Returns & Refunds
If you would like to return an item, please read the following carefully:
Eligibility:
Returns are accepted within 30 days of delivery for all customers worldwide. A “change of mind” return applies when you decide you no longer want the item after receiving it, even if it meets expectations.
Condition:
Items must be unused, clean, and in their original condition. Opening the vacuum-sealed packaging is acceptable for inspection, but items that show signs of use, wear, or damage cannot be returned.
Return Shipping:
Customers are responsible for all return shipping costs for change-of-mind returns. You may use any courier service at your own expense, and a tracked shipping method is strongly recommended. Refunds are only processed once the returned item arrives at our warehouse.
Exchanges:
We do not offer product exchanges. If you would like a different item, you may return your original order in accordance with this policy and place a new order.
Defective or Incorrect Items:
If your item arrives defective, damaged, or incorrect, we will, at our discretion, provide a replacement, repair (where applicable), or a full refund at no cost. A defect refers to a clear manufacturing issue present at the time of delivery, such as:
- Holes or tears
- Broken or faulty stitching
- Major structural issues
The following are not considered defects:
- Minor variations in shape, size, or firmness
- Normal compression from packaging
- Small stitching irregularities
- Differences based on personal preference or subjective expectations
Defect Reporting Timeframe:
Customers must inspect their order upon delivery. Any defects, damage, or issues must be reported within 30 days of the delivery date. Claims reported after this period may be declined, as we are no longer able to verify whether the issue existed at the time of delivery or occurred after use, handling, or storage.
Shipping-Related Delivery Issues:
Refunds or free replacements are not available where delivery cannot be completed due to circumstances caused by the customer or otherwise outside our reasonable control, including:
- An incorrect or incomplete shipping address provided at checkout.
- Failure to collect the parcel from the carrier when required.
- Refusal to accept delivery.
- Failure to follow the carrier's delivery instructions.
If an address correction is required after dispatch, customers should contact the local carrier directly using their tracking information as soon as possible, as we are generally unable to modify delivery details once an order has been shipped.
While we will make reasonable efforts to assist where possible, we cannot guarantee that the carrier will be able to update the delivery information or recover the shipment after dispatch.
If a shipment cannot be successfully delivered or recovered due to any of the circumstances listed above, the order will not be eligible for a refund or free replacement.
Promotional Bundles:
If your order included a promotional offer such as Buy 2, Get 1 Free, you may return any eligible item in accordance with this policy. However, if only part of the promotional bundle is returned, the promotion will be recalculated based on the items you choose to keep.
Your refund will be limited to the difference between the amount originally paid and the amount that would have been payable for the items retained after recalculating the promotion. An item shown as “free” at checkout does not have to be the item returned, and the refund amount is not determined solely by which item was originally discounted.
If all items included in the promotional bundle are returned, the full amount paid for those items will be refunded, subject to this policy.
Refunds:
Once we receive and inspect your return, your refund will be processed to your original payment method. Standard shipping costs are refunded where required by law. Express shipping fees are non-refundable once an order has been dispatched.
Refunds are issued in accordance with this policy.
Return Address:
All returns are processed through our main warehouse. Return instructions, including the return address, will be provided by email once you confirm that you wish to proceed with your return.
Important:
Returns must arrive at our warehouse in order to be processed. Returns that are incorrectly declared, incur customs charges, or are returned to sender may not be eligible for a refund.
📧 Questions? Contact us at help@supagrumps.com and our support team will get back to you within 24 hours.
