teléfono  (+44) 208 068 4313

CANCELLATIONS AND RETURNS

BEFORE RECEIVING YOUR ORDER (CANCELLATIONS)

 

Can I change my order when I have already made 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.

Just contact us filling in this form indicating the information that you want to modify.

 

Can I cancel my order?

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

To cancel your order you need to contact us, using this form during office hours. All cancellation requests made by the 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 be effective when you will receive its confirmation from SuperStudio.

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

If your order has left our warehouse, the cancellation is managed as a refund (see “Returns” section). In this case, we will process the collection of your products and will refund the amount deducting transportation costs.

AFTER RECEIVING YOUR ORDER (RETURNS)

You will love SuperStudio products. If you still want to give them back after you receive them, you have a period of 14 calendar days to do that.

 

Withdrawal

The period begins to run from the date you received your order. To request a refund, follow the steps below in "Return Process". We will process the collection of your products and will refund the cost of each product. The customer will pay the cost of collecting the product.

You should keep the original packaging in perfect condition. We only accept returns of products not handled nor used.

After having received and checked the product, we will refund you the amount equal with the same payment method used for the purchase.

 

Defective or wrong products

If there was a mistake in your order form SuperStudio, you can make a complaint within 14 calendar days, by keeping package of the product in mint condition and by contacting us with this form with attached pictures of the original packaging, the defective product and all the packaging’s labels. Without these images we cannot proceed with the return process.

In case of damages during shipping, you have 24 hours to notify it to our After-sales service. You should also notify it on the delivery note carrier.

The replacement of a damaged product or the correction of an error made on our part will not incur any additional charges to the customer.

In any case the customer mustn't return the goods to SuperStudio on his own. SuperStudio is not to be held responsible for the goods if the customer returns them on his own.

The products must be returned in their original packaging. If you use another packaging and products are damaged during shipping because of a not suitable packaging, SuperStudio reserves the right not to refund the goods.

For more information, please read our Terms of Use concerning return and refund. Refunds can be late up to 28 working days after the return is proceed.

RETURN PROCESS

STEP 1

Ask for the return form through this form.

Do not forget to attach pictures of the product (in case of defective product, the defect must be visible) and pictures of packaging and all labels affixed thereto. Remember that the product must not have been mounted.

STEP 2

We will contact the carrier in order to collect the product you want to return. In any case, the client should not return the goods to Superstudio on his own. Superstudio is not responsible for the goods if the customer carries out on his own.

We won't accept any return without prior receipt of the form and reply to the request by SuperStudio confirming that we will carry out the execution of such a return.

STEP 3Once we receive the product in its original packaging, after inspection of the material, the product refund will be made, except for postage. SuperStudio reserves the right to refuse the return if there is any defect in the form from customer side in the process described here.

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