Refund policy

Last updated: 5 July 2026

1. Introduction

At Spierb, we want you to receive your order in good condition and exactly as described.

This Refund & Returns Policy explains how refunds, replacements, cancellations, and issue-related returns work for orders placed through our Canadian online store and delivered to addresses in Canada.

Due to the nature of our cosmetic, hair care, skin care, and personal care products, we do not accept returns for change of mind. Returns are only accepted where there is an issue with the order, such as a damaged, defective, incorrect, missing, or undelivered item.

Nothing in this policy affects any rights you may have under applicable Canadian federal, provincial, or territorial consumer protection laws.

2. Return eligibility

We only accept returns where there is a problem with the item or order.

You may contact us within 14 days of receiving your order if:

  • The item arrived damaged

  • The item is defective

  • You received the wrong item

  • Part of your order is missing

  • The parcel appears to be lost in transit

  • There is another issue with the product or delivery

For hygiene and safety reasons, we cannot accept returns of cosmetic, hair care, skin care, or personal care products simply because you changed your mind, ordered the wrong item, no longer want the product, or do not like the product after purchase.

3. No change-of-mind returns

We do not accept returns or issue refunds for change-of-mind purchases.

This includes, but is not limited to:

  • Ordering the wrong product by mistake

  • No longer wanting the item

  • Changing your mind after purchase

  • Disliking the colour, texture, smell, or appearance of the product, unless the item is faulty or not as described

  • Buying more than needed

  • Personal preference or suitability reasons

Please review the product description, ingredients, quantity, and usage information carefully before placing your order.

4. How to report an issue

To report an issue with your order, email us at care@spierb.com within 14 days of receiving your order.

Please include:

  • Your order number

  • A short description of the issue

  • Clear photos of the parcel, packaging, label, and item, where applicable

  • Details of any missing, incorrect, damaged, or defective item

We may ask for additional information so we can investigate the issue with our fulfilment partners, Veeqo, Amazon Fulfillment / Multi-Channel Fulfillment, Amazon FBA inventory, or the delivery carrier.

Please do not send any item back unless we have reviewed your request and provided return instructions.

5. Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible.

Once we verify the issue, we will normally offer one of the following:

  • A replacement at no additional cost, subject to stock availability; or

  • A refund if a replacement is not available or is not appropriate.

If we require the item to be returned, Spierb will cover reasonable return shipping costs for damaged, defective, or incorrect items. We may provide a prepaid return label, return instructions, or another suitable return method where available.

6. Missing items

If part of your order is missing, please contact us at care@spierb.com with your order number and photos of the parcel and packing materials.

Once we verify the issue, we will normally send the missing item where stock is available, or issue a refund for the missing item if a replacement is not available or is not appropriate.

7. Lost parcels

If a parcel is lost in transit and the correct delivery address was entered at checkout:

  • We will investigate with our fulfilment partners and/or the delivery carrier.

  • Once the parcel is confirmed lost, we will normally offer a replacement at no extra cost or issue a refund if a replacement is not available or is not appropriate.

If you prefer not to receive a replacement, we may wait for a reasonable carrier investigation period before issuing a refund, in case the parcel is later delivered.

If an incorrect or incomplete address was provided at checkout, please refer to our Shipping Policy for how such cases are handled.

8. Refund timing

Approved refunds are typically issued within 10 business days after we approve the refund or, where a return is required, after the returned item is received and inspected at the designated return facility.

Your bank, card provider, or payment service may take additional time to credit the funds to your account. This part of the process is outside our control.

Where applicable law requires a different refund timeline, we will follow the required legal timeline.

9. Order cancellations

You may request cancellation of an order before the item has been fulfilled.

To request cancellation, contact us as soon as possible at care@spierb.com with your order number.

Because our orders may be processed quickly through Veeqo, Amazon Fulfillment / Multi-Channel Fulfillment, Amazon FBA inventory, or other fulfilment partners, we cannot guarantee that a cancellation request can be completed once fulfilment has started.

If your order has already been fulfilled or shipped, it cannot be cancelled. You may only request support after delivery if there is an issue with the order, such as damage, defect, incorrect item, missing item, or non-delivery.

10. Exchanges

We do not offer direct exchanges.

If your item is damaged, defective, or incorrect, we may provide a replacement where appropriate and where stock is available.

We do not offer exchanges for change of mind, personal preference, or ordering the wrong product.

11. Return location

All authorised returns are processed by mail through Amazon Fulfillment Centres, Veeqo-managed return facilities, or our other authorised return locations.

The exact return address and instructions will be provided only after your issue has been reviewed and your return, if required, has been approved.

Please do not send returns to our business address unless we specifically instruct you to do so. We may not be able to process returns sent to the wrong address.

12. Business contact details

Prime Cart CA Ltd
Trading as Spierb

850 Milner Ave, Unit 1005,
Toronto, Ontario
M1B 5N7
Canada

Email: care@spierb.com

13. Legal notice

This Refund & Returns Policy is intended to provide clear information about our refund, replacement, return, and cancellation practices for customers in Canada.

Nothing in this policy limits or excludes any rights you may have under applicable Canadian federal, provincial, or territorial consumer protection laws.

If there is a conflict between this policy and your mandatory legal rights, your mandatory legal rights will apply.