Refunds
30-Day Money Back Guarantee
Our 30-Day Money Back Guarantee coverage includes the 7-Day Damage on Arrival (DOA) Product Guarantee and 30-Day No Reason Return. For products that are covered with the Buyer Protection | Money Back Guarantee, please scroll down to the middle of this page.
7-Day DOA Product Guarantee
If one or more of the items you received are damaged, different, or not working, you will be protected by this Guarantee. Please contact us for Return Material Authorization within 7 days of the order being received.
After returning the product to the address provided by our customer service team, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund.
30 Days No Reason Return
If you are not satisfied with your purchase and the product is still in brand new condition, we can arrange a partial refund, which will cover the price of the item minus the shipping fees. You will be responsible for paying the return shipping fees.
Please contact us for Return Material Authorization within 30 days of the order being received.
Missing item(s), wrong item(s) or incorrect package sent
During delivery, please make sure the package is in good condition (no sign of being opened) and confirm the contents before signing the package.
For any issues, please contact us and follow our warranty process:
1. Provide your order number, full product name as shown on your receipt, and the product code if applicable).
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
Possible Solutions after the problem is confirmed by Supregens:
If there is an item missing, we will resend the missing item/accessory for free within the warranty period.
If we have shipped the wrong item, we will either refund you in full or dispatch an alternative item (if applicable and available). Supregens will decide whether you need to return the wrong product or not and reimburse you for the return shipping fee when we receive it.
Returns processing limitation
If you have any after-sales issues, please contact us directly for a solution according to your case. We will confirm whether you need to return the item and to which address you may return it to.
The following section describes the processing time required upon receiving your returned item.
For exchanges, the processing time for the exchanged item will be between 3-6 business days upon receiving your item back and depending on stock availability.
For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After we process your refund, the time it takes to show in your account depends on the payment method. Please click here to view more.
For Repair, the duration depends on item and manufacturer's spare parts inventory.
How to request warranty (return, repair, and refund) and notes
If your item has an issue, please contact us
Please carefully follow our warranty process to minimize any delays:
1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number, full product name as shown on the receipt/order confirmation email, and product code (SKU number) if available.
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the item code indicated on the outer packaging.
4. Send a clear photo or video showing the defect(s) to our email; these should be taken under good lighting.
IMPORTANT NOTE:
You need to provide a clear photo or video showing the product problem/order / SKU number.
Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s).
2.If the product is returned more than one month after the receipt, or if the product is returned for customer reasons (including non-satisfaction, wrong size, change of mind), the customer is responsible for the shipping fee. For non-customer-related returns within one month, Supregens is responsible for the shipping fee, and the customer must return it using the shipping method Supregens prescribes. In all return situations, the customer must provide the tracking number.
3.Customers must contact us before returning an item. Returned items without Return Merchandise Authorization (RMA) will not be accepted. For incomplete warranty requests, Supregens reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA Form), sends to the wrong address, returns an incorrect item, or submits an empty package, Supregens reserves the right to refuse any compensation.
4. For No Reason Return, you need to ensure that the product package is intact and all accessories are complete and unused. Clothing and other items must be new, unwashed, and still have the labels attached.
5. Customers must return the item by the shipping method specified by Supregens, usually registered mail is required.
6.All returns will be checked by our technical team upon arrival. If the returned product cannot be repaired, Supregens will provide an alternative solution.
Buyer Protection | Money Back Guarantee
Buyer Protection VS. 30-Day Money Guarantee coverage
Some products that are noted with #- Day Buyer Protection | Money Back Guarantee badge will have a slightly different coverage as described above. However, the refund process process will be as described in "How to request warranty (return, repair, and refund) and notes".
The Buyer Protection means that we promise your money back if the item you received is not as described, or if your item is not delivered within the Buyer Protection period. You can get a refund 15 days after the claim process is finalized and the refund is approved. This guarantee is in addition to and does not limit your statutory rights as a consumer, as granted by all mandatory laws and regulations applicable in your country of residence. Moreover, in order to be eligible for claim for your Buyer Protection coverage, your order must meet at least two of the following conditions:
1. The item was purchased on our website or via Facebook Page.
2. The item you received was damaged, defective, or substantially different from the item represented on the product detail page.
3. Your order did not arrive not due to factors related to the buyer (for example: the wrong shipping address was provided).
4. You have not been black-listed by us or other online merchants and have no record of abusing the e-commerce system by all means.
5. Your item is returned to the seller due to customs duties (customs clearance/taxes are not included).
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us by using our contact form.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email by using our contact form.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.