Refund and Returns Policy

Thank you for choosing SUPXEN! We are committed to providing you with high-quality paddleboards and related products. To ensure a smooth shopping experience, please review our refund and returns policy below.

1. Return Conditions

We accept returns under the following conditions:

• Unused and Undamaged: The product must be in its original condition, unused, with intact packaging, including all accessories, tags, and original packaging.
• Time Limit: Return requests must be submitted within 15 days from the date of product receipt.
• Quality Issues: If the product has manufacturing defects or is damaged upon receipt, please contact us within 30 days of receiving the product.

2. Non-Returnable Items

The following situations are not eligible for returns or refunds:

• Returns due to personal reasons (e.g., dislike of color or size) that are not related to quality issues.
• Products that have been used, damaged, or are missing original packaging, accessories, or tags.
• Orders beyond the 15-day return period.
• Promotional or clearance items (subject to order page specifications).

3. Return Process

To initiate a return, please follow these steps:

1. Contact Customer Service: Reach out to us via email (luo@horilux.com) or phone (+86 15013664194), providing your order number and reason for return.
2. Obtain Return Authorization: We will review your request and provide a Return Merchandise Authorization (RMA) number and return address.
3. Ship the Product: Securely package the product and ship it back using a trackable courier service. Return shipping costs are borne by the customer (except for quality issues).
4. Inspection and Refund: Upon receiving the return, we will inspect the product and process the refund within 5-7 business days. Refunds will be issued to the original payment method.

4. Returns for Quality Issues

If a product has manufacturing defects or is damaged during shipping, please contact us within 30 days of receipt, providing photos or videos of the issue. We will provide a free return shipping label or arrange for a replacement, subject to customer service communication.

5. Refund Processing Time

Refunds will be processed within 5-7 business days after we receive and inspect the returned product. The refund amount will be credited to the original payment method, with actual receipt time varying by payment platform (typically 3-10 business days).

6. Important Notes

• Ensure returned products are clean and undamaged, as this may affect refund eligibility.
• SUPXEN covers return shipping costs for quality-related issues; customers are responsible for shipping costs for other return reasons.
• International returns may incur additional customs duties or fees; please consult customer service before returning.

Contact Us

If you have any questions, please feel free to contact the SUPXEN customer service team:

Email: luo@horilux.com