Refund policy

At Superstratum Labs, we want you to be satisfied with your purchase. If you are not, we offer a straightforward return process as described below.

30-Day Return Window

You may request a return within 30 days of the delivery date. To be eligible, products must be unopened and unused.

Return Eligibility

  • Products must be unopened and unused
  • The return request must be submitted within 30 days of delivery
  • Items showing signs of use or tampering are not eligible for return

How to Start a Return

  1. Contact us by email at hello@superstratumlabs.com or by phone at 704-325-0069, including your order number and reason for return.
  2. Receive return instructions — we will confirm eligibility and provide the return shipping address.
  3. Ship your item to the address below using a trackable shipping method:

Return Address:
Spring Bayou Distribution
2625 N Stewart Ave
Newton, NC 28658
United States

Return Shipping Costs

Defective, damaged, or incorrect items: We cover return shipping costs in full. Often, no return shipment is required — we will send a replacement or issue a full refund at no cost to you.

Returns for personal reasons (e.g., changed mind, wrong selection): The customer is responsible for return shipping costs. A 20% restocking fee will be deducted from the refund amount. Original shipping charges are non-refundable.

Refunds

Once we receive and inspect your return, we will notify you of approval. If approved:

  • Processing time: Refunds are issued within 5 business days of receiving the returned item
  • Method: Refunded to the original payment method
  • Currency: US Dollars (USD)

Please allow additional time for your bank or payment provider to post the credit to your account.

Order Cancellations

Orders can only be cancelled before they have been processed or shipped. Once an order has shipped, it cannot be cancelled. Please follow the return process above if you no longer want the item.

Damaged or Incorrect Items

Please inspect your order upon receipt. If your item arrives defective or damaged, or if you received the wrong product, contact us immediately at hello@superstratumlabs.com or 704-325-0069 with photos of the issue. We will arrange a replacement or full refund at no cost to you.

Customer Service & Contact

  • Trade Name: Superstratum Labs
  • Company Name: Spring Bayou Distribution
  • Email: hello@superstratumlabs.com
  • Phone: 704-325-0069
  • Hours: Monday–Friday, 9:00 AM – 5:00 PM EST (respond within 1 business day)
  • Business Address:  2625 N Stewart Ave, Newton, NC 28658, United States
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