Refund and Return Policy

Supra Sewing Online, LLC Last updated: April 11, 2026

This Refund and Return Policy forms part of our Terms of Service and applies to all orders placed on https://suprasewing.com shipped within the United States. Please read carefully — industrial sewing equipment is heavy and expensive to return, and knowing the process in advance protects both you and us.

⚠️ KEY TERMS — READ BEFORE PURCHASING

Term Value
Return window 14 calendar days from date of delivery
Restocking fee 20% on non-defective returns (applies to all eligible returns; see Section 5)
Return shipping Paid by Customer unless the return is due to our error or a defective product
Freight returns (50+ lb machines) Customer coordinates LTL return and bears all freight, liftgate, and crating costs unless due to our error
Eligibility Unused, in original packaging, with all accessories and documentation
RMA required Yes — do not ship back without a Return Merchandise Authorization
Refund method Original payment method
Refund processing 7–10 business days after inspection

CALIFORNIA RESIDENTS: This Policy — including the 20% restocking fee, 14-day window, and Customer-paid return shipping — is disclosed before purchase per California Business and Professions Code § 17500.3. You acknowledge this disclosure at checkout.

1. Return Window

You have 14 calendar days from the date of delivery (as shown by the carrier's "Delivered" tracking status or BOL acknowledgment) to initiate a return by contacting us for an RMA. Returns initiated after 14 days are not accepted, except:

  • Defective products covered under the manufacturer's or our store-backed warranty (Section 9);
  • Any non-waivable rights you may have under federal or state consumer-protection law.

2. Eligibility

To be eligible, the returned item must be:

  • Unused and in the same condition as received;
  • In original packaging, including pallet, crate, foam, straps, and protective materials where applicable;
  • With all tags, accessories, manuals, bobbins, needles, presser feet, warranty cards, and inserts included;
  • Accompanied by proof of purchase (order number or receipt);
  • Not listed as a non-returnable item (Section 7).

Items returned outside these conditions may be rejected, subject to a partial refund at our reasonable discretion, or returned to the Customer at Customer's expense.

3. How to Initiate a Return (RMA Process)

  1. Contact us first. Email contact@suprasewing.com with your order number, a description of the item, and the reason for return. DO NOT ship the item back without authorization.
  2. Receive an RMA. We will issue a Return Merchandise Authorization number and return instructions within 2 business days.
  3. Freight returns (50+ lb machines):
    • The pallet and original packaging must be intact and undamaged. Damaged packaging may void eligibility.
    • We will provide routing instructions for the LTL freight return.
    • You are responsible for re-crating the machine if the original crate is destroyed, paying for liftgate pickup, and all return freight costs.
  4. Package securely. Include the RMA number visibly on the return label and a copy of the packing slip inside. Use tracked and insured shipping — we are not responsible for returns lost in transit.
  5. Confirmation. We will notify you by email when the return is received and inspected.

Returns without an RMA number will be refused or delayed.

4. Return Shipping Costs

  • Customer's election (change of mind, wrong choice, wrong size, etc.): Customer pays the return shipping, including LTL freight, liftgate, crating, and any terminal fees. Original shipping charges are non-refundable.
  • Our error (we shipped the wrong item, item damaged by us in packing): We cover return shipping. We may provide a prepaid return label or reimburse reasonable return shipping costs upon proof of payment.
  • Defective product discovered within the return window: We cover return shipping, subject to inspection confirming the defect.

5. Restocking Fee — 20%

A 20% restocking fee is applied to all eligible non-defective returns. This fee reflects:

  • Re-inspection, re-packaging, and re-palleting costs;
  • Re-testing of industrial equipment;
  • Depreciation of re-sold items as "open box";
  • Freight handling on heavy machines.

The restocking fee is disclosed here and at checkout for California residents consistent with Cal. Bus. & Prof. Code § 17500.3.

No restocking fee applies to:

  • Defective or damaged items (see Sections 8 and 9);
  • Items shipped in error by us;
  • Orders cancelled before shipment (Section 11).

6. Refund Processing

Once we receive and inspect your return:

  • We will notify you by email of approval or rejection within 5 business days of receipt;
  • Approved refunds are credited to the original payment method within 7–10 business days of approval;
  • Depending on your payment method or card issuer, it may take additional time for the refund to appear in your account;
  • Original shipping charges are NOT refundable unless the return is due to our error or a defective product;
  • Refunds for returns caused by our error include reimbursement of Customer-paid original shipping.

If you have not received your refund 14 business days after approval, first check with your bank or card issuer, then contact us at contact@suprasewing.com.

7. Non-Returnable Items ("Final Sale")

The following items are not returnable or refundable under any circumstances except where defective or required by non-waivable consumer law:

  • Items explicitly marked "Final Sale," "As-Is," or "Clearance" at the time of purchase;
  • Custom, customized, personalized, or made-to-order machines;
  • Parts, accessories, or consumables (needles, bobbins, thread, lubricants, belts) once packaging is opened;
  • Electrical components and motors that have been wired, installed, or powered on;
  • Software, digital downloads, or gift cards;
  • Items returned more than 14 days after delivery;
  • Items damaged by misuse, neglect, accident, improper installation, unauthorized modification, operator error, or normal wear;
  • Items missing original tags, packaging, or accessories (may be rejected or refunded partially).

8. Damaged in Transit

Damage claims on parcel or LTL freight shipments are governed by the Shipping Policy Section 5. Briefly:

  • Visible damage upon delivery: note "DAMAGED" on the BOL before signing, take photos, notify us within 24 hours.
  • Concealed damage (not visible at delivery): report within 48 hours of delivery with photos.
  • Do not dispose of the packaging or pallet until the claim is resolved.

For damaged items, we will (at our option) arrange a free replacement, a partial refund for repair, or a full refund including return shipping. This is the Customer's sole remedy for shipping damage.

9. Defective Products and Manufacturer Warranties

9.1 Within the return window (first 14 days)

If you receive a product that is defective upon arrival, contact contact@suprasewing.com within 14 days of delivery with your order number, description, and photos. We will, at our option, arrange replacement, repair, full refund, or exchange — Customer's choice among available options. We cover return shipping for confirmed defects.

9.2 After the return window — Supra Sewing Store Warranty

Supra Sewing is a direct authorized dealer/distributor of the following brands: Speedway, Jack, Siruba, Singer, PFAFF, Durkopp Adler, Kansai Special, and Consew. For these brands, the manufacturer's warranty applies in addition to the Supra Sewing Store Warranty below.

All products sold by Supra Sewing are covered by the following store-backed warranty against manufacturer defects:

Coverage Warranty Period Speedway Brand
Mechanical defects (machine body, frame, mechanical components) 90 days from delivery 90 days from delivery
Electrical and electronic defects (motors, servo drives, control boxes, wiring, circuit boards) 12 months from delivery 18 months from delivery

Remedies under this warranty are at Supra Sewing's sole option: repair, replacement, or refund of the purchase price paid. THIS IS THE CUSTOMER'S SOLE AND EXCLUSIVE REMEDY for defects discovered after the 14-day return window. We cover return shipping for confirmed warranty defects. Contact contact@suprasewing.com with your order number, description, and photos to initiate a warranty claim.

9.3 Other Brands (non-authorized channel)

We may occasionally sell products from brands not listed above, sourced through secondary distribution channels. The manufacturer's warranty may not be directly transferable through our channel for these brands. For such products, only the Supra Sewing Store Warranty in Section 9.2 above applies, to the fullest extent permitted by law.

9.4 What the warranty does NOT cover

  • Damage from misuse, neglect, improper installation, unauthorized modifications, or operation outside the manufacturer's rated specifications;
  • Normal wear and tear (needles, belts, tension springs, light bulbs, etc.);
  • Damage caused by power surges, flooding, fire, or other external events;
  • Incidental or consequential damages (to the extent permitted by law — see Terms of Service Section 14).

9.5 Injury-Related Claims

Returns or claims that allege personal injury, bodily harm, or a safety defect are not processed through the standard RMA flow described in Sections 1–6 above. Such claims must instead be submitted in writing to contact@suprasewing.com with the subject line "Injury Claim — [Order Number]" and must include, to the extent available:

  • Order number and proof of purchase;
  • A written description of the incident, including date, location, and the task being performed;
  • Photographs of the product, the alleged defect, and any injury or property damage;
  • Copies of medical records, medical bills, or incident reports, if applicable;
  • The current physical location of the product and confirmation that it has been preserved unaltered.

Supra Sewing reserves the right to investigate all such claims — including, without limitation, requesting return of the product for inspection by Supra Sewing or the manufacturer, requesting additional documentation, and engaging counsel or third-party investigators — before processing any refund, replacement, or other remedy. The standard 14-day return window, restocking fee, and Customer-paid return-shipping rules do not apply to good-faith injury claims; instead, Supra Sewing will provide return-shipping instructions on a case-by-case basis.

Submission of an injury claim does not constitute an admission of liability by Supra Sewing and does not, by itself, entitle the Customer to a refund, replacement, or any other remedy outside the warranty, remedy, and limitation framework set out in Sections 9.1–9.4 above and Terms of Service §§ 11, 13, 14, and 15. Any remedy ultimately offered is governed by those provisions and by applicable non-waivable consumer-protection law (see Section 13 of this Policy and Terms of Service Section 3). Customers are advised to consult independent legal counsel regarding any alleged personal injury.

California Residents. Nothing in this Section 9.5 or in Sections 9.1–9.4 limits any non-waivable right under the Song-Beverly Consumer Warranty Act (Cal. Civ. Code §§ 1790 et seq.), Civil Code § 1668, or other California consumer-protection law. See also our Product Safety Policy § 6 for additional California-specific notices.

10. Exchanges

We offer exchanges for the same product in a different configuration subject to availability. To request an exchange, follow the RMA process in Section 3 and indicate your preferred replacement. We ship the replacement after receiving and approving the return. The Customer pays return shipping for the original item (unless due to our error); we cover the outbound shipping of the replacement.

If the replacement is unavailable, we will issue a refund subject to Section 5.

11. Order Cancellations

  • Orders may be cancelled free of charge before they are processed for shipment.
  • Once an order has been packed or released to a carrier, it is treated as a return and subject to this Policy.
  • To cancel, email contact@suprasewing.com immediately with your order number.

12. Chargebacks

If you believe there is an issue with an order, please contact us first — most issues can be resolved quickly through our RMA process. Initiating a chargeback with your bank or card issuer before contacting us may delay resolution and may result in account restrictions or refusal of future orders. Fraudulent chargebacks will be disputed with supporting evidence and may be referred to collections.

13. Commercial (B2B) vs Consumer Customers

For Commercial Customers (as defined in the Terms of Service Section 3), the Uniform Commercial Code governs the transaction. Consequential damages are excluded between merchants to the fullest extent permitted by UCC §§ 2-316 and 2-719. The Commercial Customer's exclusive remedy for any defect is repair, replacement, or refund of the purchase price at Supra Sewing's option.

For Consumer Customers, nothing in this Policy limits non-waivable statutory rights under applicable federal or state consumer-protection laws. If any provision of this Policy conflicts with mandatory consumer law in your state, that law prevails to the extent of the conflict.

14. Changes to This Policy

We reserve the right to modify this Policy. Changes apply to orders placed after the "Last updated" date. The version in effect at the time of your purchase will govern that order.

15. Contact

Supra Sewing Online, LLC 7630 NW 25th St, Unit 4, Miami, FL 33122 Email: contact@suprasewing.com

We respond within 1 business day (Monday–Friday).

Spanish-language version of this Policy is available at https://suprasewing.com/es/policies/refund-policy per California Civil Code § 1632 where applicable. The English version shall govern in the event of any conflict of interpretation, except as otherwise required by law.

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