Return & Refund Policy

Overview

We want you to be genuinely happy with your purchase. If something is not right, you may request a return within 7 days of delivery, subject to the conditions below. This policy applies to both our new accessories (earbuds, chargers, cases, etc.) and our used/refurbished phones and laptops, with some differences noted where relevant.

Eligibility for Returns

• The return request must be raised within 7 days of the delivery date shown on your order.
• The item must be in the same condition it was delivered in, with all original accessories, cables, manuals, and packaging included.
• For used/refurbished phones and laptops: the item must match the condition grade described on the product page at the time of purchase (for example, "Excellent," "Good," or "Fair") — a return is not valid simply because a used item shows the cosmetic wear that was already disclosed on the listing.
• The item must not have been damaged, modified, or repaired by anyone other than Super Golden after delivery.

Items That Cannot Be Returned

• Items showing damage, misuse, or wear that was not present at the time of delivery.
• Earbuds or other items where the packaging seal has been broken, where hygiene and health reasons prevent resale, unless the item is confirmed faulty.
• Any item without its original box, accessories, or proof of purchase (order number).

If you believe an item is defective rather than simply "not wanted," please see the Warranty note below — a defect is usually handled faster as a warranty claim than as a standard return.

How to Request a Return

You can request a return in either of these ways:

• From your account: Go to "My Orders," open the delivered order, and tap "Request a return" next to the item. Choose a reason and add any details — our team reviews every request.
• Via WhatsApp: Message us with your order number, the item you would like to return, and the reason. Our team will guide you through the next steps.

Once approved, we will arrange a pickup from your delivery address at no extra cost to you.

Refunds

Because Super Golden currently operates on Cash on Delivery, refunds for an approved return are issued by bank transfer to your provided account details, not as cash. Once we receive and inspect the returned item, we will confirm your refund and request your bank details to process it. Refunds are typically processed within [PLACEHOLDER: exact refund processing time, e.g. "5 working days"] of the returned item passing inspection.

Exchanges

If you would prefer an exchange (for example, a different size, colour, or a different device) rather than a refund, let us know when you request your return and we will do our best to arrange it, subject to stock availability.

Warranty vs. Returns

A return is different from a warranty claim:

• Return — used within 7 days of delivery, for change of mind or an item not matching its description, subject to the conditions above.
• Warranty — used if a device develops a genuine fault after the return window, or is reported dead-on-arrival. See the product page and your invoice for the specific warranty terms that apply to your item (new accessories typically carry a manufacturer/seller warranty; used phones and laptops carry the seller warranty period stated at the time of purchase).

Damaged or Wrong Item Received

If your order arrives damaged, incomplete, or different from what you ordered, please contact us within 48 hours of delivery with photos of the item and packaging. We will arrange a free replacement, exchange, or refund as appropriate — this does not count against your standard 7-day return window.

Contact Us About a Return

For any question about an existing order, a return already in progress, or this policy, WhatsApp us or email info@supergolden.ae with your order number.