SECTION 22 of Terms of Service - Return Policy
Section 22.01 of Terms of Service) Return and Refund
We have a 14-day return policy, this means that in these 14 days we will evaluate the decision on a return. If 14 days have passed since you received your item, and you have not reported the request for return, we cannot offer a return. You are eligible for a full refund only if your item was faulty, damaged, or broken. Given that your product is faulty or damaged, you have three days to contact us via email regarding the issue, this must include photos, videos and any other evidence that justifies a refund. Once we have received this email, we have 14 days to evaluate a return or refund process.
If you have changed your mind on an order's specification upon receiving the product (e.g. you want to swap it for a different color) and we have approved a return, the shipping costs and responsibility is on your account. If you have chosen the wrong specification, color, measurements or size, you are not eligible for a refund.
We go by the “All Sales are Final Policy” this means, we do not offer returns or refunds to products that are on clearance sale and products that are personalized.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or legal proof of purchase.
Section 22.02 of Terms of Service) Faulty Products
When you buy from our store, you can only request a refund on faulty items if you inform us 3 days after receiving the product. You have three days to contact us via email regarding the issue, this must include photos, videos and any other evidence that justifies a refund. We are a wholesale company, working with various manufacturers worldwide; we choose the product from the best producers upon years of experience. The reason for which we need a report on faulty, damaged or broken products within 3 days is due to the fact we have a responsibility to contact the manufacturers on any manufacturing defects within 3 days as well. Your return will be reviewed by us and the manufacturers within 14 days as stated in section 22.1 of our terms of service.
Our replacement policy for faulty products lasts 3 days from the date your order has been delivered. If 3 days have passed since the delivery, unfortunately, we cannot offer you free shipping to return the product. The product must have a visual defect or issue that directly affects the usability of the item. To start a return, you can contact us with the email address at the end of our return policy page. Once your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Once again, to successfully begin a refund process, your duty is to report a damaged or faulty product within 3 days with the email stated at the end of this policy, and our duty is to evaluate this request within 14 days.
Once we have evaluated and approved the refund request, we will inform you with detailed instructions on how to send your product back. We can accept a full refund return only on faulty and damaged items, we will not provide free shipping on products that are not faulty, damaged or broken.
Section 22.03 of Terms of Service) Damages and issues
Please inspect your order upon receiving the product and contact us immediately if the item is defective or damaged so that we can evaluate the issue and make it right.
Section 22.04 of Terms of Service) Shipping Costs Non-Refundable
On non-faulty products, you will be responsible for paying for your own shipping costs to return your item after approval. Shipping costs are non-refundable.
Section 22.05 of Terms of Service) Non-returnable items
Certain types of items cannot be returned:
Perishable goods (such as food, flowers, or plants),
Customized products (such as special orders or personalized items),
Gift card purchases
Personal care goods
If you request a refund for a faulty product after 3 days of receiving the product
If you request a return for a non-faulty product, 14 days after receiving the product
Any item that is returned more than 14 days after delivery will not be approved for a refund.
We also do not accept returns for hazardous materials, flammable liquids, or gasses.
For clothes and garments, collars, harnesses, any other accessories, we will not provide a refund for wrong measurement.
Product that have been used and used wrongly
We are not liable for yourself and 3rd part personal harm with the use of our product
It is your responsibility to choose the right measurements. To avoid disappointment, please ensure that measurements are correct before placing an order. We are not liable if you, a customer, have failed to check and evaluate the size and measurements of an item. If you do not see a measurement chart on our website, please contact us before ordering. If you have any question, or you are not sure about the measurement, please ask before you order as well.
Any item that is not in its original condition or is damaged or has missing parts for any reason that is not due to our error will not be returnable. We are not responsible for you damaging any of our items.
Section 22.06 of Terms of Service) Exchanges
The fastest way to ensure you get your exchanged product, is to return the item you have, and once the return is approved, make a separate purchase for the new item. The time it may take for your exchanged product to reach you may vary. We cannot guarantee that we will receive your returned item and recommend you to purchase insurance or tracking. We will not accept returns on products you measured wrongly according to our measurement table on the website. If the measurement is missing on the website, please contact us before making an order.
Section 22.07 of Terms of Service) Refunds
We will notify you once we’ve evaluated the evidence of faulty products, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method. Please remember, it can take some time for your bank or credit card company to process the refund.
Section 22.08 of Terms of Service) Delay
Delay in delivery will not be an eligible reason for a refund, cancellation, or chargeback. Of course, delivery delays has become a big issue with conditions caused by COVID-19 in certain regions. We cannot control the lockdown in various places. Delays can be caused because of the worldwide pandemic situations. Some carriers have changed their schedule, resulting in a delay. COVID-19 is a Force Majeure from unforeseen circumstances according to our Terms and Conditions Policy. We are constantly working on providing the best service to all our valuable customers. We apologize for any potential delays and inconvenience caused, however, delays will not be a reason for chargeback or refund request!!
Section 22.09 of Terms of Service) Cancellation
Orders that have already been shipped or dispatched cannot be canceled. You may only request a return once the product has arrived in accordance with the conditions above.
Our refund policy is part of our Terms of Service. Once you have accepted the Terms of Service, you will have acknowledged and accepted the return policy as well.
Section 22.10 of Terms of Service) Chargeback
We do not accept any chargebacks. We are here to solve any problems with our customers. In any condition or circumstance, a claim cannot exceed the paid amount for a product, including shipping. Please refer to section 18 and 19 from our terms of service to learn more about disputes.
In order to begin a return process, you must contact us at support@TheSuperOnlineDeals.com.