At Spencer Vibes, we want you to be delighted with your purchase. If you are not entirely satisfied, this policy explains your rights and how to return items.
1. Your Right to Cancel (UK & EU Customers)
If you are a customer in the UK or EU, you have the legal right to cancel your order within 14 days of receiving your goods without giving any reason.
- The cancellation period expires 14 days after the day you receive your order (or, if your order is split, 14 days after you receive the final item).
- To exercise your right to cancel, you must notify us in writing by emailing hello@spencervibes.com before the cancellation period ends.
2. Effects of Cancellation
If you cancel within the 14-day cooling-off period:
- We will refund the full price of the goods.
- We will also refund the basic delivery cost (the least expensive standard delivery we offer).
- Refunds will be issued within 14 days of receiving the returned goods (or proof of return).
- Refunds will be made to your original payment method.
Please note: If you chose a faster or international delivery option, the additional shipping charges are non-refundable, unless your item is faulty or not as described.
3. Returning Goods
- Goods must be returned in their original condition, unused, and in the original packaging where possible.
- You must return items within 14 days of notifying us of cancellation.
- Customers are responsible for return postage costs, unless the item is faulty, damaged, or not as described.
- Please obtain and keep proof of postage.
4. International Returns
For customers outside the UK/EU:
- We accept returns within 14 days of receipt of your order.
- Return postage costs and any applicable customs/duties are the responsibility of the customer unless the item is faulty, damaged, or not as described.
- Clearly mark the package as “Returned Goods” to avoid customs charges. We are not responsible for customs fees incorrectly applied.
5. Non-Returnable Items
We cannot accept returns for:
- Personalised or custom-made products.
- Perishable goods (where applicable).
- Downloadable digital products.
- Gift cards.
6. Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or not as described:
- Contact us immediately at hello@spencervibes.com with your order number and photographs if possible.
- We will arrange a replacement, repair, or refund.
- We will cover all reasonable return postage costs.
7. Refund Process
- Once your return is received and inspected, we will notify you by email.
- If approved, your refund will be processed within 5”“7 working days to your original payment method.
- Refunds may take additional time to appear depending on your payment provider.
8. Exchanges
At this time, we do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order.
9. Contact Us
For all returns and refund enquiries, please email hello@spencervibes.com.
We handle your personal data for returns and refunds in line with our Privacy Policy.
Frequently Asked Questions
Who pays for return postage?
- If you change your mind: You pay for return postage.
- If your item is faulty/damaged: We cover return postage.
How long do I have to return an item?
- UK/EU customers: 14 days to notify us, then 14 days to return.
- International customers: 14 days from receiving your order.
When will I receive my refund?
- Within 14 days of us receiving your returned goods (or proof of postage).
What if my order never arrives?
- Please contact us as soon as possible. We will investigate with the courier and arrange a replacement or refund where applicable.