How to Request a Return or Exchange on Superbuy

Describe the difference you can demonstrate.

Open the order record beside the original listing and warehouse photos. Compare the ordered colour, size, model, quantity and included parts. State the discrepancy in one sentence: for example, the size label differs from the selected option, or the listed detachable strap is missing.

A folded photograph may leave a feature unclear without proving that it is missing. Request the view that resolves that uncertainty. A material-performance complaint can require different evidence from a wrong-size label; do not expect an ordinary picture to establish every property.

Before sending a parcel overseas, keep any unresolved return question with the order. A warehouse item, a dispatched international parcel and an item already received abroad are different situations. Explain which one applies rather than asking for a general refund promise.

Confirm the deadline, trigger and eligible service.

Superbuy’s published terms refer readers to its return/refund and after-sales procedures. Use the current terms attached to the order and obtain clarification where the seller’s conditions, an agent service or a special item differs. This guide does not assign one return period to every product.

Ask what starts the clock: purchase, warehouse arrival or another event stated for that order. Record the deadline with its timezone and ask whether submitting a request or completing a return must happen by then. Warehouse storage time is a separate issue and cannot be used as a return window.

If you bought the item yourself and used parcel forwarding, say so. The forwarding guide distinguishes that service from shopping-agent purchasing. Do not assume that the same seller-contact or return-handling process applies to both.

Official references: Superbuy Terms of Service · Superbuy Help Center · Superbuy parcel-forwarding guide

Prepare the request before agreeing to the costs.

Choose the outcome you are asking about: return for a refund, replacement with the correct option, or another proposed resolution. Send the order number, listing evidence and the relevant image. Ask the agent to confirm eligibility and the next step through the current order-support channel.

Keep the seller’s reply and any proposed charges together. An exchange may involve another stock check and another shipment inside China. Compare the confirmed cost and waiting time with a return before accepting an option. No decision should rely on an assumed free exchange.

Reconcile the refund as a set of entries.

Record the original item payment, approved product refund, domestic delivery and any confirmed handling charges separately. Keep optional services as their own entries. A net amount can look incorrect when you compare it only with the headline item price.

Save the approval and the actual credit or refund transaction, including currency and date. If they differ, ask about that named entry rather than assuming all costs should return at once. Confirm the payout method and timing for your order with support; this article has no access to your balance or payment account.