Refund Policy

By placing an order, You confirm that You have read, understood, and accepted the following policy. Order Adjustment/Cancellation Once we receive your order, we get to work on it right away. Therefore it may not be possible to cancel an order that is in process. Once you finish the checkout of an order, you can adjust its information by contacting us via support@supechic.com within 06 hours. If you do not make any change to your order within 06 hours, the order will be sent to production, and you can no longer adjust the order details or cancel it. - The design of personalized items cannot be adjusted after the order is successfully placed. - You can make any change to the color or size of your ordered item unless that change results in any difference in the price of the final item. - The item quantity in a discounted order, the product type of your order cannot be changed. If you have any requests for these changes, please contact us to cancel it, and then you should place a new one. Please remember, this self-cancellation is only available for the six hours from your order being created. Once our warehouse has processed your order, we will be unable to make any changes. After this 6-hour window, we cannot cancel orders. If you cancel your order without 06 hours of order placement, you will be responsible for the payment fee that is non-refundable. Management, processing, and transaction fee, which is 30% of your total order value will be applied for the cancellation. Other than that, the cancellation request cannot be fulfilled. Full refund only applies to switching orders within 48 hours. Once you place new orders and pay for new orders, our system will automatically cancel old orders and refund 100%. Exchanges If for any reason you would like to exchange your product, perhaps for a different size in clothing. You should contact us first and we will guide you through the steps. Please do not send your purchase back to us unless we authorize you to do so. To be eligible for an exchange, your item must be unworn, unwashed, and in the same condition that you received it. You are responsible for any return shipping charges to us. We will pay to ship the exchanged item back to you. You must include your original packing slip and write your desired size, style and color of the item that you want to receive in exchange. Once your return is received and inspected, we will send you an email to notify you that we have received your item to be exchanged. If approved, we will mail your replacement. Exchanges may only be made for merchandise of equal value. When you receive the wrong item and want to exchange it Please contact our Customer Support team at support@supechic.com to start the return process. Please include the following information: + Order number + Video or photo of the faulty product (if applicable) + Complete delivery address + Contact telephone number Return/Refund We accept the return on products that were shipped out by us and if the item is faulty due to an error on our end (e.g. wrong item or damaged item). Item(s) must be returned together with proof of purchase. While we hope you love your purchase, we understand that in some situations, you may need to return it. Supechic accepts returns on a vast majority of our products—in new, uninstalled condition and original packaging—within 07 days from delivery day unless otherwise noted on the item’s product page. You can return our products if our product is damaged/wrong/not as described. We don't accept returning it if you don’t like it or other reasons like that. To begin a return request, go to the contact page to contact us or send an explaining the issue email with a return request to support@supechic.com, provide the correct order information and item you would like to return for us, then follow the instructions from there. Our customer service team will reply back to you and your issue will be processed no longer than 2 business days. You will get the replacement or refund if appropriate. Once your return request has been authorized, the product must be returned to us within 30 business days of your request having been approved. Please note that if you return your item without our request, we will not be responsible for any loss or additional costs resulted from your return. In order to best resolve your issue, you should provide all relevant materials for us to investigate the issue, including: - Clear photos of quality issues and/or any damages of the actual product; Please note that photos of the damaged product must be captured while it is still placed in the shipping package; - Photos of the wrong product delivered, or photos of the actual product in the wrong size, color, or artwork printed. Please note that the product must be in its original condition and have not been used; and - The original shipping label of the product or its image. After a careful check on your order, if we confirm via email that you are eligible for a refund, your refund will be processed by our internal team within 7 business days of refund confirmation. Please note that it is your payment provider that decides when your refund will go back to your payment account. Please note that any expedited shipping charges from your original order are non-refundable. You will be responsible for the 2-way shipping cost of the order and a 15% restocking fee. Your refund credit will be issued from 1-3 business days after the item has been received and inspected, 15% of the restocking fee would be deducted from the credit amount. We are unable to accept returns for: Discounted items Clearance items Products that are clearly marked non-returnable on the Product Detail Page Products that have been assembled or installed Products without the original packaging or not in their original condition Products with crystals that have been unwrapped Custom orders, including those that are made-to-order or customized to your specifications Large quantities of the same product (5 or more) Note: You cannot get the refund if you don't like the products. Items shipped from us can be returned within 7 business days of receipt of shipment if the item is damaged or incorrect only. Please read our Return & Refund Policy for more details. How Do I Return My Order? Here’s what you’ll need to get started to refund/return a product: -To arrange for a return please contact us directly for return instructions at support@supechic.com -Wait for us in 24-48 hours to get our response Once we’ve got that already, please follow our instructions After we have received your return, we directly initiate your refund for the item(s) only. Note that You will have 7 days from when you received your order to start the return process. Items must be returned within 30 calendar days from when you received your order for a return to be accepted. Shipping fees are nonrefundable unless the item is damaged or incorrect. Return shipping costs are Customer responsibility unless the item is damaged or incorrect. If you have any questions please email support@supechic.com Thank you! Damages Unfortunately, fragile items are sometimes damaged in shipping. We also understand the need to pre-order and plan for your design needs. As part of that process, we ask that you inspect all items individually once they arrive so that any damage claims can be made immediately. If your item arrives damaged or with parts missing, you must notify us within 12 hours of receiving your order. We will arrange a prompt replacement of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact our Customer Service Team and we will be happy to replace the item or send replacement parts as soon as possible. In some instances, it is possible to repair damages and/or defects with replacement parts. When this is the case, we reserve the right to utilize this as a solution. Defective Products Please keep in mind that defective goods (those with factory defects, missing parts, or other problems originating prior to shipment) are handled differently than damaged goods (which are damaged in shipping). We work closely with our suppliers to ensure that quality production and inspection procedures are in place, but sometimes defects do occur. We work with you to resolve these issues, but you must report any product defect within 48 hours of receiving your order. *** Note that: To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. To complete your return, we require a receipt or proof of purchase. Contact our Customer Support team to notify us about your return request. A specific return address will be provided. Please DO NOT send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted (if applicable): – Any item not in its original condition is damaged or missing parts for reasons not due to our error – Any item that is returned more than 07 days after delivery 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 (2-5 business days) before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@supechic.com Disclaimer: 1. You must provide all information and materials in connection with your orders placed on our store when needed. We reserve the right to suspend or terminate your customer account if you fail to provide the information and materials needed or provide inaccurate or fraudulent information. 2. We shall not be liable or responsible for any damages, claims, liabilities, costs, harms, inconveniences, business disruptions, or expenditures of any kind that may arise as a result of or in connection with any used or stored products purchased from our store. 3. When you make a purchase, the risk of order loss transfers from our store to you from the moment we deliver your order to the carrier. You will bear all related liabilities and risks during the third-party transportation of your order.