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Return & Shipping Policy

Effective: May 24, 2021

We want you to be completely satisfied with your purchase, but understand that sometimes items need to be returned.

30-day return

We provide goods return within 30 calendar days upon goods receipt, including the package is opened. Only Supernote devices purchased from Supernote.com are acceptable for the 30-day return.

Please contact us at service@supernote.com if you decide to return and returns without our confirmation will be rejected with no responsibility at our end. You will be informed of reason(s) of return rejection without refund. Usually return rejection happens there are hardware damages or defects not mentioned when a return request is initiated.

For goods return:

The return item(s) must be in original packaging (box with bubble/sponge wrap to prevent damage).
Accessories including quick guide and spare parts (if any) etc. that came with the device.
Delete all personal data in the device (Factory reset condition).

The following items are not returnable:

Pens with laser engraving or customized items.

If no hardware defect issues, we will deduct the following return costs from your payment:

17% VAT will be imposed if returned to China manufacturing site: Once it returns, the Chinese government will add 17% VAT as import tax (= Unit price x 17%).
DHL pickup service cost: Approx. 60 to 80 USD depending on pickup areas or locations. The cost varies due to some status such as pandemic and DHL charges based on their actual situation. You may arrange delivery yourself if you do not need DHL pickup service.
Handling charges: documentation/restocking/payment platform etc. Approx. 20 to 30 USD.

Please understand that the above is based on experience and we have no intention to take advantage on any refund cases.

Refund

According to current payment platforms (PayPal and AsiaBill), normally you are able to receive a refund within 15 business days from them after our acceptance confirmation of refund. We will process refund acceptance confirmation earliest possible to above platforms.

Warranty

Devices purchased from Supernote.com include a 1-year warranty except for accessories. The period begins the day after delivery, based on the issuance date of shipping tracking number notification.

Shipping

We work with DHL and other carriers to ship to most countries and regions around the world.

Countries or regions available for delivery will be listed on the order input process of Supernote.com webpage. The list may be adjusted by specific reasons such as pandemic or other force majeure conditions.

Shipping lead-time reference:

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DHL - normally 5-7 working days
EMS - normally 10-20 working days

Please be noted that above are reference lead-time only without guarantee.

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Please reject receipt of package from carrier without signing if the packing or box is obviously damaged and please contact us for related issue with possible replacement.

Tax

There will be possible tariffs or taxes imposed by your local custom or government. Please check custom webpage or hotline at your end per product HS code of Supernote device: 8471309000 (manufacturing site is China). The import duty rate is upon local custom’s judgement. For example, the tax rate in the EU zone ranges from 13% to 25% per past experience.

The local carrier (DHL/FedEx etc.) will inform you of the actual tax amount and ways of payment. You may check the carrier official website for tax rate handling details.

So far below delivery countries/regions are tax free (as of May 2021):

United States (under 800 USD value of goods)
Australia (under 1000 AUD value of goods)
Hong Kong
Macao