Refund Policy

 

Customer Commitment

At SuperBox Store USA, we are committed to providing genuine products, responsive customer support, and a transparent after-sales experience.

This policy explains our return eligibility requirements, return shipping responsibilities, refund process, and limited warranty coverage.

1. 30-Day Return Period

Return requests must be submitted within 30 days of the delivery date shown in the carrier’s tracking information.

Products purchased directly from superboxstoreusa.com may qualify for return when the requirements in this policy are met.

To qualify for a return:

• The return request must be submitted within 30 days of delivery.

• The product must be returned in its original condition without damage, misuse, or unauthorized modification.

• All original packaging, manuals, remotes, power adapters, cables, accessories, and included items must be returned.

• A valid order number or proof of purchase from superboxstoreusa.com must be provided.

• The customer must receive return authorization before shipping the product.

Returns that do not meet these requirements may be rejected or may qualify for a reduced refund based on the product’s condition and missing components.

2. Return Restrictions

A return may be rejected under the following circumstances:

• The return request is submitted more than 30 days after delivery.

• The product shows damage caused by misuse, accidents, drops, liquid exposure, improper installation, or unauthorized modification.

• The product has been altered, repaired, or disassembled by an unauthorized party.

• The product is returned without required accessories or included components.

• The serial number, MAC address, or other identifying information has been removed, altered, or cannot be verified.

• The product was not purchased from superboxstoreusa.com.

• The product is shipped back without prior return authorization.

Products purchased from another retailer must be returned to the original seller and are not covered by this return policy.

3. How to Request a Return

All return requests must be reviewed and authorized before a product is shipped back.

To request a return, email:

support@superboxstoreusa.com

Please include:

• Your order number

• The purchaser’s name

• The reason for the return

• The product model

• The device MAC address, when requested

• Photos or videos showing the product’s current condition

• Photos or videos showing any reported damage or malfunction

• Photos of the original packaging and included accessories

Our customer support team will review the request and provide the appropriate next steps.

If the return is approved, we will provide:

• Return authorization

• Return instructions

• The approved return address

• Any additional information required for the return

Do not ship a product back before receiving return authorization. Unauthorized returns may be rejected, returned to the sender, or experience processing delays.

4. Authorized Return Address

Approved returns may be directed to:

SuperBox Store USA
381 S Brea Canyon Road
Walnut, CA 91789
United States

This address must not be used until return authorization has been issued. Customers must follow the return instructions provided by our support team.

We are not responsible for products returned to an incorrect address or shipped without authorization.

5. Product Condition Verification

Customers may be required to provide photographs or videos showing:

• The condition of the product

• The product serial number or MAC address

• The original packaging

• Included accessories and components

• Any reported damage or malfunction

Before shipping a return, we recommend taking clear photographs or a video of the product, accessories, packaging, and sealed shipping box for your records.

All returned products are subject to inspection after arrival.

6. Return Shipping Responsibility

Returns for Personal Reasons

The customer is responsible for return shipping costs when the return is requested for a personal reason, including:

• Change of mind

• No longer needed

• Ordered by mistake

• Personal preference

• Choosing a different model

Customers should use a trackable and insured shipping service. Proof of shipment and tracking information should be retained until the return and refund process is complete.

We are not responsible for unauthorized returns or return packages lost or damaged while being shipped by the customer.

Returns Caused by Our Error or an Eligible Product Issue

SuperBox Store USA will be responsible for eligible return shipping costs when the return is caused by:

• An incorrect product shipped by us

• A product that arrived damaged

• A verified product defect covered by our limited warranty

• Another confirmed fulfillment error caused by us

Customers must contact us before returning the product. We may provide a prepaid return label or another approved return-shipping solution after reviewing the case.

7. No Restocking Fee

We do not charge a restocking fee or return-processing fee for an approved return.

For personal-reason returns, the customer remains responsible for the return shipping cost.

Missing components, damaged packaging, or a product returned in a condition different from the condition documented when the return was approved may affect refund eligibility or the refund amount.

8. Refund Processing

After an authorized return is delivered to us:

1. We will inspect the product, packaging, accessories, serial number, and overall return condition.

2. We will notify the customer if the return is approved or if additional information is required.

3. Approved refunds will normally be issued within 1–5 business days after inspection.

4. Refunds will be sent to the original payment method used for the order.

After we issue the refund, the bank, card issuer, PayPal, or other payment provider may require additional time to post the funds to the customer’s account.

We cannot control processing times imposed by financial institutions or payment providers.

9. Original and Upgraded Shipping Charges

Standard shipping is normally provided free of charge.

Fees paid for optional expedited or upgraded shipping services are non-refundable when the return is requested for a personal reason.

Eligible original shipping charges may be refunded when the return is caused by an incorrect item, confirmed shipping damage, or another verified error caused by us.

10. Exchanges

Approved exchanges are subject to product availability.

Depending on the circumstances, we may:

• Replace the product with the same model

• Help the customer exchange it for another available model

• Issue a refund so the customer can place a new order

If the customer chooses a higher-priced product, the customer is responsible for the price difference. If the replacement product costs less, any eligible difference will be refunded to the original payment method.

11. Damaged or Incorrect Items

If an order arrives damaged or contains the wrong product, contact us as soon as possible at support@superboxstoreusa.com.

Please provide:

• Your order number

• Photographs of the shipping box

• Photographs of the shipping label

• Photographs or a video of the product

• A description of the issue

Keep the product, original packaging, accessories, and shipping materials until the review is complete.

12. One-Year Limited Warranty

SuperBox devices purchased directly from superboxstoreusa.com include a one-year limited warranty beginning on the delivery date.

Warranty Coverage

The limited warranty may cover:

• Manufacturing defects

• Eligible hardware malfunctions

• Technical issues not caused by misuse, accidental damage, unauthorized modification, or incompatible external equipment

Warranty Exclusions

The limited warranty does not cover:

• Accidental damage

• Drops, impact, crushing, or physical abuse

• Liquid, moisture, fire, or heat damage

• Misuse or improper operation

• Unauthorized repairs, modifications, or disassembly

• Damage caused by incompatible accessories or external equipment

• Cosmetic damage that does not affect normal operation

• Normal wear and tear

• Lost or stolen products

• Products purchased from another seller

• Products with removed or altered serial numbers or MAC addresses

Warranty Support

To request warranty assistance:

1. Email support@superboxstoreusa.com.

2. Provide your order number, product model, and MAC address.

3. Describe the issue and the troubleshooting steps already attempted.

4. Provide photographs or videos if requested.

We may provide troubleshooting assistance before authorizing a warranty return.

If the issue qualifies for warranty coverage, the available resolution may include repair assistance, replacement, or another appropriate solution based on the circumstances. Warranty remedies do not automatically include a refund after the 30-day return period.

13. Order Cancellations

To request an order cancellation, email support@superboxstoreusa.com as soon as possible.

We will make a reasonable effort to cancel the order if it has not entered fulfillment or shipped. Cancellation cannot be guaranteed after order processing has begun.

Once an order has shipped, it cannot be canceled. The customer must wait for delivery and request an eligible return under this policy.

Refusing delivery does not automatically qualify an order for a full refund. Any carrier charges or return costs may be deducted when permitted under this policy.

14. Payment Disputes and Refunds

If you have a concern about an order, contact us first at support@superboxstoreusa.com so we can review the matter and provide an appropriate solution.

If a payment dispute or chargeback is already open, the payment provider may control or delay the refund process. We will respond to the case according to the payment provider’s procedures.

Nothing in this section limits any rights available to customers under applicable law or the rules of their payment provider.

15. Contact Us

For return, refund, exchange, or warranty assistance, contact:

Email: support@superboxstoreusa.com
Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM Pacific Time

Messages received outside customer service hours will be reviewed on the next business day.

Thank you for choosing SuperBox Store USA.