What is your return policy and warranty?
15 Day Performance Guarantee
We are confident our products will meet and exceed customer expectations. If for whatever reason a customer isn’t satisfied, we offer a refund within 15 days of purchase.
With proof of purchase, you will receive a full refund, which shall be credited back to the original payment method, in the amount paid for the product you are returning.
If, within 15-days after delivery of your purchase from supsoo.com, you are not completely satisfied, please contact us. Email should include Order ID, Billing email address, Products that are to be returned and reasons for return. Please include original order receipt with the email for verification purposes. the customer must pay the return shipping. You must return the product to us in its original packaging and include all accessories. Once we receive the product in our warehouse, we will give you a refund for the returned product.
If you return a product purchased using a promotional discount, your refund will equal the amount you paid for the product.
If you are returning products within the return policy period that were purchased as part of a bundle, all products in the bundle (including any accessories, wires and attachments that accompanied each product) must be included in the return order to receive a full refund. For warranty related returns, please refer to the product warranty and contact customer service if the product warranty applies.
Supsoo will not refund any shipping charges (e.g., expedited shipping or overnight shipping charges) incurred by the customer, the customer shall bare the return shipment cost, Supsoo will cover the replacing shipment of sending back to you.
1 Year Warranty
Supsoo is responsible for defects in materials and workmanship for one year after date of original purchase. If the defect is Supsoo's responsibility (e.g., sound is lost in one side of the headphones), the customer will be furnished with a replacement unit.
After one year, all claims will be handled on a case-by-case basis at the discretion of Supsoo.
I’m not satisfied by the sound, fit, or style of the headphones. What are my options?
If you are within 15 days of receiving your headphones, we offer a return/refund.
Past 15 days, we can’t accept returns simply on the grounds of dissatisfaction with the product.
My headphones have lost sound on one side, or the sound has become crackling and distorted. What should I do?
Send us a note using the contact form, describing the problem with as much detail as possible. Including your order # (from the original confirmation email) always speeds things up. Pro tip: if your headphone has lost sound on one side, try a different cable - that will clarify if there's a problem with the cable, or the headphones themselves.
My headphones are physically damaged (e.g. snapped headband). What are my options?
In the case of physical damage, we offer our customers a 50% discount towards a brand new set of headphones. We consider most physical damage to be user-inflicted, but still help out our customers with a partial credit.
If you believe damage occurred due to a defective product, or the headphones have any other problems that aren't a result to misuse, we will certainly hear you out.
Regardless, the contact form is the best way to get the problem solved.
I have another issue that's not covered here.
The best way to reach us is through the contact form below. Please provide as much detail about your issue as possible. We are known for personalized, efficient support and look forward to helping you out.