a signed authorization and a copy of their photo ID.

5. Interstate & Regional Deliveries

We ship Australia-wide through reliable courier partners.

For customers outside Sydney, Melbourne, or Brisbane Metro areas, please contact us with your postcode and the item name to receive a custom freight quote.

• Estimated delivery times
• Metro & major regional areas: 7–10 business days
• Remote areas: up to 14 business days
• Please note: courier networks may experience delays during peak seasons or due to weather or transport issues.

6. Custom-Made & Pre Order Items

Some items on our website are custom-made or special-order products, which require additional production time before shipping.

• The estimated arrival time (ETA) is clearly stated on the product listing page.
• In most cases, delivery within the provided ETA is guaranteed. However, unforeseen delays due to production, shipping logistics, or customs clearance may occasionally occur.
• Customers will be notified if any significant delays arise.

7. Installation Service

Slate pool tables require full professional installation.

Installation service can be arranged upon request — please contact us for a quote.

8. Delivery Terms & Liability

Deliveries are made during standard business hours and weekends.

If you wish to reschedule delivery, please notify us at least 24 hours in advance to avoid rescheduling fees.

TOP ONE MALL is not responsible for:

• Delays caused by couriers, road conditions, or incorrect delivery details
• Damage occurring after delivery if goods were left as authorized (ATL – Authority To Leave)
• Customers are responsible for ensuring safe and clear access for delivery.

9. Contact Us

For delivery updates, quotations, or special arrangements, please contact:

admin@toponemall.com.au

Our customer service team will respond within 1–2 business days

-Summary for Customers

Free delivery available for selected products in Sydney, Melbourne, and Brisbane Metro areas.

Standard delivery to ground floor only, installation not included.

Interstate & regional delivery available – please request a quote.

Orders dispatched after full payment and address confirmation.

Delivery times may vary depending on courier schedules and location.

At TOP ONE MALL, we are committed to providing quality products and excellent customer service. This policy outlines your rights and responsibilities under Australian Consumer Law and ensures a fair process for both parties.

1. Faulty or Damaged Goods

If your item arrives faulty or damaged, you may be entitled to a repair, replacement, or refund, provided the following conditions are met:

• The item has a manufacturing defect that was not caused by misuse, incorrect assembly, or mishandling.
• The item was incorrectly described at the time of purchase.
• You notify us within 7 days of delivery, providing a clear description, photos, or videos showing the fault.
• The item has not been further damaged, modified, or used after the fault was discovered.

Please contact our support team at: admin@toponemall.com.au

For technical or complex products, TOP ONE MALL reserves the right to have the product assessed by the manufacturer, a qualified technician, or an independent expert before confirming whether it qualifies for repair, replacement, or refund.

Please note:

• Consumable parts or accessories (e.g. cue tips, ping pong balls, chalk, screws, etc.) are not covered unless faulty upon arrival.
• If the returned product does not meet the above requirements, inspection and freight costs will be the buyer’s responsibility.

2. Change of Mind Returns

We understand that sometimes you may change your mind after purchase. Returns for this reason are accepted under the following conditions:

• A return request must be made within 7 days of receiving your order (based on courier delivery date).
• The item must be in unused, undamaged, and resalable condition, with all original parts, manuals, and packaging.
• The buyer is responsible for return shipping costs.
• If the original packaging is missing or damaged, a 5% repacking fee will apply.
• If the item has been opened, assembled, or used, a 10% restocking fee will apply.
• If the item shows scratches, wear, or other damage, a depreciation fee (minimum 20%) will apply, based on a technician’s assessment.
• If you cannot return the item yourself, we can arrange courier collection for a 10% handling fee.

Important:

• Custom-made, pre-order, or specially finished products (e.g. walnut frame pool tables, slate tables) are non-refundable and non-returnable for change of mind.
• Display items, clearance, or factory seconds are sold as-is and are not eligible for return unless proven faulty.

3. Refund Process

• Refunds will be processed using the original payment method only.
• Please allow up to 10 business days for inspection and processing after we receive the returned item.
• Refund timelines may vary depending on your bank or payment provider.
• Shipping and service fees are non-refundable unless the return is due to a confirmed error on our part.

4. Items Not Eligible for Refund or Exchange

The following items are not eligible for return or refund unless defective on arrival:

• Custom or made-to-order items
• Factory seconds, clearance, or display models
• Gift cards, store credits, or vouchers
• Consumables (e.g. cue tips, chalk, ping pong balls)
• Products that have been used, damaged, altered, or improperly installed
• Items damaged due to incorrect self-assembly (e.g. cracked slates, stripped screws, or drilled panels)

5. Exchange Policy

Exchanges may be approved within 7 days of receiving your order, provided that:

• The product is unused, in resalable condition, and returned with all original packaging and accessories.
• Exchanges are subject to stock availability.
• If exchanging for a higher-value product, the price difference must be paid.
• If exchanging for a lower-value product, the difference will be refunded less any applicable handling or restocking fees.
• Return freight costs are the buyer’s responsibility, unless otherwise agreed in writing.

6. Assessment & Dispute Resolution

All returns are subject to inspection and approval by our quality control or technical team.

TOP ONE MALL reserves the right to reject any return that does not meet the above conditions.

In case of a dispute, we will act in accordance with the Australian Consumer Law (ACL) to ensure a fair and lawful resolution.

7. How to Lodge a Return or Exchange

To request a return or exchange, please email: admin@toponemall.com.au

Please include:

• Your order number
• Clear photos or videos showing the issue or condition
• A short description of the problem or reason for return

Our team will review your case and respond within 2–3 business days with further instructions.

Summary for Customers

• Notify us within 7 days for any faults or damages.
• Keep original packaging for all returns.
• Custom orders and display items are not refundable.
• All returns require inspection and approval.
• Return freight is the buyer’s responsibility unless it’s our confirmed error.

Warranty

At Top one mall , we are committed to providing high-quality products designed for durability and long-term enjoyment. To give our customers peace of mind, we now offer up to 5 years’ warranty on selected products, depending on the product category and warranty plan chosen.

Our standard warranty remains at 12 months across all product categories, with the option to purchase Extended Warranty Plans of up to 5 years for qualifying items.

1. This warranty covers:

• Manufacturing defects in materials or workmanship.
• Structural failures, such as breakage of frames or welded joints.
• Electrical or mechanical component failures due to defects.
• Deterioration of materials not resulting from normal wear and tear.

2. Exclusions & Limitations

This warranty does not cover:

• General wear and tear – including surface scratches, dents, fabric fading, or discoloration due to prolonged exposure to sunlight or moisture
• Accidental damage, misuse, or neglect – including improper assembly, overloading, impacts, or failure to follow usage guidelines.
• Environmental and weather-related damage – including exposure to extreme temperatures, excessive humidity, UV degradation, rust, mold, or mildew.
• Consumable parts and accessories – including but not limited to pool table felt/cloth, batteries, rubber grips, seat cushions, and charging cables, unless faulty at the time of delivery.
• Unauthorized modifications or repairs – any tampering, alterations, or use of non-original parts will void the warranty.
• Commercial or rental use – unless explicitly stated, this warranty applies solely to residential use.
• Free bonus accessories – any complimentary items provided with the main product are not covered under this warranty.

3. Extended Warranty Options – Now Up to 5 Years

For select products, Top one mall offers Extended Warranty Plans for purchase, providing additional coverage up to a total of 5 years. These plans are designed to offer long-term protection and peace of mind.

Extended Warranty Benefits:

• Additional Coverage Duration: Extend your warranty for up to 4 additional years beyond the standard 12-month warranty.
• Comprehensive Protection: Coverage may include repairs, replacements, and other services not included in the standard warranty.
• Convenience: Simplified claims process with direct access to our customer support team.

Terms and Conditions:

• Availability: Extended Warranty Plans are available for purchase at the time of product purchase or within 30 days thereafter.
• Pricing: The cost of the Extended Warranty Plan varies depending on the product and the selected coverage period (1 to 4 additional years).
• Activation: Coverage under the Extended Warranty Plan begins immediately after the expiration of the standard 12-month warranty.
• Transferability: Extended Warranty Plans are typically non-transferable and apply only to the original purchaser.

4. How to Purchase an Extended Warranty

To add an Extended Warranty Plan to your purchase:

• At Purchase: Select the Extended Warranty option during checkout on our website.
• Post-Purchase: Contact our customer service team within 30 days of purchase to inquire about adding an Extended Warranty Plan.

5. Warranty Claim Process

If you encounter an issue covered under warranty, please follow these steps:

Step 1: Submit a Warranty Claim
Contact our customer service team atadmin@toponemall.com.au or  (02) 6188 5799  with:

• Proof of purchase (order number, receipt, or invoice).
• A detailed description of the issue, including how and when it occurred.
• Photographic or video evidence clearly showing the defect.

Step 2: Warranty Assessment
Our team will review your claim and may request additional details if needed.

Step 3: Resolution Options
If the claim is approved, Leaf Living may, at its sole discretion, offer:

• Replacement of defective parts.
• Full product replacement.
• Refund (where applicable), in line with our refund policy.

6. Additional Terms & Conditions

• If the original product is discontinued, we may replace it with a comparable product of equal value.
• Customers may be responsible for return shipping costs if the issue is not due to a manufacturing defect.
• Warranty claims must be made within the active warranty period (up to 5 years, depending on the product and plan purchased).
• This warranty is non-transferable and applies only to the original purchaser.

7. Australian Consumer Law Compliance

This warranty operates in addition to your rights under Australian Consumer Law (ACL). Under the ACL:

• Consumers are entitled to a replacement or refund for a product that has a major failure.
• Consumers are entitled to repair or replacement if a product fails to meet acceptable quality standards and the failure is not classified as major.

For more information, visit the Australian Competition & Consumer Commission (ACCC)website.

8. Customer Support

• 📧 Email: admin@toponemall.com.au
• 📞 Phone: (02) 6188 5799

We appreciate your trust in Top one mall and are committed to supporting you throughout the lifespan of your product.