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Refund Policy - Spinex Shop

At Spinex Shop, we want you to be completely happy with your purchase. If for any reason you're not satisfied, we're here to help.

1. Your Right to Cancel (UK Consumer Law)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item(s), without giving any reason. You then have a further 14 days to return the goods to us.

To exercise your right to cancel, please contact us at spinexshop.co.uk@gmail.com before returning any item.

2. Our 30-Day Returns Guarantee

We go beyond the legal minimum. We offer a 30-day returns window from the date of delivery. To be eligible for a return, your item must be:

  • Unused and in its original condition

  • In its original packaging with all accessories and manuals included

  • Accompanied by proof of purchase (order number or confirmation email)

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless they are faulty:

  • Opened skincare or beauty products where the seal has been broken

  • Items marked as non-returnable at the time of purchase

  • Gift cards or promotional vouchers

4. Faulty or Damaged Items

If your item arrives damaged, defective, or not as described, please contact us within 48 hours of delivery at 

  • Email us at spinexshop.co.uk@gmail.com with your order number and reason for return

  • We will send you a return authorisation and instructions within 2 business days

  • Pack the item securely and ship it back to us

  • We recommend using a tracked shipping service — we cannot be held responsible for items lost in transit

 with your order number and photos of the issue. We will arrange a free replacement or full refund at no cost to you.

Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund for goods that are not of satisfactory quality, not fit for purpose, or not as described.

5. How to Return an Item

  • Email us at  spinexshop.co.uk@gmail.com with your order number and reason for return

  • We will send you a return authorisation and instructions within 2 business days

  • Pack the item securely and ship it back to us

  • We recommend using a tracked shipping service — we cannot be held responsible for items lost in transit

6. Return Shipping Costs

  • Faulty or incorrect items: we cover all return postage costs

  • Change of mind returns: the cost of return postage is the customer's responsibility

7. Refunds

Once we receive and inspect your returned item, we will notify you by email. If your return is approved, your refund will be processed within 5–10 business days to your original payment method. Please note that your bank or card provider may take additional time to post the credit to your account.​

8. Exchanges

  • We currently do not offer direct exchanges. If you would like a different product, please return your original item for a refund and place a new order.

9. Contact Us

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