Return & Refund Policy
If you are not satisfied of your order, items can be returned for model exchange, store credit, or refund within 30 days from the delivery date.
1. RETURN TERMS & CONDITIONS
- Items must not have been used, damaged or altered in any way, and must not show any signs of use.
- Items must be returned with all original labels and tags still attached, packaging and other accessories received with the order.
- Products must be returned with their original boxes, which must not be damaged and/or altered or used as the external parcel for the shipment.
- Returns can be packed in the SUPERFIN box or any other type of suitable packaging, which must be sealed with adhesive tape.
- Returns sent at SUPERFIN expenses will be refused and sent back at sender’s charge.
- SUPERFIN reserves the right to refuse unauthorized returns that and/or not comply with the Return Policy. In case of receiving unauthorized returns, the box will remain Customer’s property and will be returned to the shipper, provided payment of shipping fees.
2. RETURN INSTRUCTIONS
To submit a return request, go to the CONTACT PAGE and enter your order number, your full name and your email address. Then, select the items and the preferred resolution. You will receive a confirmation email as soon as the return is approved. In case the order number is not recognised, please contact our Customer Care for return approval.
- Return shipping costs are at Customer’s charge, SUPERFIN does not provide free returns and/or shipping labels. It is possible to return the items with any carrier of your choice. The return shipping costs are excluded from refunds.
- Returns must be shipped within 30 days from the order’s delivery date.
3. OPTIONS AFTER RETURN
All returns will be processed within 10 business days since the return is delivered to our warehouse. An automatic notification email will be sent to the customer as soon as the return is received.
- MODEL EXCHANGE - The same item can be exchanged for a different model. A refund will be automatically issued if the requested model is not available.
REFUND ON PAYMENT METHOD - As soon as the return is processed, customers will receive a refund for the total value of the returned items (shipping/return shipping costs and Customs fees are excluded – see point 4 - excluded). Refunds can be issued exclusively on the payment method used for the purchase as per EU Directive. The availability of the refunded amount depend on the bank, usually not longer than 7 business days. Refunds will be issued in the same currency as the original purchase. Please take into account any exchange rate between different currencies, any differences cannot be refunded.
- REFUND ON BANK ACCOUNT - FOR "CASH ON DELIVERY" ORDERS - If you paid your purchase by cash on delivery, we will get in contact with you as soon as the return is received and processed to request a bank account or a Paypal account to receive the refund. Kindly note that the accountholder must match with the name of the person who placed the order.
Once you have successfully registered your return request, you may proceed to ship the items to SUPERFIN warehouse.
Customers will be responsible for the return package and its content until it reaches our warehouse. SUPERFIN won't be responsible for damaged/lost packages shipped from customers' couriers.
4. CUSTOMS BLOCKS AND IMPORT TAXES
Shipments from EXTRA EU Countries and from the rest of the world may be delayed due to Customs Security Checks in entrance. We suggest you obtain a tracking number from your courier to track your shipment. Should your return package be blocked at Customs in the entrance, Italian Customs will contact us to claim the necessary paperwork to release the shipment. The entire process may take up to 60 days.
SUPERFIN cannot speed up the process or contact Customs and won’t be in any case responsible for Customs clearance as this is regulated directly from Customs Offices.
If any Importation fees are applied to any return package, 1/3 of the total amount will be charged to the Customer and will be deducted from the refund/store credit. SUPERFIN will take charge of the remaining 2/3 of the amount.
5. DAMAGED / FAULTY / INCORRECT ITEMS
In the event of receiving defective or incorrect items, please contact firstname.lastname@example.org within 3 calendar days following the delivery date providing photographic proof showing defective/incorrect items to obtain approval. If the return is authorized, SUPERFIN will provide further instructions on how to proceed with the return. Please note that if the return is shipped on your own, SUPERFIN won’t be able to refund any shipping costs under any circumstance.
For claims forwarded over 3 calendar days and within 30 calendar days following the delivery date, the above conditions apply with returns at customer's charge.
6. INCOMPLETE ORDER / DAMAGED PACKAGE
In the event of receiving a package which is visibly damaged or not in optimal conditions, we suggest to accept with reserve or refuse the package upon delivery and contact our Customer Care immediately. In case the package is damaged or there are any missing items, please send some pictures to email@example.com showing the box conditions upon delivery, doing so we will be able to forward a claim to the courier.
SUPERFIN reserves the right to refuse returns in the following cases:
-If items are not returned in their original conditions;
-If items are not returned with their tags, boxes, and labels properly attached;
-If items are not returned within 30 days from the delivery date;
-If items show any usage or damage signs
-If the return is not complying with the RETURN TERMS & CONDITIONS for any reason;
Our Customer Care is at your disposal for any queries, please contact us at firstname.lastname@example.org or by phone at (+355) 68 662 1603 or via live channels.
We offer free worldwide shipping in all orders.
Our support team is available 24/7
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