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The customer received a damaged/wrong product
The customer received a damaged/wrong product

The order arrived, but that's not what they have expected

Alina avatar
Written by Alina
Updated over a week ago

In case you or your customer receive a wrong or damaged item, we will happily provide a replacement or refund, based on the desired solution. In order for us to approve a refund/replacement, please contact our customer support team and send a photograph and a brief explanation of the problem. We will review the request and notify you of the approval or rejection of a replacement/refund.

If your claim gets approved, and you require a replacement, we will have a new order shipped to you within 5 business days. In case you request a refund, a credit will be automatically applied to your Supliful profile or the original method of payment if requested separately.

Please note that the claim must be submitted within 30 days after the product has been received.


Supliful will not replace a produced product, grant a refund, or credit your account in case of:

  • Buyer’s remorse. Refunds or product exchanges are to be offered at your expense and discretion. If you choose to accept returns or offer size exchanges to your end customers, you would need to place a new order at your own expense.

  • Order is refused by customs due to the product being restricted in the country of the recipient.

  • The end customer did not pay the customs tax and the order was returned to us.


If you haven’t received a refund yet, first, check your Supliful profile under the My Products tab - we might have refunded with credits.
If you have requested a refund to your original payment method, please check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact our customer support team right away.

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