What is the returns policy?
We hope you love your Supakit purchase, but if you need to make a return, we’re here to help. Please review our policy to ensure a smooth process.
How to Return an Item
- Log into your customer account at https://account.supakit.co. There's no password required — we'll email you a code to access your account.
- Select the order you’d like to return and click "Request Return" to submit your return request.
⚠️ Need Help with a Faulty or Incorrect Order?
In the unlikely event that you have received an incorrect, damaged, or faulty product, please contact our support team directly instead of using the regular returns process. We'll guide you through a special return procedure to quickly resolve your issue.
Returns Policy
We accept returns within 30 days of delivery. To be eligible, items must be:
- In unused, resellable condition, free of pet hair.
- Returned with all original packaging, including tags, instructions, and labels.
Custom items (e.g., engraved ID tags) are not eligible for return.
If you'd like to cancel your purchase of a digital item within 14 days of purchase, please contact our support team.
How To Mail Your Return
Once your return request is approved, we’ll email you shipping instructions.
As a small business we sadly aren't able to offer prepaid return shipping at this time. We ask you to arrange your own returns postage to whichever of our warehouses works best for you (we have two: one in Ohio, USA and the other in Northampton, UK). We hope that as we grow, one day we'll be able to absorb this cost for you.
When you mail your return, please be sure to obtain a tracking number and retain it until you’ve received your refund as we cannot be held responsible for returned items that are misplaced in transit.
Can I Exchange an Item?
We aren't able to process exchanges, but we’re happy to accept returns for a refund, so you can place a new order for the item you need.
To get started, log into your customer account to arrange a return for your original purchase. You can place a new order anytime, and we’ll process your refund as soon as we receive your return.
When Will My Refund Be Processed?
On receipt of the returned item(s), your refund will be credited to the payment method used to make the purchase. Please allow up to 7 business days for any returns to be processed by our warehouse, plus a maximum of 7 business days for the refund to be processed by your bank.
You will receive an email notification as soon as your refund is processed.
Returning Promotional / Discounted Items
If you made your purchase during a sale or promotion, you can still return your item(s) under our usual returns policy. However, the following additional conditions apply:
Discount codes: When you use a discount code on your order, the refund for any item you return will match the amount you paid after the discount is applied. This means the refund will be based on the discounted price, not the original price of the item.
Multi-item promotions: For promotions involving the purchase of multiple items to receive a discount (like "buy 1, get 1 half price"), the purchased items are treated as a single set. To receive a refund, you must return the entire set. If you return only part of the set, the refund will be calculated based on the price you paid for the returned item(s), minus the discount amount that was applied to the item(s) you are not returning.