1. It is not available to applyfor refund within 12 hours after your order submitted on the event day.
According to Tmall andTaobao rules of the Double 12 Shopping Festival, the refund function for allmerchants will be closed on December 12 (00:00:00 – 23:59:59). Therefore, userswho submit orders on the day will not be able to apply for refund once theorder status turns “Purchased Order ”. In case of refund needs, we will handle themafter the first 24 hours.
2. About the time needed for purchase
On December 12, our purchase team will keep working around the clock to serve users. However,due to the surge of orders, the time needed for purchase will still be extendedto 4 hours. Lead time for express orders will be 1 hour. Orders submittedbetween 23:00 and 24:00 may see price changes due to the time lag betweenordering and the actual purchase. If you have stricter requirement for time, wesuggest you choose our speedy purchase (express order) service.
We promise that, for all speedy purchase orders,Superbuy will refund you in 7 days after the Double 12 event if we fail torespond to your order within the time limitation:
Express orders paid before 0:00 of December 12 willbegin processing at 0:00;
Express orders paid on December 12 will be respondedwithin 2 hours of the payment.
3. Coupons and Tmall shopping allowance are notavailable for purchases.
Due to quantity limits of coupons and shoppingallowance for every ID on Taobao and Tmall, our purchasingagents could not use coupons and shopping allowance to deduct yourpayment. Thank you for your understanding!
4. About limited salesand flash sales:
If you need to buy products during limitedsales or flash sales, our purchasers will try their best to get the items foryou. However, we can not guarantee success. To increasethe chance of purchase, we suggest you place the order 1-2 days inadvance, so that our purchaser can highlight your order and make priorpreparations.
5. About pre-sales
For pre-sale products(those need payment by installments), we suggest you to pay the price in full 1– 2 days in advance, so that our purchaser can highlight your orders and makeprior preparations. If the actual price we pay is lower than your payment, wewill refund the difference to your Superbuy account.
Note: According to the rules of Taobao and Tmall, pre-sale orders arenot available for cancellation, unconditional return, modification of colors,sizes, etc. Please check your order details carefully before placing the order.
6 . Aboutcustom-made products
During the Double 12 ShoppingFestival, custom-made products are not available for unconditionalreturn/exchange. If you have reached consensus with the seller, please tell usyour Aliwangwang ID or relevant contact information in advance so as to avoiddelayed processing.
7. Aboutafter-sales lead time:
Affected by the hugeamount of orders, handling of after-sales assignments including orderenquiries, expert sourcing and return/exchange applications submitted onDecember 11 (6:00 p.m.) – December 13 will be postponed till 9:00 a.m. ofDecember 13. After-sales applications submitted during the period will behandled within 48 hours after the service resumes. Due to the foreseeablelogistics pressure throughout the country, return/exchange request is going totake longer. Thank you for your understanding!
8. Aboutdispatch lead time:
Affected by largeorder volume and logistics pressure during the Double 12 event, it is expectedthat it will take longer for the seller to dispatch your products. The timeneeded for warehouse stock-in will be extended from 24 hours to 48 hours onDecember 10 – 14.
