Refund policy

Return and Refund Policy

We hope you love your order from Spine & Vine. If you change your mind, you have the right to cancel your order within 14 days of receiving it.

To request a return, email contactspineandvineshop@gmail.com within 14 days of delivery. Please include your order number and the reason for your return. Once you have told us that you wish to cancel, you have a further 14 days to return the goods.

Please don’t send a return without contacting us first. We will provide the return address and instructions after your return request has been accepted.

Return conditions

Returned items must be unused, in their original condition, and returned with their original packaging where reasonably possible. You may inspect an item as you would in a shop, but we may reduce the refund if it has been handled more than necessary and its value has been affected.

You will also need your receipt or other proof of purchase.

Return postage

You are responsible for the cost of returning an unwanted or change-of-mind item. We recommend using a tracked postal service, as you remain responsible for the parcel until it reaches us.

If an item is faulty, damaged, or incorrect, contact us before returning it. Where appropriate, we will arrange or reimburse reasonable return postage.

Damaged, faulty, or incorrect items

Please inspect your order when it arrives. If an item is damaged, faulty, or different from what you ordered, email contactspineandvineshop@gmail.com as soon as possible with your order number and photographs of the item and packaging.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

Items that cannot be returned

Certain items may not be eligible for a change-of-mind return, including:

• Perishable goods
• Personalised or custom-made products
• Sealed goods that are not suitable for return for health protection or hygiene reasons, if the seal has been broken
• Gift cards

These exclusions don’t apply where an item is faulty, damaged, incorrectly described, or where your statutory rights otherwise entitle you to a remedy.

Refunds

We will let you know when we receive and inspect your return. If it is approved, we will refund the payment to your original payment method.

Refunds will be issued within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier. Your bank or card provider may take additional time to process the payment.

For a full order cancellation, we will refund the cost of standard outbound delivery. If you selected a more expensive delivery service, we aren’t required to refund the additional cost above our standard delivery rate.

Cancelling before dispatch

If you want to cancel an order before it has been dispatched, email contactspineandvineshop@gmail.com as soon as possible. We will try to stop the order, but if it has already been dispatched, you will need to follow the returns process above.

Contact

For questions about returns or refunds, contact:

contactspineandvineshop@gmail.com