Refund policy

Return & Refund Policy - UrSuperMart.com

Thank you for shopping with us. We appreciate the opportunity to serve you.

Our Fulfillment Model

We are a direct-to-customer fulfillment business, which means products are shipped directly from our suppliers to our customers.

Return Policy Overview

We have a 14-day return policy for defective items and a 7-day return policy for clothing items, which means you have that many days after receiving your order to request a return.

Return Eligibility Requirements

General Products (14-Day Return Window)

To be eligible for a return, your item must be:

• In the same condition that you received it
• Unworn or unused
• With all original tags attached
• In its original undamaged packaging
• Defective, damaged, or significantly different from its described condition

Clothing Items (7-Day Return Window)

You can return any clothing item within 7 days of receiving your order, provided that:

• Items are unworn and unwashed
• All original tags are attached
• All packaging materials are returned along with the item
• The item is in its original condition and packaging

How to Start a Return

Step 1: Contact Us

Email us at support@ursupermart.com 

In your email, write in the subject line: RETURN - (full item name)

Step 2: Provide Required Information

In the email body, please provide:

• Your order number
• Date of purchase
• Full name
• Shipping address
• Good phone number to contact you
• Reason for return with clear description of the defect or issue

Step 3: Wait for Confirmation

Once we receive your return notification, you will receive a confirmation receipt from support@ursupermart.com.

Step 4: Receive Return Instructions

If your return is accepted, we'll send you return instructions via email on how and where to send your package.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and resolve it.

You can email us at support@ursupermart.com 

Required Photo Documentation for Damaged Items

To process your damage claim efficiently, please provide clear, well-lit photos that include:

• Full package exterior: Photos from all angles (front, back, sides, top, bottom) showing the outer shipping box
• Shipping label: A clear, fully readable photo of the complete package label including tracking number and address information
• Outer box damage: Close-up images of any visible damage to the exterior packaging
• Inner packaging: Photos of the inner box or shipping container showing how the item was packed
• Damaged item: Clear images of the actual product damage from multiple angles

Photo Quality Requirements: All photos must be clear, in focus, and properly lit to show damage details. Blurry or dark photos will not be accepted and will delay claim processing.

Carrier Damage Claims

We handle all carrier damage claims internally. You do not need to file a claim with USPS. We will manage the carrier claim process and provide you with a replacement or refund at no cost to you.

Photo Documentation Required.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

• Perishable goods (such as food, flowers, or plants)
• Clearance and sale items (products in clearance sections)
• Custom products (special orders or personalized items)
• Personal care goods (beauty products)
• Hazardous materials, flammable liquids, or gases
• Items from the "Free Gifts for Everyone: Holiday Jewelry Collection" (final sale)
• Items purchased with any sort of discount (considered final sale)

Hygiene and Safety Items

For hygiene reasons, the following items cannot be returned unless faulty:

• All underwear garments
• Swimwear
• Earrings

Please contact us at support@ursupermart.com if you have questions or concerns about your specific item.

Restocking Policy

At UrSuperMart, we strive to provide a smooth shopping experience. Please note that this Restocking Policy goes into effect as soon as an order is placed.

In certain cases, if a return or cancellation is approved, a restocking fee of up to 22% may be applied. This fee helps cover processing, handling, and repackaging costs.

When Restocking Fees Apply

Restocking fees are applied on a case-by-case basis at our sole discretion. Factors we may consider include:

• The nature of the product
• Condition of the return
• Timing of the request
• Reason for the return
• Whether the return was due to customer error

We recommend carefully reviewing all product details and verifying your order before completing checkout. If you have any questions, contact our support team before placing your order.

Shipping Cost Deductions

If you return an item for a refund, the original $12.95 shipping cost will be deducted from your refund amount. Since shipping was waived at checkout, this cost must be recovered when processing returns.

Exceptions

The shipping fee will not be deducted if the return is due to:

• Defective or damaged items received
• Incorrect items shipped
• Merchant error in order fulfillment

In these cases, you will receive a full refund and we will cover all return shipping costs.

Exchanges

At this time, we do not accept exchanges. If you need a different size, color, or product, please place a new order and return the unwanted item following our return process.

Refunds

Refund Processing

After the inspection is complete, you'll receive an email from support@ursupermart.com letting you know whether your refund has been approved.

Refund Calculations

If the item is found to be undamaged and in working condition, a partial refund may be issued. The refund amount will be calculated by subtracting:

• The original shipping cost ($12.95)
• Any applicable restocking fees (up to 22%)
• Any applicable processing or transaction fees
• Any additional fees incurred may also be deducted at our discretion

Refund Methods

Store Credit (Default): Refunds will be issued in the form of store credit by default. Store credit can be used for future purchases on our website and never expires.

If your refund is approved, it will be automatically processed and you will receive store credit immediately after the approval.

Original Payment Method: You can request that your refund be submitted to the original payment method. This process can be completed within 10 business days. Please note, your bank or credit card company may take additional time to post the refund.

If more than 15 business days have passed since your refund was approved and you haven't received the funds, please contact us at support@ursupermart.com.

Full Refunds for Defective Items

For items returned due to defects, damage, or merchant error, you will receive a full refund including:

• Full purchase price
• Original shipping cost (not deducted)
• No restocking fees applied
• Prepaid return shipping label provided

Final Sale Policy

Free Gifts for Everyone – Holiday Jewelry Collection

All items in the "Free Gifts for Everyone: Holiday Jewelry Collection" are final sale.

• No returns, exchanges, or refunds will be issued for items from this collection
• Please review your selection carefully before completing your purchase
• This policy ensures fairness and allows us to offer exceptional seasonal value

Discount Items

Items that are purchased with any sort of discounts do not qualify for returns and are considered final sale items.

Contact us at support@ursupermart.com with any questions you might have.

Customs Policy

Some products sold on UrSuperMart.com may require clearance by U.S. Customs. Please note that the time required for customs clearance is beyond our control and may vary depending on the product and the authorities involved, as well as their manpower.

Orders pending customs clearance are not eligible for refunds or cancellations until the clearance process is complete.

For more information, please contact us at support@ursupermart.com.

International Shipping & Tariff Policy

Some products offered for sale by UrSuperMart may be shipped from locations outside of the United States. As a result, these products may be subject to import duties, tariffs, taxes, and other charges imposed by the destination country's customs authority.

UrSuperMart shall not be responsible for any import duties, tariffs, customs fees, taxes, or other charges incurred in connection with the delivery of products outside the United States. All such charges are the sole responsibility of the purchaser ("customer") and must be paid by the customer directly to the relevant customs authority or shipping provider as required.

UrSuperMart recommends that customers familiarize themselves with their country's customs policies and applicable import charges prior to completing a purchase. By placing an order with UrSuperMart, the customer acknowledges and agrees to bear any and all responsibility for payment of import duties, tariffs, and taxes that may be levied on international shipments.

Customer Responsibility

Customers are responsible for:

• Providing accurate shipping addresses at checkout
• Inspecting packages immediately upon delivery
• Reporting damage or defects within the return window
• Providing required photo documentation for damage claims
• Carefully reviewing product details before purchase
• Understanding and accepting our return policy before placing an order

Order Tracking

You can track your order here: Click here to track your order

Response Time

We work very hard to get your refund to you as quickly as possible. Our response time to your emails is 0-3 business days. Please see our contact and business hours information below.

Agreement to Policy

By placing an order on our website, you agree to this Return & Refund Policy.

Changes to Return and Refund Policy

We reserve the right to update or modify this return and refund policy at any time without prior notice. Any changes made to this policy will be reflected on this page, and we encourage you to review it periodically.

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Thank you for your understanding and support. We appreciate your business and look forward to serving you.