Thank you for visiting and shopping at supclean.us. Following are the terms and conditions that constitute our Shipping Policy.

Shipment processing time

All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email or telephone.

*Delivery delays can occasionally occur.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Refund policy

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at supclean.aftersales@gmail.com. After receiving info, place the item securely in its original packaging and include your proof of purchase, and mail your return to the return address.

Items sent back to us without first requesting a return will not be accepted.

If due to our reasons, the goods received are damaged or not correct, and the customer is not required to bear the shipping fee for this reason.

You can always contact us for any return question at supclean.aftersales@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method after 1- 2 days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

You can learn about our warranty policy here.

Warranty policy

Overview:

We provide 3 years warranty service. You may be entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure, Supclean is entitled to choose between providing you with a repair, replacement or refund.

Remedy:

In addition to any rights and remedies you may have under the local consumer law and any other applicable law, if your Supclean product becomes defective due to faulty materials or workmanship within a warranty period (defined below) from the date of purchase, we guarantee to:

- Replace or repair defective parts, free of charge (shipping and handling cost may be charged);
or
- Repair products free of charge;
or
- Replace the unit with a new or refurbished unit free of charge

Warranty period:

Coverage under this warranty is limited to the following time periods:

At least a period of 3 years from the date of purchase. The warranty period may be longer than 3 years according to the local consumer law

WHAT IS NOT COVERED?

- Worn out components such as battery of remote control, battery of safety pod, cleaning cloth and mop, filter, sponge filter, main brush, main brush cover, side brush, cleaning solution, squeegee.

- Malfunction or damage caused by commercial use or other not-home use.

- Malfunction or damage caused by home renovation debris/sand/dust, or other chemical/metal grains/ liquid.

- Malfunction or damage due to natural disasters such as floods, fires or lightning, etc.

- Malfunction or damage due to human negligence such as dropping the unit, immersing it in liquid, or improper voltage input by incorrect operations.

- Damage or failure caused by not following the Instruction Manual.

- Machine was damaged by foreign objects, substances or accidents.

- Machine has been used for rental purposes.

- Machine purchased from unauthorized dealers/resellers.

- Machine has been repaired or modified by any unauthorized parties

- Damage/failure caused by not using Supclean spare parts (not including remote control battery).

TO CONTACT NEATSVOR WARRANTY SUPPORT:

Please write us an email at:supclean.aftersales@gmail.com

- If you have any problem with our products, please visit here

- To make a claim you will need to provide your proof of purchase in the form of a valid receipt that displays the date and place of purchase.