RETURN GUIDELINES
As a consumer residing in the European Union, you have statutory consumer rights under applicable consumer protection laws, including the right to withdraw from an online purchase without giving any reason.
As part of our customer-friendly return policy, SUPRA offers a 30-day return period from the date you receive your order. This return period includes and exceeds the minimum withdrawal period required under applicable EU consumer protection laws.
To exercise your right to return a product, please contact us at info@supraeu.com
You have to send back the goods without undue delay after notifying us of your decision to return the products.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Unless otherwise agreed, the buyer shall bear the direct costs of returning the goods.
The right of withdrawal does not apply to worn or washed items.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, not damaged, without stains or odors, with tags, and in its original packaging.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Please note that return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service to ensure your return safely reaches our warehouse.
Please note that returns will need to be sent to address we will provide by email after receiveing your return request.
After we receive your package, it takes a few working days to review and process it. If the returned products do not comply with the policy, we will immediately contact you. If the products were returned in accordance with our policy, we will notify you that the refund has been processed. Your refund will be issued to the same payment method you used for your original purchase.
If you paid by cash (e.g. cash on delivery), we kindly ask you to send us your bank account details (IBAN and account holder name) to info@supraeu.com so we can process your refund.
Please make sure the information is accurate to avoid delays. Once we receive your details, we’ll issue the refund as soon as possible.
SUPRA is responsible for genuine manufacturing defects of products purchased in the online store supraeu.com. If the customer has any complaint based on Article 10 of the Consumer Protection Act, please notify us at info@supraeu.com.
If the consumer receives goods that are defective or receives an item they did not order, they have to send an email to info@supraeu.com with a photo showing the incorrect item (whether it is a defect or a wrongly delivered item). The merchant undertakes to respond within 7 days, review the photos showing the defect, and if the complaint is justified, arrange pickup of the goods at its own expense and deliver a replacement item, also at the company’s expense.
The consumer (customer) is required to properly and securely package the goods and, in agreement with the company, hand them over to a GLS courier.
Once we receive your package, we need a few working days to inspect and process it. If the returned products do not comply with the policy, we will contact you immediately via email. If the returned products comply with our policy, we will notify you by email that the refund has been processed. Refunds are issued via the CorvusPay system for card payments, or by bank transfer to your IBAN for orders paid upon delivery.
You can always contact us for any return questions at info@supraeu.com.
Nothing in this policy limits or excludes any statutory rights available to consumers under applicable consumer protection laws.