Last updated September 2026
At Supgap, we want you to shop with confidence. Because we act as your purchasing agent in China, refund eligibility depends on which stage your order has reached. Please read the policy below carefully.
1. Before We Purchase (Order Not Yet Placed)
If your order has not yet been purchased from the seller, you may cancel it at any time for a full refund of the item cost and service fee, returned to your original payment method or Supgap balance.
2. After Purchase, Before International Shipping
Once we have purchased an item on your behalf, the order is bound by the seller's own return policy: • If the seller accepts returns (most Taobao/Tmall sellers offer 7-day returns), we will return the item to the seller and refund the item cost once the seller confirms receipt. Domestic return shipping fees may apply. • If the item is out of stock or the seller fails to ship, you will receive a full refund automatically. • Custom-made, pre-sale, clearance or final-sale items may not be returnable — this is shown by the seller and outside Supgap's control. The service fee is refundable only if the refund is caused by the seller (e.g. out of stock) or by Supgap. If you cancel for personal reasons after purchase, the service fee may be retained to cover processing costs.
3. QC Inspection Stage
If the QC photos we send you reveal a problem — wrong item, wrong size or color, visible damage — contact us within 7 days of receiving the photos. We will negotiate an exchange or return with the seller before international shipment at no extra service cost to you.
4. After International Shipment
Once your parcel has been shipped internationally: • We cannot accept returns or refunds for change of mind. • If your parcel is lost in transit, we will file a claim with the carrier and compensate you according to the carrier's confirmed compensation. We strongly recommend purchasing shipping insurance for high-value orders. • If items arrive damaged, contact us within 7 days of delivery with photos of the parcel, packaging and items. We will assist with the carrier claim. • Parcels seized, returned or destroyed by customs due to prohibited or restricted items are not refundable. Please check our prohibited items list and your local import rules before ordering.
5. Non-Refundable Situations
• Items that match the seller's description but are no longer wanted. • Minor differences in color caused by screen display or lighting. • Delays caused by customs inspection, weather, holidays or carrier issues. • Customs duties or import taxes charged by your country — these are the buyer's responsibility.
6. Refund Method & Timeline
Approved refunds are issued to your Supgap balance within 1–3 business days, or to your original payment method within 7–15 business days depending on your bank or payment provider.
7. How to Request a Refund
Contact us at [email protected] with your order number and reason for refund, or message us in our Discord community. We respond within 24 hours on business days.