Refund policy and complaints

Returns and Complaints Policy – SuperCoinsy

The following section constitutes an integral part of the Model Agreement for the Purchase and Sale of Products in force on the SuperCoinsy platform as of July 1, 2025, and applies to all transactions carried out through the platform, regardless of whether the Operator acts as a representative of the Buyer or the Seller.

Complaints and Returns

1. The Buyer has the right to submit a complaint if the Product: a) has not been delivered, or b) is defective (e.g. activation key already used, account not matching the description).

2. A complaint can be submitted:

   • in writing to the Operator’s registered office address,

   • by email to the address provided on the platform,

   • via the contact form available on the website.

3. The complaint should include: the Client’s full name, email address, order number, description of the issue, and the expected resolution.

4. If the complaint is incomplete, the Client will be requested to provide the missing information. Failure to do so may result in the complaint not being processed.

5. If the Product has not been delivered, the Operator will take immediate action to ensure delivery or, if not possible, will refund the purchase price to the Client.

6. If the Product is defective, the Operator may:

   • replace the Product with a new, non-defective one,

   • refund the price if replacement is not possible. In case of another defect, the Client may choose between replacement and a refund.

7. Complaints are processed within 14 working days from the receipt of a complete complaint. Lack of response within this period does not imply automatic acceptance.

8. The Operator may ask the Client to confirm the circumstances of the complaint in the form of a written statement, for example, in case of reporting that an activation key has already been used.

Right of Withdrawal

In accordance with Article 16 (m) of Directive 2011/83/EU of the European Parliament and of the Council:

"Member States shall not provide for the right of withdrawal (...) for the supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer’s prior express consent and acknowledgment that he thereby loses his right of withdrawal."

Due to the nature of the Products (activation keys, coins, digital accounts, etc.), which are delivered immediately and irreversibly, by making a purchase the Buyer consents to the provision of the service and acknowledges that they lose the right of withdrawal in accordance with the above provision.

For any further questions or concerns, please contact SuperCoinsy customer support.