Returns & Exchanges

At SuperGard, we want you to feel confident when shopping with us. Because underwear is a close-fitting personal product, we follow strict hygiene standards for all returns and exchanges.

Please read our policy carefully before placing your order.

Return & Exchange Window

You may request a return or exchange within 7 days after delivery.

To be eligible, the item must meet all of the following conditions:

Unworn
Unwashed
Unused
In original condition
With all tags and labels attached
In the original packaging

For hygiene reasons, we cannot accept returns or exchanges for underwear that has been worn, washed, tried on without proper protection, damaged, stained, scented, or returned without original packaging.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

Worn or washed underwear
Items with stains, odors, makeup marks, deodorant marks, or signs of use
Items with removed tags or damaged packaging
Final sale items
Gift cards
Customized or personalized products
Items returned without approval from our customer service team

Size Exchanges

We understand that finding the right fit is important.

If your item is unworn, unwashed, and still in its original packaging, you may contact us within 7 days after delivery to request a size exchange.

Customers are responsible for return shipping costs unless the exchange is due to our mistake, such as sending the wrong item or wrong size.

We recommend checking our size guide carefully before placing your order.

Damaged, Defective, or Wrong Items

Please inspect your order as soon as you receive it.

If you receive a damaged, defective, or incorrect item, please contact us within 7 days after delivery with the following information:

Your order number
A clear photo of the product
A clear photo of the packaging
A description of the issue

After reviewing the information, we will provide a suitable solution, such as a replacement, exchange, partial refund, or full refund depending on the situation.

How To Request A Return Or Exchange

To request a return or exchange, please contact us first before sending anything back.

Email: chris@water-matt.com
WhatsApp: +86 19576831604

Please include your order number, the item you want to return or exchange, and the reason for your request.

Returns sent without prior approval may not be accepted.

Return Shipping Cost

Customers are responsible for return shipping costs unless the return is caused by our mistake or a confirmed product quality issue.

Original shipping fees, expedited shipping fees, customs duties, taxes, and import fees are non-refundable unless required by law or caused by our error.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method.

Please note that it may take several business days for the refund to appear on your bank account or payment account, depending on your payment provider.

Customs Duties, Taxes & Import Fees

Customs duties, taxes, VAT, import fees, customs clearance fees, or other destination charges are not refundable by SuperGard.

If a package is refused due to unpaid customs duties, taxes, or import fees, any return shipping fees, customs charges, or related costs may be deducted from the refund.

Incorrect Address Or Failed Delivery

Please make sure your shipping address, phone number, and email address are correct before placing your order.

If a package cannot be delivered due to an incorrect address, incomplete address, failed delivery attempt, or refusal to receive the package, the customer may be responsible for additional shipping costs, return fees, or reshipping fees.

Contact Us

For any return or exchange questions, please contact us: