Refund Policy

Returns

Our standard policy lasts 14 days. If 14 days have gone by since the purchase is delivered, unfortunately, we can't offer you a refund or exchange.

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.

Additional non-returnable items:

• Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to our warehouse as we collect returns in a different department.

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 90 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 30 days. 

 

90 Days Money Back Guarantee (if applicable) 

Some of our products are covered by the extended warranty of up to 90 days. 

If a product is covered by this warranty, it will be expressly written on the corresponding product page. 

If you should have any doubts about the eligibility of a product under the 90-day warranty, you can contact us at hello@supcool.com. 

The 90-day warranty begins from the moment the courier notifies us that the package has been delivered. 

 

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 at hello@supcool.com . 

 

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 at hello@supcool.com. 

 

Order cancellation 

The customer can cancel the order within 8 hours from order placement. After this time, the order is considered processed and we cannot guarantee cancellation. To initiate the procedure, please contact customer service at hello@supcool.com. If the package has already been processed, it is not possible to cancel the order. The customer will have to wait for it to be delivered and then proceed with the return.

 

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. 

 

Shipping 

You will be responsible for paying for your own shipping costs and any customs duties for returning your item. Shipping costs and customs duties are non-refundable. Please note that our current facility is in Europe. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.