1. Return Policy & Guidelines

To maintain product safety, hygiene, and freshness standards, items purchased through eSuper cannot be returned once delivered and accepted, except under strict conditional circumstances:

• Damaged or Defective Items: The product delivered is physically damaged, defective, or past its expiration date upon arrival.
• Incorrect Fulfillment: The item delivered is significantly different from what was ordered (wrong item, size, or quantity).
• Tampered Packaging: The product packaging was unsealed or damaged prior to final delivery.

2. Non-Returnable Items (Final Sale)

To protect public health and consumer hygiene, certain product categories are strictly non-returnable once dispatched:

3. Return Reporting & Verification

All eligible return claims must follow our verification workflow:

• 24-Hour Reporting Window: Any issue regarding damaged or wrong items must be reported to customer support within 24 hours of delivery.
• Proof Required: Customers must provide clear photo or video evidence showing the outer package, shipping label, and specific item damage.
• Condition of Goods: Approved return items must remain unopened and unused in their original packaging with invoices intact.

4. Refund Policy & Settlement

Once a returned item is received, physically inspected, and approved by our quality control team, refunds are processed as follows:

5. Order Cancellation Policy

Orders may be canceled free of charge before entering the packing/dispatch process. Once dispatched, orders cannot be canceled or modified. eSuper reserves the right to cancel orders prior to delivery due to stock unavailability or payment verification failure, in which case a full refund will be issued.

6. Contact Customer Support

If you experience any issues with your order or wish to request a refund, our customer service hotline is available 24/7 to address your concerns. At eSuper, we are committed to providing you with the most convenient, hassle free shopping experience possible: