Return and Refund Policy

 

100% satisfaction guaranteed!

At SupreGear, we are committed to providing a smooth shopping experience. This return and refund policy details the terms for returns, cancellations, and refunds. Please review it carefully to understand the conditions and ensure compliance.

Return Time Frames

Standard Items (e.g., Arm Slings, Walker Bags): Returns must be initiated within 30 days of delivery, and the tracking number must be provided during this period.

Large Items (e.g., Medical Beds and Massage Chairs): Returns for these items must be initiated within 15 days of delivery, and the tracking number must be submitted within the same time frame.

Return Eligibility

Original Packaging: All returned products must include the original packaging, along with all accessories and manuals. Items must be in brand-new, unused condition.

Condition: Products showing signs of use, damage, installation, assembly, or modification are not eligible for return.

Non-Returnable Items

  • Customized Products: Custom-made items with non-standard specifications cannot be returned.
  • Installed Items: Products that cannot be returned to their original condition after installation are not eligible for return.
  • Unauthorized Returns: Items returned without prior authorization from SupreGear will not be eligible for a refund.

Return Fees

Shipping Costs

For non-quality-related returns, customers are responsible for return shipping fees and must provide a valid tracking number. If SupreGear arranges return shipping, the cost will be deducted from your refund.

For returns due to quality issues, SupreGear will cover all shipping costs.

Restocking Fees

Regular items are subject to a standard restocking fee of 10% of the product value.

Certain products, such as medical beds and massage chairs, are subject to a restocking fee of 40%.

Non-Refundable Fees

Delivery fees, installation charges, and other service-related costs are non-refundable.

How to Return an Item

You can initiate a return by logging into your account and following these steps:

  1. Navigate to your Orders page.
  2. Select the order you wish to return and click Request Return.
  3. Choose the item(s) you want to return and select a return reason.
  4. Submit the request.
  5. Once approved, pack the item securely in its original packaging, ensuring all materials and accessories are included. For larger items, disassemble and package them carefully to prevent any damage during transit.
  6. Send the package using a trackable shipping service and inform us once it has been shipped.

Alternatively, you can contact us directly at support@supregear.com for assistance.

Exchanges

For defective or damaged products, please contact us within 3 days of delivery to arrange a replacement. Exchanges for such items are free of charge, and SupreGear will cover all associated shipping costs.

For exchanges due to non-quality-related reasons, customers are responsible for the shipping fees.  

Cancellation

Cancellation Window: To cancel an order, please contact us immediately at support@supregear.com. Orders can only be canceled before they are processed for shipment. Once an order is processed, it cannot be canceled. After 3 days of placement, cancellations may incur a cancellation fee of up to 10%.

Customized Products: Custom orders are non-cancelable. For further clarification, contact our support team.

Refund Processing

Returned items will undergo inspection by the manufacturer. Refunds will be issued to the original payment method within 3-5 business days after the inspection is complete.

Contact Information

For assistance with returns, cancellations, or inquiries, please feel free to email us at support@supregear.com.