Refund policy
Last updated: 3 December 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. This policy explains how returns and refunds work for orders placed through our online store and delivered to the countries and regions we serve (as shown in our country/region selector and/or at checkout, the “Service Areas”).
Nothing in this policy affects your statutory rights as a consumer under the laws of your country of residence (including, where applicable, UK or EU consumer law).
2) Return eligibility & window
- You may request a return within 14 days of receiving your order.
- Items must be unused, unopened, and in their original packaging, with all seals and labels intact. For hygiene and safety reasons, we cannot accept returns of opened cosmetic products unless they are faulty.
- We accept returns for both:
- Damaged/defective/incorrect items, and
- Change-of-mind (non-defective) products that meet the above condition.
- Proof of purchase (for example, your order number) is required.
- Returns are processed by mail only. Please contact us before sending anything back so we can register your return and provide the correct return address (Amazon FBA or our authorised Veeqo facility in the relevant region).
How to start a return:
Email care@spierb.com with your order number, the item(s) you wish to return, and the reason.
If you are a consumer resident in the UK or in a member state of the European Union, this 14-day window includes (and is not less than) your statutory right to cancel certain distance contracts within 14 days of delivery, subject to the conditions set out in applicable consumer law.
3) Damaged, defective, or incorrect items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible with:
- Your order number
- Clear photos of the parcel and the item(s) in question
- A short description of the issue
Once we verify the problem, we will either:
- Arrange a replacement at no charge (subject to stock availability), or
- Issue a full refund if a replacement isn’t available or is not appropriate.
Spierb covers return shipping costs in these cases. We’ll provide instructions and/or a prepaid return label or arrange a carrier collection where available.
4) Change-of-mind returns
If you change your mind:
- You may return the product within 14 days of receiving your order, provided it is unused, sealed and in its original packaging.
- Return postage for change-of-mind returns is the customer’s responsibility.
- We do not charge restocking or admin fees.
- Once the return is received and approved (item checked and confirmed unused/sealed), we will process a refund to your original payment method.
We recommend using a tracked service for change-of-mind returns. We cannot accept responsibility for parcels lost in transit when the return is arranged directly by the customer.
5) Refund timing
Approved refunds are typically issued within 10 business days after we receive and inspect the returned parcel 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 required by local law, we will process refunds within the time limits prescribed by that law.
6) Exchanges
We don’t offer direct exchanges.
If you would like a different item, shade, or quantity, please:
- Request a refund for the original item (where eligible), and
- Place a new order once your refund is processed.
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 the carrier.
- Once confirmed lost, we will either:
- Replace the parcel at no extra cost, or
- Issue a refund if you prefer not to receive a replacement or if a replacement is not available.
If you prefer not to receive a replacement, we may wait up to 30 days from the shipping date (or a similar reasonable period based on the carrier’s investigation and your country’s law) before issuing a refund, in case the parcel is later delivered.
If an incorrect or incomplete address was provided, please refer to our Shipping Policy for how such cases are handled.
8) Return location (by mail only)
All returns are processed through Amazon Fulfilment Centres (FBA) or our authorised Veeqo-managed return facilities. The exact return address and instructions will be provided after your return request is approved and will normally correspond to a regional facility (for example, within the UK, within the EU, or within another relevant region).
Please do not send parcels to our registered office or correspondence addresses. We cannot process returns at those locations.
9) Business contact details
Prime Cart UK Ltd (trading as Spierb)
Registered office (UK):
Prime Cart UK Ltd
2 Frederick Street
London, WC1X 0ND
United Kingdom
Email: care@spierb.com
Company Registration Number: 12777677
EU correspondence address (for customers and regulators in the European Union):
Prime Cart UK Ltd
PMB 9032, Paxlaan 10
Hoofddorp, Noord Holland
2131 PZ
Netherlands
Canada correspondence address (for customers and regulators in Canada):
Prime Cart UK Ltd
145 1/2 Church Street
Office 202, Unit 5
Toronto, ON M5B 1Y4
Canada
We are registered for VAT in the United Kingdom and in selected EU member states. VAT registration details are included on relevant invoices and are available on request.
10) Legal notice
This Refund & Returns Policy is intended to comply with the UK Consumer Contracts Regulations (2013) and the Consumer Rights Act (2015) and, where applicable, with the mandatory consumer protection laws of the country where you reside (for example, EU consumer law for residents of EU member states).
Nothing in this policy affects your statutory rights as a consumer under UK, EU, or other applicable consumer protection laws.
