Guide
Questions to resolve before the next step
Photos in hand, you have a decision to make. Work through it in order, and confirm the terms that constrain each option before you commit.
An inspection ends with a choice, not a conclusion. The photos have told you what they can; now you decide what to do about it. A simple order of questions keeps you from acting on an assumption.
Decide in this order
- Does it match your order? If the variant, count and condition are right and nothing worried you, you can move ahead.
- Is the problem cosmetic or fundamental? A loose thread is not a mis-pick. Decide whether what you see is worth acting on.
- Is a fix even available? Whether you can exchange, return or refund depends on the seller and on the platform's current after-sales terms — not on this guide.
- What is the cost of waiting? Storage and holding terms are set by the platform and change; a decision deferred is not free.
What you must confirm, not assume
Returns, exchanges, refunds, storage windows and any counterfeit-item process are governed by the platform's live terms. Superbuy keeps an after-sales section and a separate counterfeit-item policy in its Help Center — we confirmed those sections exist on 2026-09-18 but did not copy their contents, because the specifics change. Read the version that is current when you act.
Keep the service in mind
Your options can also depend on whether this was a shopping-agent order or a forwarding parcel, since the two run under different agreements. If you are unsure which applies, start with shopping agent vs forwarding.