Returns & Refunds

Refund & Return Policy

We have prepared this Refund & Return Policy to outline our practices regarding the methods through which you may request a refund, return, or product change, where applicable, specifically for customized items.

Order Modification & Cancellation Window
Since customized products are tailored to your specifications, you have 12 hours from the time of order placement to request modifications (e.g., size edits) or cancellations. After this period, exchanges or replacements are only accepted in cases of damaged/defective items. For issues related to incorrect sizing or styles due to customer selection errors, if you wish to order a replacement, we will support you by offering a 20% discount code (excluding shipping fees). We sincerely appreciate your understanding and cooperation.

Policy Validity Period
Our policy is valid for 30 days from the date of signing for express delivery. If 30 days have elapsed since your purchase, we regret that we cannot offer a refund or exchange. We accept returns for any customized products purchased, regardless of quantity, provided they meet the eligibility criteria outlined below.

Return Eligibility
To qualify for a return, your item(s) must be unused and in the same condition as received, with all original packaging intact. A receipt or proof of purchase is required to complete your return.

RETURNS (IF APPLICABLE)

If you receive an item that does not match your ordered specifications (e.g., wrong size or style), we apologize for the inconvenience. Please contact us immediately at business@usupermall.com to obtain a return authorization and shipping address. We will gladly replace the item as requested.
Note: Customers are responsible for covering the return shipping costs to our warehouse.

REFUNDS (IF APPLICABLE)

For damaged or defective items, once your return is received and inspected, we will notify you via email to confirm receipt and inform you of the refund approval or rejection status. If approved, your refund will be processed, and the credit will be automatically applied to your credit card or original payment method within 30 days.

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you have not received your refund:

1. Double-check your bank account.
2. Contact your credit card company—refunds may take time to post officially.
3. Reach out to your bank, as processing delays can occur.
   If the issue persists after these steps, please contact us at business@usupermall.comfor assistance.

EXCHANGES (IF APPLICABLE)

We only replace items if they are defective or damaged. To request an exchange for the same item, email us at business@usupermall.com with your order details and a description of the issue.

ZHENTONG TRADING CO., LIMITED
Address: ROOM 09, 27/F, HO KING COMMERCIAL CENTRE, 2-16 FA YUEN STREET, MONGKOK, KOWLOON, HK
E-Mail: business@usupermall.com

 

Key Customized Product Notes:

• Customized items are non-refundable for non-quality issues (e.g., size/style preferences).
• Production begins promptly after order confirmation; modifications are time-sensitive.
• For disputes, visual evidence (e.g., photos) is required to validate claims.

We strive to ensure your satisfaction—please review specifications carefully before ordering and reach out with any questions. Thank you for choosing our customized services!