Support

Superbuy Live Support
www.superbuy.my
 


Product Quality Assurance:
WE ARE PROUD TO ASSURE THE QUALITY of everything we sell. If you encounter any product quality issues, manufacturing defects, a mistake on our or suppliers part,  please contact us. We will give you a choice of a replacement or exchange for your purchase. For all returns, please read the following information clearly. If you do not fully agree or understand the following information, please contact us before purchasing.



Policy Against Fake / Replica / Imitation:
In Superbuy, we do not sell fake / replica or imitation goods. We assure buyers that what you buy are from genuine goods. We only work with distributors / suppliers who sell genuine products or are authorized to distribute the goods in Malaysia.



General Notes:

  1. Any return received with missing items or without original packaging will not be credited.
  2. The following items are NEVER returnable:
    • Any item that has been worn, used or altered.
    • Items that require special delivery.
    • Products that have been opened or have a broken seal
    • Any product missing the serial number or UPC
    • Open software
    • Gift cards & Prepaid phone cards
    • Some jewelry orders
    • Some health and personal care items
    • Grocery products
    • Fresh flowers
    • Opened consumable items
    • Customized products
  3. If you attempt to return an item, which is not returnable, the item will be shipped back to you, and you will be charged the cost of shipping for sending it back.


Return Instructions:
Subject to the General Notes above, if something needs to be returned, you should contact us within 3 days of receiving your item. Please include the order number, email address and problem in all correspondence. Provided the return is allowable under our policy, you will receive a Return Authorization number (RA#). This number should be printed and sent to us along with the item to be returned.

Returns must be sent back to us only via reliable and traceable shipping methods. You are responsible for the return shipping costs. Returned merchandise must be post marked within 7 days from the date you receive your RA number. Superbuy will not be responsible for refunding an untraceable packaged item. Refunds are for the cost of merchandise only. Superbuy does not refund shipping and handling charges.

Refunds generally take 7 days, however may take up to 30 days to complete during peak times. We will NOT accept returns of items with obvious signs of use. If you return items in used condition, you will be responsible for the cost to have them shipped back to you.


When your shipment arrives:
When you receive your shipment, please open and inspect merchandise on the same day as delivered. Try on any wearable items and if there are issues please contact us immediately.

Package / Merchandise that arrived damaged in transit must be reported to us the same day. Please have the delivery driver make a note if the package they deliver shows signs of damage before signing for it.


Exchange Instructions:
When you receive your shipment, please open and inspect merchandise on the same day as delivered. Try on any wearable items and if there are issues please contact us immediately.

If you need to exchange an item because of a size issue, before doing so please read the size on the item itself as sometimes manufacturers use the same labels and packaging for all sizes, with the actual costume being the correct size. If you need to exchange, please purchase again through the website and separately request for a RA number for the item to be returned. It will be treated as a new order to avoid confusion during the return process and allow you access to our automated inventory so you can avoid the item being out of stock when we receive your return.

Before you ship the return order write your new order number along with your RA# on the outside of the package. Please Note: All returned items without a new order number included will shipped back to you at your cost.

Refunds:
Refunds will be issued in the same method of payment as the original payment. Purchase made with cash: a cash refund will be issued. Purchase made with a credit card: a credit will issued to the original card.

Once we receive your return package, your refund will be processed within 10 business days. Please allow another 2 to 4 business days for the credit to post to your credit card account, and an additional 1 to 2 billing cycles for the credit to appear on your billing statement as each bank's processing time varies. Credit will be issued for the original amount that was paid for the merchandise, excluding shipping fees. Refunds will be issued in the original form of payment only.

International Orders:
All International sales are considered final by Superbuy and we apologize that there are no exceptions to our International Return Policy.