Returns & Refunds

1. Return window and eligibility

You may request a return within 30 days of delivery. Eligible items must be in their original condition and include the device, remote, power accessories, manuals, promotional items, and original packaging. Proof of purchase from mysuperboxtvbox.com is required.

Products damaged by misuse, accidents, unauthorized modifications, or improper installation may be ineligible. These conditions do not affect any non-waivable consumer rights.

2. How to start a return

1. Contact sales@mysuperboxtvbox.com or WhatsApp +1 326-240-2000 within 30 days of delivery.
2. Provide your order number, model, reason for return, and relevant photos or video if requested.
3. Wait for approval, return instructions, and the correct return warehouse address.
4. Pack the complete product securely and ship it using the approved instructions.

Do not send items to the company’s registered address or any address not provided in your return authorization.

3. Return shipping and fees

For a change-of-mind return, the customer is responsible for return shipping unless our support team confirms otherwise in writing. For an item verified as damaged on arrival, defective, or incorrect because of our fulfillment error, we will arrange an appropriate remedy and cover reasonable required return shipping or supply a prepaid label where applicable.

We do not charge a restocking fee for eligible returns made in accordance with this policy. Original shipping or import charges paid directly to carriers or customs authorities may not be refundable, except where required by law.

4. Damaged, defective or incorrect items

Please report delivery damage, missing parts, or incorrect items as soon as you discover the issue. Keep all packaging and provide clear photos or video if requested. We may offer troubleshooting, a replacement, exchange, or refund as appropriate under our policies and applicable law.

5. Inspection and refunds

Once a returned item reaches the authorized return address, we will inspect it for eligibility. If approved, we will issue the refund to the original payment method. We aim to submit approved refunds within 5 business days after inspection; your bank or payment provider may require additional time to post the credit.

6. Exchanges and cancellations

Exchanges are subject to stock availability and approval. If you need to cancel or change an order, contact us as soon as possible. We will try to help before dispatch, but changes or cancellations cannot be guaranteed once fulfillment begins. Shipped orders must follow the return process after delivery.

For original shipping timeframes and international customs information, see our Shipping Policy.