Refund 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 a change of mind for orders that adhere to the 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 purchase for a refund or within 30 days for an exchange.
The item is in a 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 that meet the above terms and conditions will receive either a refund or an exchange for another product.

Variation for items purchased with Afterpay or PayPal Pay in 4.

Providing the above terms and conditions of sale are met you are entitled to a refund on Afterpay or PayPal Pay in 4 purchases.

Returning Items

Request a return online

Purchased from our website? Request a return through your customer account. You do not need a password or a previously created account.

Open your customer account and enter the email address used for your order.
Check your email for the six-digit verification code and enter it to sign in.
Select the order you would like to return and choose the return option.
Select the eligible items you wish to return, choose a return reason and add a note for our team.
Submit your return request. Please wait for our Customer Service team to confirm approval and provide return shipping instructions before posting your items.

If you need help, cannot see a return option, or would like to arrange an exchange, email hello@spencil.com.au with your order number and details of your request. Exchanges cannot be requested through the self-serve return form.

If you have purchased from us prior to 21/10/2026 please email hello@spencil.com.au to organise a return or exchange.

Posting your return

Purchases made online can be returned to Spencil via Parcel Post following submission of your return request and confirmation of the return from our Customer Service team.
Please note that returns or exchanges are not able to be processed via the Spencil warehouse. All items must either be returned/exchanged via Parcel Post after submitting a return request and contact with Spencil Customer Service, or the store from which they were purchased.
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.
Returns can not be delivered to the Spencil warehouse without prior communication with Spencil Customer Service.

Sale Items

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 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.

Spencil provides a 1 year manufacturer's warranty meaning if your product is faulty or not of acceptable quality and fails within this time period, we will provide you with a refund or exchange.

Spencil will happily provide a refund or exchange within 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

Once we have received your return, we will examine the product and will contact you within 2 business days.

All other cases outside of the above classifications will be resolved at Spencil’s discretion.

Please note our products are made to go the distance and they are tough but they are not indestructible so we do not offer refunds or exchanges on general wear and tear e.g. scuffs, scratches, dents, bite marks, rips or chips that were not caused in the product's manufacture nor damage from misuse, hard treatment (dragging bag on ground, chewing of water bottles, trying to fit things in where they shouldn't) or incorrect cleaning.

We give you our best advice on care of our products but you must apply that advice reasonably to your individual situation. While our lunch bags are machine washable, you must take care to protect them from being caught on other items in the wash or the machine itself. Damage from those other items or the machine does not fall under our manufacturer's warranty.

For further assistance or other enquiries about your order, please contact us at hello@spencil.com.au . Our customer service team will be in touch with further details.