Return and Refund Policy

Suple Gold fully respects the Consumer Protection Code (CDC) 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 Correios. All requests are analyzed in accordance with current legislation, applicable health regulations, and the particularities of the products sold.

Summary of Return Conditions

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, in accordance with Art. 49 of the Consumer Protection Code.

 

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 (Invoice or order 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 R$ 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 or by phone at +55 16 97603-8346, 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 reverse shipping label by email for download and printing, at no cost. Post the product at a Correios agency, 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 Buyer’s Regret

Situation: you decided to cancel the purchase for any reason within the legal 15-day period.

Return shipping cost: fully covered by Suple Gold, as determined by current legislation.

Procedure:

Contact us by email at contato@suplegold.com or by phone at +55 16 97603-8346, providing the order number and the reason for the return.

Wait for the reverse shipping label to be sent by email for you to download and print, at no cost. Post the product at Correios 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, stolen, or robbed before delivery.

Procedure: contact us 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 or by phone at +55 16 97603-8346, 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 pick it up at the Correios agency. 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.

PIX: the refund is credited within 10 business days to the PIX key or bank account provided. For security reasons, the bank details provided must belong to the same CPF as the account holder who made the purchase.

Bank slip (boleto): the refund is credited within 10 business days to the bank account provided. For security reasons, the bank details provided must belong to the same CPF as the account holder who made the purchase.

Credit card: the chargeback 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.

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

Phone: +55 16 97603-8346

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, Saturday and Sunday Closed

Response Time: 1 to 2 business days