Returns & Refunds Policy

Last Updated: April 2025

At Spinasshop.com, we’re committed to ensuring you’re completely satisfied with every purchase. If something isn’t right with your order, we’ve made our return and refund process straightforward and customer-friendly. Below, you’ll find all the details you need to understand our policies, how to initiate a return, and what to expect during the process.

Returns Policy

We want you to love what you buy from us. If you’re not happy with your purchase, you can return eligible items within 14 days from the date you receive your order. To qualify for a return, the item must meet the following conditions:

  • It must be unused, undamaged, and in the same condition as when you received it.
  • It should be returned in its original packaging, including any tags, labels, or protective wrapping.
  • All accompanying items, such as manuals, accessories, or free gifts, must also be included.

Items Not Eligible for Return
Some items cannot be returned due to their nature or specific circumstances. These include:

  • Products that have been used, worn, or damaged after delivery.
  • Items marked as clearance or final sale.
  • Personalised or custom-made products, as these are made specifically for you.
  • Any item not in its original condition or packaging due to reasons beyond our control.

If you’re unsure whether your item qualifies for a return, feel free to reach out to us, and we’ll clarify.

How to Request a Return

Starting a return is simple. Follow these steps to get the process underway:

  1. Contact Us: Send an email to Contact@Spinasshop.com with the following details:
    • Your order number (found in your order confirmation email).
    • A list of the item(s) you wish to return.
    • A brief reason for the return (e.g., wrong item, changed mind, etc.).
    • Clear photos of the item, especially if it’s damaged or faulty, to help us assess the situation.
  2. Wait for Our Response: Our team will review your request and get back to you within 1–2 working days. We’ll provide detailed return instructions, including the return address and any specific steps you need to follow.
  3. Package and Ship: Once approved, carefully package the item in its original packaging and send it back using a reliable shipping service (more on this below).

We aim to make this process as smooth as possible, so don’t hesitate to ask if you have any questions while preparing your return.

Return Shipping

Unless the item was damaged, faulty, or sent in error, the cost of return shipping will be your responsibility. Here are a few tips to ensure a successful return:

  • Use a Tracked Service: We strongly recommend using a tracked and insured delivery service to ship your return. This protects you in case the package is lost or damaged during transit. Please retain your tracking number until the return is fully processed.
  • Secure Packaging: Pack the item securely to prevent damage during shipping. Use the original packaging if possible, and ensure all items are included.
  • Return Address: We’ll provide the correct return address in our response to your return request. Do not send items back to the original shipping address without confirmation, as it may delay processing.

If the return is due to our error (e.g., we sent the wrong item or it arrived damaged), we’ll cover the return shipping costs. In such cases, we’ll provide a prepaid shipping label or reimburse you for reasonable shipping expenses, depending on your location.

Refunds

Once your return arrives at our facility, we’ll inspect it to ensure it meets our return conditions. Here’s how the refund process works:

  • Inspection and Notification: We’ll check the item within 1–2 working days of receiving it and notify you via email about the status of your refund. If everything is in order, we’ll proceed with processing your refund.
  • Refund Processing: If approved, your refund will be issued to the original payment method (e.g., credit card, PayPal) within 5–7 business days. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
  • What’s Refunded: We’ll refund the full purchase price of the item, excluding the original shipping charges, which are non-refundable. If you received free shipping as part of a promotion, no shipping costs will be deducted.
  • Partial Refunds: If the returned item shows signs of use, damage, or missing components (e.g., tags or packaging), we may issue a partial refund based on the item’s condition. We’ll inform you of the adjusted amount and explain the reasoning before processing.

If your refund is delayed or you have concerns, please contact us, and we’ll look into it immediately.

Damaged or Faulty Items

We take great care to ensure your order arrives in perfect condition, but sometimes issues happen. If your item arrives damaged, faulty, or not as described, please follow these steps:

  • Notify Us Promptly: Contact us within 48 hours of delivery by emailing Contact@Spinasshop.com. Include your order number, a description of the issue, and clear photos showing the damage or fault.
  • Our Response: We’ll review your case quickly and, if approved, offer you the choice of a free replacement or a full refund (including any original shipping costs).
  • Free Returns: For damaged or faulty items, we’ll cover the return shipping costs. We’ll either provide a prepaid shipping label or reimburse you for the cost of returning the item.

If the issue is minor (e.g., a small cosmetic flaw that doesn’t affect functionality), we may offer a partial refund or discount as an alternative, with your agreement.

Exchanges

At this time, we do not offer direct exchanges for returned items. If you’d like a different size, colour, or product, here’s what to do:

  1. Return the original item following the steps outlined in the “How to Request a Return” section.
  2. Once your return is processed and refunded, place a new order for the item you want on Spinasshop.com.

This approach ensures you get exactly what you’re looking for while keeping the process simple. If you need assistance selecting the right product for your new order, our team is happy to help.

International Orders

For customers outside the United Kingdom, the same return and refund policies apply, with a few additional considerations:

  • Customs and Duties: Any customs fees, import duties, or taxes incurred during the original shipment or return are non-refundable and are the customer’s responsibility.
  • Shipping Time: International returns may take longer to reach us due to distance and customs processing. Please use a tracked shipping service to avoid delays or lost packages.
  • Currency: Refunds will be issued in the currency of your original payment. Exchange rate fluctuations may affect the final amount credited to your account.

If you’re returning from outside the UK, please contact us for specific return instructions to ensure compliance with international shipping regulations.

Cancellations

If you change your mind before your order has shipped, we may be able to cancel it. Please contact us as soon as possible at Contact@Spinasshop.com with your order number. If the order hasn’t been dispatched, we’ll cancel it and issue a full refund, including any shipping charges. Once an order has shipped, our standard return policy applies.

Contact Us

We’re here to assist you every step of the way. If you have any questions about returns, refunds, or anything else, please don’t hesitate to reach out:

Email: Contact@Spinasshop.com (expect a response within 10 working hours)

Phone: +44 7577 032897 (available during business hours, Monday–Friday, 9 AM–5 PM GMT)

Address: Spinasshop LTD, 83 Foulden Road, London, England, N16 7UH, United Kingdom

Thank you for choosing Spinasshop. Your satisfaction is our top priority, and we’re committed to making your shopping experience exceptional.