teléfono  (+44) 208 068 4313

CANCELLATIONS AND RETURNS

BEFORE RECEIVING YOUR ORDER (CANCELLATIONS)

 

Can my order be modified after placing it?

You can change your order at any time, provided that it is not currently being prepared in our warehouse. If the order has already been passed to our warehouses, any requested modification will be treated as a return and the customer must pay the corresponding freight.

Please contact us through this form indicating the information that you would like to modify.

 

Can I cancel my order?

You can cancel your order at any time, as long as it has not yet been labeled or prepared for shipment in our warehouse in Spain. Once in preparation, the order can not be canceled and customer must receive it first to be able to process the return in case you do not want to keep the products.

To cancel your order you have to contact us through this form during office hours. Any cancellation request made by customer outside office hours from Monday to Friday (9:00 a.m. to 6:00 p.m. Central European Time) will be processed on the following business day.

The cancellation will only be effective at the moment you receive the confirmation of cancellation from SuperStudio.

We will cancel your order and proceed to refund the amount paid.

If your order has already left our warehouse, the cancellation will be managed as a refund (see “Returns” section). In this case, we will process the collection of the material and the transport costs will be deducted from the amount to be refunded.

AFTER RECEIVING YOUR ORDER (RETURNS)

You will be delighted with the SuperStudio products. Should you however wish to return the products, you can do so within a period of 14 calendar days.

 

Withdrawal

The period starts to run from the date you received your order. To request a return, please follow the steps indicated below in "Return Process". We will process the collection of your products and will refund the cost of each product, except for the transport costs.

You must keep the original packaging in perfect condition. Returns of products that have been handled or used, will not be accepted.

After having received and checked the product in our facilities, we will make the corresponding payment in the same payment method as used for the purchase.

 

If you want to execute your right of withdrawal, please fill in this form.

 

Damaged, faulty or wrong products

If there has been an error in your order from SuperStudio, you can claim within 14 calendar days, keeping the original packacing of the product in perfect condition and contacting us by using this form. Photographs of the original packaging, the damage of the product and all the external labels on the box have to be provided. Without these photographs we will not be able to process the incidence.

In case of damage caused during transport, you have a period of 24 hours to notify the After Sales department of any damage. In addition, you need to indicate the damage on the delivery note of the transport company.

The replacement of the damaged or faulty product, or the correction of an error in the order on our part, will not incur in any additional costs for the customer.

Under no circumstance customer should return the goods to SuperStudio by his own means. SuperStudio is not to be held responsible if customer returns the goods by his own means.

The products to be returned have to be packed in their original packaging. If you use any other box and the products are damaged during transport due to fact that the packaging is not appropriate, SuperStudio reserves the right to refuse making the refund.

For more information, please read our Terms of Use with regard to returns and refunds. Refunds can take up to 28 working days to be received, from the moment of processing the return.

RETURN PROCESS

STEP 1

Returns can be requested through this form.

Please do not forget to add photographs of the product (in case of a damaged or faulty product, the damage must be clearly visible) as well as the packaging, including all labels on the outside of the box. Remember that the product must not have been assembled.

STEP 2

We will contact the transport company to collect the product you want to return. Under no circumstance, customer must return the goods by his own means. SuperStudio cannot be held responsible for goods that customer has returned by his own means.

No return will be made without the prior receipt of the form and response to the request by SuperStudio confirming that this return will be processed.

STEP 3Once we have received the product in its original packaging, after inspection of the material, we will refund the amount of the product, except for the transport costs. SuperStudio reserves the right to refuse the return if customer has not complied with any of the processes described here.

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