Return & Refund Policy

SUPCLEANING™ is owned and operated by Shenzhen Shengdatengyue Technology Co., Ltd. | Legal Representative: Bai Yunna
Business Address: Unit 101, Building 2, No. 38 Gaoling Village, Tangkeng Community, Biling Subdistrict, Pingshan District, Shenzhen City | Customer Support Email: service@supcleaning.com

Our Return Standard

We want customers to have a clear procedure when a product needs to be returned.

This policy explains the return period, eligibility requirements, return request process, return destination procedure, transportation responsibility, damaged or incorrect product handling, and refund timeline.

30-Day Return Period

Eligible products may be returned within 30 calendar days after delivery.

The 30-day period begins on the date the order is recorded as delivered to the customer or authorized recipient.

Customers are encouraged to inspect products promptly after delivery.

Eligibility for Standard Returns

For an ordinary preference-based return, an item should generally be:

• unused;

• clean;

• unaltered;

• free from deliberate damage;

• complete with essential components;

• and accompanied by original packaging where reasonably available.

A returned product should be in a condition that allows us to reasonably confirm its identity and condition.

Ordinary wear caused only by reasonable inspection will be assessed fairly.

Items That May Not Qualify for a Preference-Based Return

A standard preference-based return may be declined where a product:

• has been materially used beyond reasonable inspection;

• has been altered or intentionally damaged;

• is missing essential components due to the customer's actions;

• presents a hygiene or safety concern after use where applicable;

• was clearly identified before ordering as customized or personalized;

• or otherwise falls within a lawful non-returnable category disclosed before ordering.

These restrictions do not automatically remove rights that may apply when an item is genuinely damaged, defective, incorrectly supplied, or materially different from its description.

How to Request a Return

Before returning any item, contact:

service@supcleaning.com

Include:

1. your order number;

2. the item you wish to return;

3. the reason for the return;

4. photographs where relevant;

5. and any additional information reasonably needed to identify the issue.

Our customer service team normally reviews after-sales requests within 3 business days after sufficient information is received.

Return Authorization

Please wait for return instructions before sending merchandise.

A return request must first be reviewed so that the appropriate destination and handling procedure can be provided.

Sending a parcel without instructions may cause unnecessary routing problems or delays.

Return Address

Do not automatically return merchandise to our business registration address.

Our registration address identifies the legal operator of SUPCLEANING™ but may not be the facility responsible for receiving returned merchandise.

Depending on inventory location, product type, destination, or fulfillment arrangement, the correct return warehouse may be different.

Once a return has been approved, customer support will provide the relevant return address and instructions.

Preference-Based Returns

A preference-based return includes situations such as:

• changing your mind;

• ordering an unsuitable size or variation after receiving the correctly supplied item;

• no longer needing the product;

• or preferring another item when the delivered product matches the description and order.

For these returns, the customer is generally responsible for the return transportation cost.

We recommend using a trackable return service where available.

Damaged, Defective, Incorrect, or Materially Different Products

If a product arrives damaged, defective, incorrect, or materially inconsistent with its product description, contact us promptly.

We may ask for photographs or video when reasonably necessary to establish the issue.

After the issue is confirmed, we will provide an appropriate solution, which may include:

• replacement;

• refund;

• return instructions;

• or another reasonable resolution appropriate to the circumstances.

Where the confirmed issue resulted from an incorrect, defective, or materially damaged item supplied through our fulfillment process, the customer will not be required to bear additional return transportation costs caused by that issue.

Missing Components

If a product arrives without an expected component listed as included, please contact customer support.

We may arrange a replacement component, replacement product, refund, or other appropriate solution depending on availability and the nature of the issue.

Return Inspection

Returned items may be inspected after arrival at the designated return facility.

Inspection is intended to confirm:

• the identity of the returned item;

• its condition;

• the presence of essential components;

• and whether the return corresponds to the approved request.

We will not use minor packaging wear alone as an automatic reason to reject an otherwise eligible return.

Refund Timeline

After a refund is approved, completion is expected within 7–10 business days.

Where technically available, approved refunds are returned through the original transaction channel used for the order.

External processing systems may occasionally affect the exact date on which the returned amount becomes visible.

If more than 10 business days have passed after confirmation that a refund was approved, contact service@supcleaning.com with your order number.

Order Cancellation

Customers wishing to cancel or modify an order should contact us as soon as possible and before dispatch.

We will make reasonable efforts to assist.

Once warehouse preparation or dispatch has progressed beyond the point where changes are technically possible, cancellation cannot be guaranteed.

Where cancellation is no longer possible, an eligible product may still qualify for the 30-day return procedure after delivery.

Fair Handling

We do not intend this policy to shift responsibility for our fulfillment errors to customers.

Likewise, customers are expected to provide truthful information and return the actual product associated with the approved request.

Each request is reviewed according to the relevant facts and this policy.