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.cn 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).
• The quick guide and spare parts (if any) etc. that came with the device have to be returned.
• Delete all personal data in the device (Factory reset condition).

The following items are not returnable:

• Accessories (pens and folios) need to be returned with the device and cannot be returned separately.
• Pens with engraving ordered with the device.

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, normally you are able to receive a refund within 15 working days from them after our acceptance confirmation of refund. We will process refund acceptance confirmation earliest possible. 

Warranty

Devices purchased from Supernote.com.cn include a 1-year warranty except for accessories.

Shipping

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

Shipping lead-time reference:

• DHL - normally 5-7 working days 

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

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 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.