SuperPe Marketplace Private Limited (SuperPe) Refund Policy

At SuperPe, we strive to ensure that our customers are satisfied with their purchases. However, we understand that there may be instances where you are not completely satisfied and may require a refund. This Refund Policy outlines the conditions under which refunds are provided, ensuring transparency and fairness for both customers and sellers. This policy forms part of our Terms of Service.

1. Eligibility for Refunds

1.1. Refunds are processed based on the eligibility criteria which include receiving a damaged product, incorrect item delivery, or a product that significantly deviates from its description on the platform. We encourage customers to inspect the product upon arrival and report any discrepancies within 48 hours to facilitate a smooth refund process.

2. Refund Process

2.1. To initiate a refund, customers are required to contact the seller directly through the platform with a clear explanation of the issue, accompanied by photographic evidence if applicable. Upon review and confirmation of the refund eligibility by the seller, the refund process will commence. The platform may mediate if discrepancies arise between the customer and the seller to ensure a fair resolution.

3. Refund Timeframe

3.1. Once a refund has been approved, it will be processed and credited back to the original payment method within 7-10 business days. This timeframe allows for the necessary administrative processes to be completed. We appreciate your patience during this period and assure you of our commitment to resolving refund requests efficiently.

4. Non-refundable Items

4.1. Certain items may not be eligible for a refund, including but not limited to digital products, custom-made items, and personal care goods. These exceptions will be clearly outlined on the product page, ensuring that customers are aware before making a purchase. Understanding these exceptions is crucial for a smooth shopping experience.

6. Partial Refunds

6.1. In certain circumstances where the item received is only partially non-compliant with the order (such as missing components or partial damage), customers may be eligible for a partial refund. This reflects our commitment to fair and flexible solutions, ensuring that customers are compensated for the specific discrepancy without necessitating a full return. Sellers will evaluate the situation based on the evidence provided and may offer a partial refund as deemed appropriate.

7. Refunds for Cancelled Orders

7.1. If an order is cancelled according to our Cancellation Policy before it has been processed or dispatched by the seller, the customer is entitled to a full refund. This ensures that customers who change their minds in a timely manner are not penalized, promoting a shopping environment that values flexibility and customer satisfaction. The refund for such cancellations will be processed to the original payment method within the standard timeframe.

8. Refund Method

8.1. All refunds will be processed back to the original payment method used during the purchase. This is to ensure a straightforward and secure transaction reversal that protects both the customer and the seller. In cases where the original payment method is no longer available or valid, alternative arrangements may be made on a case-by-case basis, subject to verification and approval by SuperPe and the seller.

We reserve the right to update or modify this Refund Policy at any time without prior notice. Your continued use of SuperPe's services following any such changes constitutes your agreement to follow and be bound by the policy as changed. We encourage you to review the Refund Policy periodically.