Refund policy

Return & Refund Policy

At SuperGard, customer satisfaction and product hygiene are very important to us. Please read our return and refund policy carefully before placing your order.

1. Return Eligibility

Due to the intimate nature of bras and underwear, returns are only accepted under the following conditions:

The item is unused, unworn, unwashed, and in its original condition.
All original tags, labels, hygiene stickers, and packaging are intact.
The return request is submitted within 14 days after the order is delivered.
The item is not a final sale, clearance, customized, or personalized product.

For hygiene and safety reasons, we reserve the right to refuse any return that does not meet the above conditions.

2. Non-Returnable Items

The following items cannot be returned or refunded:

Worn, washed, stained, damaged, or altered items
Items with removed tags, labels, or hygiene protection
Final sale or clearance items
Customized or personalized products
Gift cards
Items returned without prior approval

3. Size Issues

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

If you ordered the wrong size, you may request an exchange if the item is unused, unworn, unwashed, and in its original packaging. Customers are responsible for return shipping costs related to size exchanges unless the issue was caused by our error.

4. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

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

Your order number
Clear photos or videos showing the issue
A brief description of the problem

Once verified, we will offer a replacement, exchange, store credit, or refund depending on the situation.

5. How To Request A Return

To request a return, please contact us at:

Email: chris@water-matt.com
WhatsApp: +86 195 7683 1604

Please include your order number and reason for return.

Returns must be approved by our customer service team before being sent back. Items returned without prior approval may not be accepted.

6. Return Shipping

Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect due to our mistake.

We recommend using a trackable shipping service. We are not responsible for lost or delayed return packages.

7. Refunds

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

If approved, the refund will be issued to your original payment method within 5–10 business days. Please note that processing times may vary depending on your bank or payment provider.

Original shipping fees are non-refundable unless the return is due to our error.

8. Exchanges

Exchanges are subject to product availability.

If the item you want is out of stock, we may offer store credit, an alternative product, or a refund according to the situation.

9. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible.

Orders can only be cancelled before they are processed or shipped. Once an order has been shipped, it cannot be cancelled and must follow our return process.

10. Contact Us

If you have any questions about returns or refunds, please contact us at: