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Return Policy

Generally, most items are eligible for return, exchange or refund within 30 days of receipt of shipment. We will issue full refund or free exchange if the return is determined to be due to our error or the product defection.  Please read the following details and keep them in mind when you shop from us and make return to us.

RETURN PERIOD

Items can be returned within 30 days of receipt of shipment in most cases. If 30 days have gone by since you receive your order, unfortunately we can’t offer you a refund or exchange.  Any physical damage of the items must be reported to us by email at Customer.Service@superellc.com (or by clicking 'Contact Us' link ) within 5 days of receipt of shipment, otherwise, the damage is considered as due to your misuse or improper operation.

NON-RETURNABLE ITEMS

To be eligible for a return, your item must be returned in the original product packaging, 

We do not accept returns of the following items:

  • Any product missing UPC and/or serial number (if applicable)
  • Open Health and personal care items (such as toothbrushes, shavers, etc)
  • Open software
  • Downloadable software products
  • Items with special shipping restrictions imposed by the U.S. Department of Transportation (as indicated on the product detail page)
  • Items for which you and we have mutual agreement before purchase that they are not returnable

Return may be denied in cases that:

  • A non-returnable item is returned.
  • Item is returned without return authorization (except that the package is refused).
  • Return package is not transferred to the carrier within valid return period (30 days from receiving your order).
  • The actual returned item is not correct or its serial number does not match with our record.
  • The returned item is damaged due to your error or any kind of misuse or improper operation of the users.

If your return is denied, we will inform you by email. You have option to ask us to send your returned package back to you given that you paid us for the original shipping fee and return shipping fee we paid AND the shipping fee to ship your return package back to you. If we do not hear from you within 15 days after we send you the denial notification, we may dispose of your returned item.

RETURN AUTHORIZATION & RETURN ADDRESS

You should NOT return any item UNTIL we issue a return authorization . We may have different return addresses, depending on the product you purchased. To request a return authorization and return address, please send your return request email to Customer.Service@superellc.com.

In the return request email, please include '[Return Request]' and your Order# in the title. For example, if your order ID is SEWO-0123, then use '[Return Request] Order# SEWO-0123' as your email title.

Please include the following information in the email:

  • Order#
  • Name of the item you want to return
  • Quantity of the Item you want to return
  • Return reason
  • Details of defection, damage or inaccurate description (if applicable)
  • Current condition of the item (For example, I never opened the product package; I opened the product package, but did not touch any contents inside; I used the item, and the product box and all original parts are saved; I used the item, but the original product box or some part is missing now; etc.)
  • Desired resolution (For example, refund; exchange; replace the part if only some part is defective or damaged and others are good)
  • Any other information you want to provide to us

We require you use a trackable shipping service for ALL returns. All returned item should be securely packaged with proper protective materials. Purchasing shipping insurance is strongly recommended for returning expensive merchandises.

FREE RETURN FOR QUALIFIED ORDERS:

We are offering FREE RETURN for qualified orders. To qualify free return, your order must meet one of the following requirements:

  • Item (not just the box or packaging) arrives with physical damage and you report the damage within 5 days of receiving it.
  • Item is defective or does not work.
  • Item arrives late and you have not opened it.
  • Even the return is not due to any of our fault or product defection, you may also be qualified if (1) your original shipping address is in the 48 continental US states; AND (2) the item is returnable; AND (3) the return package weights less than 15 LBs; AND (4) the item's pre-tax price is $500 or more.

If your order is qualified for free return, we will issue a pre-paid shipping label for you to return the item. You must return the item within 7 days after we issued the pre-paid shipping label. Otherwise, the return label may be void automatically and we are not able to issue another pre-paid shipping label.

REFUNDS/EXCHANGE

We do not process refund or exchange until we physical receive your return package. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.  If you are approved for a refund, then a credit will be applied to your credit card or original method of payment, usually within 5 business days.

We issue full refund or offer free exchange for the same product in the same condition (if applicable) if the return is determined to be due to our error. 

If your return is determined to be not due to our error, we will not process any exchange, but issue a partial refund.

Unless the return is due to our error, you may be responsible for paying for the shipping costs for returning your item. Original shipping costs are non-refundable. In case that we offered free shipping or provided you a pre-paid return shipping label, we may deduct the actual shipping fees or return shipping fees we paid from your refund, unless the order is qualified for FREE RETURN.

Unless the return is due to our error, some restocking fees may be applied when we issue refund.  Unopened items are subjected to 10% restocking fee; opened items must be returned in complete package (including original product box and all original accessories), and will be subjected to 25% restocking fees. Higher restocking fee may be applied or the return may be denied if the return is incomplete or the returned item does not meet the reasonable condition criteria.

QUESTIONS? CONTACT US.

Should you have any question or concern, please contact us at Customer.Service@superellc.com.