Refund policy

Last updated: 10 October 2025

1. Introduction

At Spierb, we want you to be happy with your purchase.
If something isn’t right, you can return eligible items within our return window.
Please read this policy carefully to understand your rights and our process.

2. Return Eligibility

You may request a return within 14 days of receiving your order.

To be eligible:

  • The item must be unused, unopened, and in its original packaging.
  • Returns are accepted for both defective and non-defective (change-of-mind) products.
  • A receipt or proof of purchase is required.

Please contact our support team at care@spierb.com before sending any return so we can register and provide the correct return authorisation and return address (Amazon or Veeqo facility).

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us immediately with your order number and photos.
We’ll replace the item free of charge, or issue a full refund if a replacement is unavailable.
You will not be charged for return shipping in these cases.

4. Change-of-Mind Returns

If you change your mind, you may return the product within 14 days provided it is unused and sealed.

  • Return postage is the customer’s responsibility.
  • No restocking or admin fees are charged.
  • Once inspected and approved, a refund will be issued to your original payment method.

5. Refund Processing Time

Approved refunds are processed within 10 business days after we receive the returned parcel.
Your bank or card provider may take additional time to post the funds.

6. Exchanges

To exchange an item, please place a new order once your return has been processed.
This ensures faster handling and accurate stock control.

7. Lost Parcels

If a parcel is lost in transit, we will gladly replace it at no extra cost, provided the correct address was entered at checkout.
If you prefer not to receive a replacement, we will wait 30 days before issuing a refund in case the parcel is later delivered.

8. Return Location

All returns are processed through Amazon Fulfilment Centres (FBA) or our authorised Veeqo-managed return facilities.
The exact return address will be provided by our customer service team once your return request is approved.
Please do not send parcels to our registered office, as we cannot process returns there.

9. Business Contact Details

Prime Cart UK Ltd (trading as Spierb)
2 Frederick Street, London, WC1X 0ND, United Kingdom
Email: care@spierb.com
Company Registration Number: 12777677
VAT Registration Number: GB367723566

10. Legal Notice

This Refund & Return Policy complies with the UK Consumer Contracts Regulations (2013) and the Consumer Rights Act (2015).
Nothing in this policy affects your statutory rights as a consumer.