Returns & Refunds | Spoonvoodoo returns and refund policy

Spoonvoodoo Returns & Refunds Policy

Last updated: 16/09/2025

We want you to be happy with your order. This page explains when refunds, returns, and cancellations apply, and how to get help fast.

When a return or refund applies

We’ll offer a replacement or refund if:

  • We sent the wrong item
  • Your order arrived damaged or faulty
  • A parcel is returned to sender undelivered

Cancellations

  • You can cancel before dispatch.
  • If your order has already shipped, You can still return the items.
  • You can ask to return your order within 14 days of receiving it, you must dispatch the goods within a further 14 days and supply proof of postage in order to claim a refund.
  • Receive a full refund when the goods reach us. (Allow 14 days from receipt to process)
  • We strongly advise using a tracked service when returning orders

How to start a return

  1. Contact us with your order number and a brief description of the issue. (Add photos if the item is damaged.) You can also reach us on Instagram
  2. We’ll confirm whether a return is needed and send instructions.
  3. Pack securely and send using a tracked service . Keep proof of postage.

Replacements vs refunds

  • If stock is available, we usually replace first.
  • If a replacement isn’t possible, we’ll refund to your original payment method.

Return shipping costs

  • If we made an error or the item is confirmed faulty, we will cover return postage, but In most cases, we will dispatch a replacement free of charge.
  • If a return is approved for another reason, you may be responsible for return postage (we’ll confirm before you ship).

Condition of returned items

  • Returned items must include any accessories/packaging you received.
  • For damage or defects, don’t attempt repairs—contact us first.
  • Items must be returned in the state they were in when you received them

Timing

  • We aim to respond within 24 hours monday-friday
  • Once we receive and check a return (if required), refunds are issued within 14 working days. Your bank/card provider may take 3–5 working days to show the funds.

Items that can’t be returned / refunded

  • Custom or personalised commissions (unless faulty)
  • Items damaged through attempted repair, misuse, exposure, or alteration after delivery.
  • Non-tracked items where untracked post was chosen and the parcel was lost (we’ll still investigate so do reach out, but it’s strongly advised to use a tracked shipping method).

Orders that never arrived

If your parcel hasn’t arrived in the expected window, contact us and we’ll open an investigation with the carrier. If it’s confirmed lost, we’ll offer a replacement or refund depending on stock and order value.

How to reach us

Use the contact page or reach out on Instagram with your order number, photos (if applicable), and a short note about the issue.

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