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Refund, Return & Exchange Policy

 


 

1.0 Product Quality Assurance
WE ARE PROUD TO ASSURE THE QUALITY of everything we sell. All products sold at Superbuy are 100% authentic and original. If you encounter any product quality issues, manufacturing defects, or an mistake on our or suppliers part,  please contact us. We will give you a choice of a replacement or exchange for your purchases. 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.


2.0 Policy Against Fake / Replica / Imitation Products
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.


3.0 Superbuy Return, Exchange & Refund Policy

3.1 The following conditions are NOT applicable for any return, refund, and exchange policy : 

  • Change of mind 
  • Unsatisfactory and/or unsuitability of using the products / services
  • Wrong size / measurement
  • Products that has been worn, washed, used, and/or altered
  • Products that require special delivery
  • Products that have been opened or have a broken seal
  • Products that is missing of the serial number, warranty card and/or UPC
  • Open software
  • Gift cards & prepaid phone cards
  • Jewelries
  • Health and personal care products
  • Grocery products
  • Fresh flowers
  • Opened consumable products
  • Customized products / services
  • Products / services which falls under the SALE and/or CLEARANCE category

 

3.2 Superbuy will only process an refund / exchange for the below conditions :

  • The products / services does not match the product picture / description on the website
  • The products received is the wrong variant ordered (e.g.: colour, size, etc.)
  • The products is missing an item
  • The products is faulty / damage / defective
  • The product / services is out of stock
  • The product / services is unable to be exchanged with the distributor / supplier

 

3.3 If you wish to make an exchange or refund, please inform our Customer Service within 3 days after receiving your products. You are required to include the order number, e-mail address, clear pictures of the product, and the problem in all correspondence.

 

3.4 For any exchange or refund, the original products received by you must be returned in its orginal packaging including the packaging, boxes, tags, labels, warranty card, etc. Please ensure that the returned products is packaged properly before delivering. The products are your responsibility until they have reached our warehouse. Superbuy is not responsible for any returned products which are damaged. Upon receiving the returned products, Superbuy will inspect and investigate on the returned products. If the products received are damage, faulty, defective, not the same as the original products, fake, duplicated, missing items, and/or without the original packaging, we will not process the exchange or refund.

 

3.5 Returns can be made via courier or through our retail store. 

  • 3.5(a) For courier returns...
    Products must be sent back to us only via reliable and traceable shipping methods within 7 days after reporting to our customer service. Superbuy will not be responsible for refunding any untraceable packaged products. All return shipping costs will be borned by the purchaser of the product.
  • 3.5(b) For retail store returns...
    It is compulsory to inform our customer service ahead before sending the return items to our retail store. Superbuy & Touchpoint do not accept walk-in returns and reserves the rights to reject your returns. All returned products must be delivered to the below store address : 

 

TouchPoint (Superbuy Retail Outlet)
No.4, Jalan Puteri 2/2,
Bandar Puteri,
Puchong 47100, Selangor.

 

3.6. If you attempt to return an item which does not fulfil Clause 3.1 and/or 3.2, the product will be shipped back to you, and you will be charged of the shipping cost for sending it to us.

 

4.0 What To Do After Receving Your Order 
Upon receiving your order, please open and inspect all products 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 on the same day. Please have the delivery driver to make a note if the package they'd deliver shows signs of damage before signing it. 

 

5.0 Refund Policy

5.1 Refunds will be made for the cost of the product that was paid. Superbuy does not refund any shipping and handling charges that was made initially by the purchaser. 
Superbuy will NOT accept any return of products as described in Clause 3.4. If you return products in used condition, you will be responsible for the cost to have them shipped back to you. 

 

5.2 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 be issued to the original card.
  • Purchase made with Superpoints and/or Superbuy E-Voucher/Gift Card, Superpoints will be credited back to your Superbuy account, whereas a new E-Voucher/Gift Card code will be e-mail to your personal e-mail.


5.3 Once we received your return package, your refund will be processed within 7-14 working days. Please allow another 2-4 working days for the credit to be posted 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. 
 

6.0 International Orders
All international orders are considered final by Superbuy and is not applicable to Superbuy return and exchange policy.

 

7.0 Uncollected / Bounced Parcels 
7.1 If you failed to receive your order parcel, please check with the courier service that was supposed to deliver your order parcel from the tracking order no. given to you. Your parcel may be kept at the courier service centre near you. Please collect your parcel at the indicated time stated by the courier service. In any case that the order parcel is uncollected from the courier service centre, the order parcel will be sent back to us.

 

7.2 For any uncollected order parcels returned to us, we will contact the purchaser via e-mail or phone call. However, for any further arrangements to deliver your order parcel again, you will be charged of the additional delivery costs. You may collect your returned order parcels from our retail store (address as indicated in Clause 3.5b) without any charge. Please ensure that you had informed our customer service one(1) day before your collection. Superbuy & Touchpoint do not accept walk-in collections and reserves the rights to reject your collection requests.

 

7.3 Regardless of any reason provided by the purchaser, for any uncollected returned order parcels within thirty(30) days from the date that our customer service has contacted the purchaser, your order will be terminated and no refunds or parcel collection requests will be entertained.

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