Refund and Returns Policy

Returns and Exchange Policy

Last Updated: 3 December 2024

At Supreme Gold Club, we strive to ensure your complete satisfaction with every purchase. If you are not happy with an item or need to make an exchange, we adhere to European Union (EU) regulations to guarantee your consumer rights.

1. Right of Withdrawal (Returns)

Under EU regulations, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without providing a reason.

Conditions for Withdrawal

• The product must be returned in its original condition, unused, and with all accessories, tags, and original packaging intact.
• Returns for customised or perishable items will not be accepted unless they are defective.

How to Request a Return

1. Contact: Send an email to info@supremegoldclub.com including your order number, the product you wish to return, and, if you wish, the reason for the return.
2. Authorisation: You will receive confirmation and instructions on how to send the item back.
3. Refund Timeframe: Once we receive and inspect the item, your refund will be processed within 14 calendar days. Refunds will be issued to your original payment method, excluding shipping costs, unless the item is defective or the error was ours.

2. Exchanges

You may exchange a product for another (e.g., a different size or colour) within 14 calendar days of receiving your order.

Conditions for Exchanges

• The item must be in perfect condition, unused, and with its original packaging intact.
• Exchanges are subject to stock availability.
• Shipping costs for exchanges are the responsibility of the customer, except in cases of defects or shipping errors.

3. Defective Items or Incorrect Orders

If you receive a defective product or an item different from what you ordered, we will take care of it promptly.

Steps to Follow

1. Notification: Contact our customer service team within 14 calendar days of receiving the item.
2. Verification: Provide clear photos of the product and a description of the issue.
3. Resolution:
   • We will replace the item at no additional cost.
   • If replacement is not possible, you will receive a full refund, including shipping costs.

4. Exceptions

Returns and exchanges will not be accepted in the following cases:

• Customised or personalised items.
• Goods that, by their nature, cannot be returned, such as hygiene products that have been unsealed.
• Clearance or final sale items, except in cases of defects.

5. Shipping Costs

• Returns due to withdrawal: Customers are responsible for the shipping costs associated with returning an item.
• Returns due to defects or errors: Supreme Gold Club will cover the shipping costs.

6. Contact Information

For any questions or further assistance, please get in touch with us:

• Email: info@supremegoldclub.com
• Phone: +34 675 19 54 98
• Customer Service Hours: 09:00 – 17:00 CET

Important Note

This policy complies with the provisions of Directive 2011/83/EU on consumer rights and other applicable EU regulations.