Answers to your most frequently asked questions
Please note that you are allowed to file for a refund only within 14 days of receiving the product. Any requests after this timeframe will be denied.
For items that have yet to be processed
You will be able to cancel your order on your side. To do so, select your dashboard on the SuperMom homepage > Orders > Select your order and click on ‘Cancel’
a. Check on your order status via the dashboard. Click on your name at the top right hand corner of the screen and click “Dashboard”.
b. Click “My Orders”
c. You will be redirected to the following page. Click on the order that you wish to cancel. Example, Order ID 41004. Note: You will only be able to cancel your order if the status is “Payment Completed”
d. You will be redirected to the following page. Click “Cancel”. You will be asked to provide reasons for the cancellation. Click “OK” once you are done.
e. Your order is cancelled. To check, you can click on the same order, click “View Invoice” and you will be able to see that it has been “Fully refunded”.
For items that have been processed
Please consult the merchant on matters regarding your eligibility for refunds. Do note that requests are subject to the merchant’s refund policies. You may request for a refund if the orders you have received are:
Wrong Fit (Change options e.g. size, color etc):
Please provide a screenshot of the item you have ordered and provide the image of the item you have received.
No longer want the item:
If you no longer want the item, please indicate the reason and and submit any supporting documents if any.
Defective or damaged item on arrival:
Please provide a photo image of the item you have received that shows the defective area and mark the area. Provide another close up photo image of the defect part if necessary.
Wrong Item Delivered
Provide a screenshot of your order and a photo image of the item that you have received.
Significantly different item (in size, color etc
Provide a screenshot of your order and a photo image of the item that you have received. If the item is different in size, please ensure the photo is taken with the item measured with a measuring tool.
You may follow these steps to contact the merchant directly regarding your refund request.
b. Select the merchant’s store on the results page.
c. Once on the merchant’s homepage, you may select the ‘Chat Now’ button located below the header.
d. State your request and your order ID. You should also accompany your request with a screenshot of your invoice and pictures to support your request. This is especially important if you wish to return an item that was wrongly delivered or a damaged item.
You can also request for return/refund with sellers on the product page via the speech bubble icon located at the bottom left hand corner of your phone.
If the merchant fails to get back to you within the given timeframe of 3 working days, you can contact our customer service agents via our SuperMom chat. You may also write in to us at [email protected]. For urgent requests, please call our hotline at +6531384710 or +6531384453. Our hotline is open from Mondays to Fridays between 10 a.m. to 5.00 p.m.