Refund policy
Suple Gold fully respects the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and guarantees the right to exchange, return, and refund on all orders placed in our store. We accept returns of products with and without defects, as well as exchange requests, within the period established in this policy, with shipping carried out via the carrier indicated by Suple Gold. All requests are analysed in accordance with current legislation, applicable health regulations, and the particularities of the products sold.
Summary of Return Conditions
| Item | Details |
|---|---|
| Return/exchange period | Up to 15 calendar days after receipt |
| Accepted reasons | Change of mind, defect, damage, divergent item, loss/theft |
| Product condition | New, unused, in original packaging, with all accessories and proof of purchase |
| Return shipping cost | Free — 100% covered by Suple Gold in all cases |
| Restocking fee | Not charged (£0.00) |
| How to request | Email contato@suplegold.com, providing order number |
| Shipping label | Sent by email for download/printing, at no cost |
| Refund period | Up to 10 business days after approval |
| Refund methods | Original payment method (credit card, debit card, Apple Pay or Google Pay) |
| Loss/theft during delivery | Free reshipment or full refund, after investigation |
| Customer service | Mon–Fri: 8:00 AM to 6:00 PM (London time, GMT/BST), Saturday and Sunday: Closed — response within 1 to 2 business days |
1. Request Period
You may request an exchange or return of any product within 15 (fifteen) calendar days, counted from the date of receipt of the order.
2. Product Conditions for Return or Exchange
Suple Gold accepts returns and exchanges exclusively for products in new condition. For the request to be approved, the product must meet the following criteria:
- Be completely new, in perfect condition and with no signs of use, wear, or modification.
- Be in its original packaging.
- Contain all accessories, manuals, and original items that accompanied the order.
- Be accompanied by proof of purchase (order confirmation or receipt).
Suple Gold reserves the right to carry out a technical analysis of the returned product before final approval of the request.
3. Restocking Fee
Suple Gold does not charge any restocking fee or administrative costs in any return or exchange situation. The fee is £0.00.
4. Exchange or Return Due to Defect, Damage, or Order Divergence
Situation: the product was delivered with a manufacturing defect, damage, or in a manner divergent from what was ordered (wrong item, missing item, etc.).
Return shipping cost: fully covered by Suple Gold.
Procedure: Contact us by email at contato@suplegold.com, providing the order number and the reason (defect, damage, or divergence), with photos or videos clearly showing the problem.
After validation, we will send the return shipping label by email for download and printing, at no cost. Hand the product to the carrier, in its original packaging and with all items included.
After receipt and confirmation, you may choose between an exchange for an equivalent product or a full refund.
5. Return Due to Change of Mind
Situation: you decided to cancel the purchase for any reason within the 15-day period.
Return shipping cost: fully covered by Suple Gold.
Procedure:
Contact us by email at contato@suplegold.com, providing the order number and the reason for the return.
Wait for the return shipping label to be sent by email for you to download and print, at no cost. Hand the product to the carrier in its original packaging, with no signs of use and with all items included. After receipt and validation, you may choose an exchange for another product or a full refund.
6. Lost or Stolen Shipment in the Postal Process
Situation: tracking indicates that the order was lost or stolen before delivery.
Procedure: contact us by email at contato@suplegold.com, providing the order number. We will open a formal investigation with the carrier. As soon as the loss is confirmed, you may choose between immediate free reshipment or a full refund of the amount paid.
7. Cancellation Before Shipment
Situation: you requested cancellation of the order before it was dispatched.
Procedure: contact us by email at contato@suplegold.com, providing the order number. Cancellation is processed with no charge or fee, with a full refund of the amount paid.
8. Cancellation With Order in Transit
Situation: you requested cancellation, but the product has already been dispatched and is on its way.
Procedure: it is not possible to stop the delivery once the product is in transit. We recommend that you refuse the delivery when the carrier arrives or do not collect it from the carrier’s collection point. The package will automatically return to our address, and after receipt, we will proceed with your refund.
9. Refund Periods and Methods
All refunds are processed within 10 (ten) business days after the request is approved, using the same payment method used in the purchase.
- Credit card: the refund is requested from the card issuer within 10 business days. The actual time for the credit to appear on the statement may vary depending on the card issuer or financial institution.
- Debit card: the refund is issued to the same card used in the purchase within 10 business days. The actual time for the credit to appear on the statement may vary depending on the card issuer or financial institution.
- Apple Pay and Google Pay: the refund is issued to the card linked to the wallet used in the purchase within 10 business days.
For security reasons, refunds are only made to the original payment method used in the purchase.
The customer is notified by email about each stage of the request.
Return Shipping Address
Send the product to:
SUPLE GOLD
Rua Anna Fachin Vieira, 115, Jardim Joaquim Procopio de Araujo Ferraz
Ribeirão Preto – SP
CEP: 14065-360
Business Information
Email: contato@suplegold.com
Address: Rua Anna Fachin Vieira, 115, Jardim Joaquim Procopio de Araujo Ferraz, Ribeirão Preto, São Paulo, 14065-360, Brazil.
Business Hours: Monday to Friday, 8:00 AM to 6:00 PM (London time, GMT/BST), Saturday and Sunday Closed
Response Time: 1 to 2 business days