Returns and Exchanges Policy
We take pride in bringing our customers high quality durable products, and we want you to be completely satisfied with your Spencil purchases. In addition to your rights under Australian Consumer Law, we will review all circumstances of each return request to be resolved at the company’s discretion to ensure our customers receive a positive experience with Spencil. In most circumstances, we are happy to provide a return or exchange for Change of Mind for orders that adhere to the below Terms and Conditions of Sale.
Change of Mind Returns/Exchange
We will happily provide a return or exchange for change of mind provided that:
- There is proof of purchase
- The item is returned within 14 days of receipt
- The item is in re-saleable condition with:
- Original packaging, including tags, stickers and accessories
- Is unused/unworn/unopened
If these requirements are not met, Spencil reserves the right to refuse a return or exchange. Any returns under the above terms and conditions will receive either a refund or eGift card for future use with Spencil, or may be exchanged for other product, with an eGift card provided for any difference in value.
Variation for items purchased with zipPay
Providing the above terms and conditions of sale are met you are entitled to a refund on zipPay purchases.
Options for Returning Items
Return to Head Office
Any purchases made in store or online can be returned to Spencil Head Office. Please contact us via email@example.com to place a request for a change of mind return. Your request must include:
- Order Number or Copy of Receipt
- Date of Purchase
- Full Name
- Contact Phone Number
- Email Address
- Item/s to be returned
- Choice of Refund, eGift Card or Item Exchange
Our customer service team will be in touch to confirm that your return/exchange request has been received with further details on how to proceed.
Customers are responsible for all return post charges to send back change of mind goods, and for any exchange shipping. Shipping costs are non-refundable.
Return to Store
In store and online purchases may be returned to the Spencil Brisbane DFO Outlet Store (QLD, Aust) and must adhere to the aforementioned requirements of a Change of Mind return/exchange. Please ensure that you provide Proof of Purchase upon the return/exchange request.
All Sale Item purchases are final. Please choose carefully as Spencil does not provide returns, refunds or exchange on the purchase of Sale Items. This includes any items purchased using a Discount Code or Promotional Items.
Free Gift with Purchase
Upon the return of any items purchased in conjunction with a Free Gift with Purchase promotion, you must ensure the Gift is returned also, or have the value of the Gift deducted from the refund, eGift card or exchange value.
Faulty, Damaged, Unfit for Purpose or Incorrect Items
We have a “no questions asked” policy on any items returned within 14 days of receipt due to any of the reasons below. Spencil will happily provide a refund or exchange where:
- The product is faulty or not of acceptable quality
- The product is not fit for its intended purpose
- The product does not match its description
Simply contact us via firstname.lastname@example.org concerning your item for further direction on how to proceed. Our customer service team will be in touch with further details. Once we have received your return, we will examine the product and will contact you within 2 business days.
All other cases will be resolved at Spencil’s discretion. Please note that we do not offer refunds or exchanges on general wear and tear.