Suplery Inc. Return policy

Policy and modification

This Return Policy, hereinafter referred to as "Policy", forms an integral part of the Suplery Terms of Service ("Terms"), and applies exclusively to purchases made via the Platform (as defined in Terms). All matters relating to returns, refunds, and cancellations connected to the purchase of products through the Platform are regulated by this Policy. Capitalized terms utilized herein, but not explicitly defined, shall possess the meanings assigned to them in the Terms, Privacy Policy, Brand Terms of Service, or Client Terms of Service, as applicable. The terms and conditions of all of the aforementioned documents are incorporated into this Policy by reference.

Suplery reserves the unilateral right to modify or amend this Policy at any time and for any reason within its sole discretion. We will notify you about any such changes by updating the "Last updated" date of this Policy, and you hereby waive any right to receive specific notice of each such change. You bear the responsibility to periodically review this Policy to stay informed of any updates.

In the event of any inconsistency or conflict between this Policy and any other Suplery policies, including the Terms, the provisions of this Policy shall prevail. By continuing to use the Platform and making purchases, you acknowledge and agree to be bound by this revised Policy. Your only recourse, if you disagree with this Policy or any changes we make to it, is to stop using the Platform and making purchases through it.

Return

Condition for return

Suplery accepts product returns within a 30-day window from the date of delivery. No returns will be entertained beyond this period. Acceptable returns comprise saleable, unopened, unmarked, unused items with original tags & seals, housed in their original packaging. Any promotional or complimentary items received with the purchase must also be returned.

Exceptions

Certain products are ineligible for return. Suplery will not accept returns of the following:

Customized products
Testers or sample items
Items sold as part of a bundle
Used items or items in less-than-perfect condition
Final sale items
Products not resalable as new
Sterile items, medicines, personal care products, and medical equipment if opened
Hazardous materials
Products restricted from returns by law
Any other items marked “no return” at Suplery's discretion.

Defective and damaged products

Any products received in a defective or damaged condition must be reported within 7 days of delivery. Failure to report within this timeframe will result in the product being considered delivered in satisfactory condition. Proof of damage or defect, in the form of clear, unambiguous photos or videos of the product and its packaging, is required from the buyer. Please, make sure that the products can be identified unambiguously.

Damaged package

As per our FOB shipping point delivery terms, the risk transfers to the buyer as soon as the goods leave Supplier’s premises. Therefore, the Client assumes responsibility for any damage that occurs during transit. The course of action in such cases will depend on the nature of the damage and whether delivery insurance was purchased. If you notice any damage to the package, please document it and contact our customer support team for assistance.

Wrong or missing product

If you receive an incorrect product or an excess product, or if any product from your order is missing, please report the issue within 7 days of delivery. If the issue is not reported within this period, the product will be considered delivered in satisfactory condition.

Return process

The process to return items must be initiated through the Platform within the timeframe stipulated in this policy. Multiple returns associated with a single order can be requested; however, the cumulative quantity of items being returned should not surpass the quantity initially ordered. If products arrive in distinct orders, they must be returned under separate requests.

During the initiation of a return, you are required to state the reason for the return. If there are multiple items for return with varying reasons, each reason should be clearly specified for each item. Supportive evidence for the return should be attached to your request.

Upon submission of a return request, the corresponding Supplier reviews the request. If necessary, the Supplier may seek additional evidence or clarification. If the return request is found to be in compliance with the Policy, the Supplier will approve it. The Supplier reserves the right to request the mailing of some or all of the items involved in the return request.

All return items must be shipped using the Suplery-provided shipping label within 3 business days of the final return approval. Returns sent without a Suplery-approved request will not be accepted, so please ensure you follow the return request procedure on the Platform. Please, ensure that you package the return carefully.

Once the returned items are received and evaluated by the Supplier, the refund or exchange will be processed.

Refund

Refunds will be processed using the original method of payment. Refunds will be initiated within 3 business days following the Supplier's evaluation and acceptance of the return.

The amount refunded will be the purchase price minus any shipping, insurance, or additional fees if any were applied to your order. By accepting this Policy, you acknowledge and agree that shipping, insurance, and other associated fees are non-refundable.

No refund or partial refund cases

You may be eligible for only a partial refund, or no refund, under the following circumstances:

Failure to provide evidence of damage or defects in the items
Failure to submit a return request within the period outlined in this Policy
Failure to ship the returned items within the timeframe specified in this Policy
Failure to return items that you were asked to mail back
The item you returned has damage that was not reported by you
The item you return was opened (in case of items that are not returnable after opening)
Return of an item marked “no return” on the Platform
Return of an item not specified in the return request associated with the shipping label used for the return.

Exchange

Please note that our platform does not support direct product exchanges. Nevertheless, in the event you are not entirely satisfied with your purchase, you may exercise your right to return the product in accordance with the prescribed period outlined in this policy. Subsequently, you are welcome to place an order for a new item.

Cancellation

You are allowed to cancel your order without any penalty if the cancellation is made before the order has been prepared for shipping. Once the order is packed for dispatch, it may not be possible to process a cancellation. All cancellation requests must be made exclusively through the Platform. Please note that the ability to cancel an order is subject to the order's status at the time of the cancellation request

Severability and consumer rights

If any clause or provision set forth in this Policy is determined to be illegal, invalid or unenforceable under present or future law, then, in that event, you understand and agree that the clause or provision so determined to be illegal, invalid or unenforceable shall be severable without affecting the enforceability of all remaining clauses or provisions.

Please be aware that this Policy does not impede any statutory rights that you possess as a consumer, including but not limited to rights associated with the purchase of faulty or misrepresented items.

Customer support

For any queries or further clarification concerning this Policy, you are encouraged to reach out to Suplery's customer service. Our dedicated team is here to assist you with any questions or concerns you may have regarding our return and refund processes.

In case you can not receive assistance with any questions, please, contact us at hello@suplery.com.