Dispute Resolution

1. Contact Us First

Customers should first contact Toppingdom through the official email or WhatsApp number used for the order. Early notice gives us a better opportunity to preserve evidence, contact suppliers or carriers and prevent additional loss.

2. Information Required

A complaint should include the order or quotation reference, product name, quantity affected, date received, requested outcome and a clear description of the issue. Relevant evidence may include:

• Confirmed quotation, invoice, specification or purchase instruction.
• Payment record and supplier or shipping documents.
• Unedited photos and videos of cartons, labels, seals, packaging and goods.
• Inspection photos, warehouse records and delivery receipt.
• Messages showing approvals, changes or promises relevant to the complaint.

3. Initial Review

We will compare the complaint with the confirmed order documents, available inspection evidence, supplier response, carrier records and customer instructions. We may ask for additional information or request that affected goods and packaging be preserved.

4. Responsibility Assessment

Depending on the circumstances, responsibility may rest with the supplier, Toppingdom, warehouse, carrier, customs authority, customer or more than one party. A problem is not assigned solely on the basis of who first handled the payment.

5. Informal Resolution

We will first attempt a practical negotiated solution. Possible outcomes include correction, replacement, repair, missing parts, discount, credit, supplier recovery, carrier claim, partial refund or another commercially reasonable remedy.

6. Supplier or Carrier Claims

Where the dispute depends on a supplier, factory, freight forwarder or carrier, the timing and outcome may depend on that party's investigation and claim rules. Toppingdom will communicate available updates but cannot guarantee third-party approval.

7. Escalation

If the matter is not resolved through direct discussion, the parties may agree to mediation, independent inspection, expert review, arbitration or another formal process appropriate to the transaction value and location.

8. Governing Documents

The confirmed quotation, pro forma invoice, purchase order, inspection instruction, shipping arrangement, signed contract and written messages will be considered together. A specific signed or confirmed transaction document takes priority over general website wording where they conflict.

9. Applicable Law and Forum

Applicable law and the forum for any formal proceeding will be determined by the signed contract, payment arrangement, place of performance and other legally relevant circumstances. Where possible, the parties should agree the forum in writing before starting a formal process.

10. Good-Faith Conduct

Both parties should preserve evidence, avoid misleading public statements, limit further loss and provide reasonable access to information needed for investigation. Fraud, threats, document alteration or deliberate concealment may end informal resolution efforts.

11. Time-Sensitive Claims

Visible shortage, wrong goods, carton damage and delivery issues should be reported promptly because supplier and carrier claim periods may be short. Delay may reduce the evidence available or prevent recovery from the responsible third party.

This process is intended to support fair commercial resolution. It does not prevent either party from using rights or remedies that cannot lawfully be excluded.