Returns & Exchanges

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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 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 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 zipPay or Afterpay

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

Returning Items

Any purchases made in-store or online can be returned to the Spencil Head Office. If you purchased from this site, simply login to your account, find the item in your Orders, click Return Item and fill in the form.

Alternatively if you purchased in-store or online (and did not create a Spencil account), simply enter the details using the form below.

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.

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 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

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.

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.

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

For a return or exchange, please complete the below form:

Order details
Contact details