Return Policy

Last Updated:

At Superiortrue, we are committed to your satisfaction with our luxury watch packaging and shipping services. This Return Policy outlines the terms and conditions for returns, refunds, and service adjustments.

Service Satisfaction Guarantee

We stand behind the quality of our packaging and shipping services. If you are not completely satisfied with our services, we will work with you to resolve any issues and ensure your expectations are met.

Custom Packaging Returns

Due to the bespoke nature of our custom packaging services, the following policies apply:

  • Design phase: Full refund of deposit if you cancel before manufacturing begins
  • Manufacturing phase: No refunds once production has started, as materials are custom-ordered
  • Defective packaging: Full replacement or refund if packaging does not meet agreed specifications
  • Damaged packaging: Replacement provided if damage occurred during shipping to you
  • Design changes: Additional fees apply for modifications after production begins

Shipping Service Cancellations

Cancellation policies for our shipping services depend on the stage of the shipment:

  • Before pickup: Full refund of shipping fees if cancelled at least 24 hours before scheduled pickup
  • After pickup: Partial refund minus incurred costs for transportation, handling, and insurance
  • In transit: No refund, but we can redirect shipment to alternate destination for additional fee
  • Emergency cancellations: Contact us immediately for case-by-case evaluation

Damaged or Lost Shipments

If your watch shipment is damaged or lost during transit:

  • Report damage or loss within 48 hours of delivery or expected delivery date
  • Provide photographic evidence of damage to packaging and contents
  • Complete claim forms with detailed description of damage or loss
  • Insurance claim will be processed according to coverage terms
  • We will assist with all documentation and communication with insurance providers

Service Quality Issues

If you experience issues with our service quality:

  • Contact us within 7 days of service completion to report concerns
  • Provide specific details about the issue and how it affected your experience
  • We will investigate the matter and propose appropriate resolution
  • Resolutions may include service credits, partial refunds, or complimentary future services
  • Serious quality issues will be escalated to management for immediate attention

Refund Processing

When refunds are approved, the following process applies:

  • Refunds are processed within 5-10 business days of approval
  • Refunds are issued to the original payment method used for the service
  • Bank processing times may add 3-5 additional business days
  • You will receive email confirmation when refund is processed
  • Partial refunds reflect deductions for services rendered or costs incurred

Non-Refundable Items

The following items and services are non-refundable:

  • Consultation fees for design and logistics planning
  • Custom design work and prototyping costs
  • Insurance premiums once coverage period has begun
  • Customs duties, taxes, and government fees
  • Third-party service fees including carrier charges
  • Services that have been fully completed and delivered

Return Shipping for Packaging

If you need to return defective or incorrect packaging to us:

  • Contact us within 14 days of receiving the packaging
  • We will provide prepaid return shipping label for defective items
  • Package items securely in original or similar protective packaging
  • Include all components, accessories, and documentation
  • Replacement or refund will be processed upon receipt and inspection

Modification Requests

If you need to modify your service order:

  • Contact us as soon as possible to discuss changes
  • Modifications before service begins: Usually accommodated at no extra charge
  • Modifications during service: May incur additional fees depending on changes required
  • Shipping address changes: Possible if shipment has not yet departed
  • Packaging design changes: Subject to additional design and production fees

Dispute Resolution

If you are not satisfied with our resolution of a return or refund request:

  • Request escalation to senior management for review
  • Provide all relevant documentation and correspondence
  • We will conduct thorough investigation and respond within 5 business days
  • If resolution cannot be reached, refer to arbitration clause in Terms of Use

Exceptions and Special Cases

Special circumstances may warrant exceptions to this policy:

  • Force majeure events preventing service delivery
  • Regulatory changes affecting international shipping
  • Customer emergencies requiring immediate service changes
  • Errors or mistakes made by Superiortrue
  • Long-term client relationships with established service agreements

How to Initiate a Return

To start the return or refund process:

  • Contact our customer service team by phone or email
  • Provide your order number and detailed description of the issue
  • Include supporting documentation such as photos or tracking information
  • Our team will review your request and respond within 24-48 hours
  • Follow provided instructions for completing the return process

Customer Responsibilities

To ensure smooth processing of returns and refunds:

  • Report issues promptly within specified timeframes
  • Provide accurate and complete information about the problem
  • Cooperate with our investigation and provide requested documentation
  • Follow return instructions carefully to avoid delays
  • Maintain professional and respectful communication with our team

Policy Updates

We reserve the right to modify this Return Policy at any time. Changes will be posted on our website with an updated effective date. Your continued use of our services after changes constitutes acceptance of the modified policy.

Contact Information

For questions about returns or to initiate a return, please contact:

Superiortrue
5700 S DuSable Lake Shore Dr
Chicago, IL
Phone: +1 773-684-1414
Email: support@superiortrue.world