Refund Policy

Last Updated: January 2025

1. Return Period

You may return most new, unopened items within 30 days of delivery for a full refund. Items must be:

• In their original condition and packaging
• Unused and undamaged
• Complete with all accessories, manuals, and documentation
• Accompanied by the original receipt or proof of purchase

2. Eligibility for Returns

2.1 Returnable Items

The following items are eligible for return:

• Electronics in unopened, original packaging
• Home goods in new, unused condition
• Clothing and accessories with tags attached
• Books, media, and games in unopened condition
• Defective or damaged products (see Section 5)

2.2 Non-Returnable Items

• Opened personal care items, cosmetics, or health products
• Perishable goods (food, flowers, plants)
• Intimate or sanitary goods
• Custom or personalized items
• Downloadable software or digital products
• Gift cards and vouchers
• Items marked as "final sale" or "non-returnable"
• Items without original packaging or accessories

3. How to Initiate a Return

To return an item, please follow these steps:

1. Contact Us: Email us at support@sam-clubs.kherson.ua or call +44 916 938 8750 within 30 days of delivery
2. Provide Information: Include your order number, item(s) to return, and reason for return
3. Receive Authorization: We will provide a Return Authorization Number (RAN) and return instructions
4. Package Items: Securely pack the item(s) in original packaging with all accessories
5. Ship Return: Send the package to the address provided using a trackable shipping method
6. Confirmation: We will email you once we receive and process your return

4. Return Shipping Costs

Return shipping costs depend on the reason for return:

We recommend using a trackable shipping service and purchasing shipping insurance for valuable items. We are not responsible for items lost or damaged during return shipping.

5. Defective or Damaged Items

If you receive a defective or damaged item:

• Inspect upon delivery: Check items immediately upon receipt
• Report promptly: Contact us within 48 hours of delivery with photos of the damage
• We will: Arrange for free return shipping and provide a replacement or full refund
• Keep packaging: Retain all original packaging for pickup or return

6. Refund Processing

6.1 Refund Timeline

Once we receive and inspect your return:

• Inspection: We will inspect the item within 2-3 business days
• Approval: If approved, we will send a refund confirmation email
• Processing: Refunds are processed within 5-7 business days
• Credit: Funds will appear in your account within 5-10 business days, depending on your financial institution

6.2 Refund Method

Refunds will be issued to the original payment method used for purchase:

• Credit/Debit Card: Refunded to the original card
• PayPal: Refunded to your PayPal account
• Store Credit: Available upon request for future purchases

6.3 Partial Refunds

Partial refunds may be granted in the following situations:

• Item shows signs of use or wear
• Item is returned more than 30 days after delivery
• Item is missing parts, accessories, or packaging
• Item is damaged but not due to our error

7. Exchanges

We accept exchanges for the same product in different sizes, colors, or specifications, subject to availability.

To request an exchange:

1. Follow the return process outlined in Section 3
2. Indicate that you want an exchange and specify the replacement item
3. We will ship the replacement once we receive and approve your return
4. If the replacement item has a price difference, we will issue a refund or charge accordingly

8. Order Cancellation

8.1 Before Shipment

You may cancel your order before it ships:

• Contact us immediately at support@sam-clubs.kherson.ua
• Provide your order number and cancellation request
• If cancellation is successful, we will issue a full refund within 3-5 business days

8.2 After Shipment

Once your order has shipped, you cannot cancel it. You must wait to receive the item and follow our return process.

9. Wrong or Missing Items

If you receive the wrong item or your order is missing items:

• Contact us within 7 days of delivery
• Provide your order number and describe the issue
• Include photos if applicable
• We will send the correct/missing item at no charge or issue a refund

10. Restocking Fees

We generally do not charge restocking fees. However, a restocking fee of up to 15% may apply to:

• Large electronics or appliances
• Special order or custom items
• Items returned after 30 days (at our discretion)
• Items returned without prior authorization

We will inform you of any restocking fees before processing your return.

11. International Returns

For international orders:

• The same return policy applies
• Customers are responsible for return shipping costs (unless item is defective)
• Customs fees, duties, and taxes are non-refundable
• International returns may take longer to process
• Contact us before returning international orders for specific instructions

12. Warranty and Manufacturer Defects

Many products come with manufacturer warranties. For warranty claims:

• Review the manufacturer's warranty terms included with your product
• Contact us for assistance with warranty claims
• We can facilitate warranty service or repairs with the manufacturer
• Manufacturer warranties are separate from our return policy

13. Late or Missing Refunds

If you have not received your refund within the stated timeframe:

1. Check your bank account or credit card statement again
2. Contact your credit card company or bank (processing may take time)
3. Contact us at support@sam-clubs.kherson.ua with your order number
4. We will investigate and provide a resolution

14. Sale and Promotional Items

Items purchased during sales or promotions are returnable under the same conditions, unless:

• Marked as "final sale" or "non-returnable"
• Clearance items may have modified return policies (stated at purchase)
• Refunds are issued at the price paid, not the current price

15. Gift Returns

If you received an item as a gift:

• You can return it following the same process
• Provide the gift receipt or order information if available
• Refunds for gifts will be issued as store credit
• The original purchaser will not be notified of the return

16. Refused Deliveries

If you refuse delivery of an order:

• The item will be returned to us
• Original shipping charges are non-refundable
• Return shipping charges may be deducted from your refund
• Refunds will be processed once we receive the returned item

17. Address Errors

If a package is undeliverable due to an incorrect address you provided:

• We will attempt to reroute the package (additional charges may apply)
• If the package is returned to us, original shipping is non-refundable
• You may request reshipment (additional shipping charges apply) or a refund minus shipping costs

18. Fraudulent Returns

We reserve the right to refuse returns or issue refunds in cases of suspected fraud, including:

• Excessive returns or return abuse
• Returning different or counterfeit items
• Returning used items as new
• Providing false information

Fraudulent returns may result in account suspension or legal action.

19. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be posted on our website with an updated "Last Updated" date. Your continued use of our services after changes constitutes acceptance of the modified policy.

20. Questions and Support

21. Consumer Rights

This Refund Policy does not affect your statutory rights under applicable consumer protection laws. In the United Kingdom and EU, consumers have additional rights under the Consumer Rights Act 2015 and EU Consumer Rights Directive, including:

• Right to a 14-day cooling-off period for distance purchases
• Right to repair, replacement, or refund for faulty goods
• Right to expect goods to be as described, fit for purpose, and of satisfactory quality

Thank you for shopping with Premium Products Store. We appreciate your business and are committed to your satisfaction.