We hope you love our products and services. Our goal is to provide an exceptional experience every time you visit our site, one that will make you want to come back again and again.
DELIVERY & RETURNS
It’s okay to change your mind! We offer a 28-day return policy as long as the product is unopened and unused. Please note that for health and hygiene reasons, we are unable to provide a refund or exchange if the product has been opened or used. Also, we cannot accept returns, exchanges, or refunds for used products or any made-to-order items.
*Superfect does not cover the return shipping fee.
All unreceived or missing orders must be reported within 14 days of the dispatch date. If your order has not arrived within this period, please contact our customer service team immediately, so we can promptly investigate and resolve the issue. Failure to report non-receipt within the 14-day window may result in our inability to offer a replacement or refund.
*The original postage fee for the order is not included in the refund due to this service already being provided.
Superfect monitors return activity and reserves the right, at its sole discretion, to deny returns that do not meet our return policy requirements, involve abuse of the policy, or pertain to items that were re-sent at no cost as a goodwill gesture following a non-receipt claim.
Please note: For all bundle purchases, individual components may not be returned separately.
CANCELLING AN ORDER
If you wish to cancel your order, please email our Customer Service Team as soon as possible. We will do our best to cancel your order before it is processed, though we cannot guarantee this, as we aim to respond to all customer queries within 48 hours.
If your order has already been processed or dispatched, it cannot be cancelled. In this case, you will need to follow the Returns Process to receive a refund, or you may refuse the package upon delivery.
Once we receive your returned item, a refund will be issued. Please allow 3-5 business days for the refund to be processed.
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 a certain amount of days.
ROCESSING REFUNDS
Refunds for returned products will be processed within 14 days of receiving the goods, provided they are returned in their original condition to the address listed on our Returns Form within 14 days of delivery.
You will receive an email notification from our Customer Service Team once your refund has been processed.
SALE ITEMS (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
EXCHANGE (if applicable)
Exchanges can be issued free of charge, provided the items are unused and unopened. To request an exchange, please follow the return instructions outlined above. After sending your return, email our Customer Service team with the exchange details and proof of postage/tracking.
Your exchange will be processed within approximately 3 working days of receiving the returned goods and will be delivered via standard shipping, subject to availability.
GIFTS (if applicable)
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 voucher 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.
Procedure for damages/faulty/incorrect items
If the items you received are damaged, faulty, or incorrect, we will gladly resend them. Please notify our Customer Service team within 7 days of receiving your order.
For a quick resolution, please include your order number and attach images of the damaged, faulty, or incorrect items, along with the packing materials in your email. This will help us assist you as efficiently as possible.
HOW TO RETURN
To return items to us, please use the online Renturn & Exchange Centre in our website.
On the form, kindly indicate the reason for your return by using the codes 01-05 and specify whether you would like a refund or an exchange:
01 – Item damaged on arrival
02 – Item faulty
03 – Product no longer required / Changed mind
04 – Incorrect product received
If you have any additional information, you can provide it in the comments section.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Once we have received your return, you will be notified via email, and in the case of an exchange, we will confirm the required product.
Return Address:
The Superfect Shop Support
Unit 97 Cottage Street
London, E14 0AA
Customer Service Team: enquiries@superfect.co.uk
For a more detailed returns policy,please check our FAQ's here.