Refund policy

Last updated: 10 October 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. Please read this policy carefully to understand your rights and our process.

2) Return eligibility & window

  • You may request a return within 14 days of receiving your order.
  • Items must be new only: unused, unopened, and in the original packaging.
  • We accept returns for both defective and non-defective (change-of-mind) products.
  • Proof of purchase (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).
  • (We provide a prepaid label for damaged/defective/incorrect items; change-of-mind returns are customer-paid.)

How to start a return: email care@spierb.com with your order number, item(s), and reason.

3) Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, contact us immediately with photos and your order number. We’ll either replace the item at no charge (subject to stock) or issue a full refund if a replacement isn’t available.
Spierb covers return shipping in these cases (we’ll provide instructions or a prepaid label).

4) Change-of-mind returns

If you change your mind, you may return the product within 14 days, provided it is unused and sealed.

  • Return postage: customer’s responsibility.
  • No restocking/admin fees.
  • Once the return is received and approved, we’ll refund to your original payment method.

5) Refund timing

Approved refunds are issued within 10 business days after we receive and inspect the returned parcel. Your bank or card provider may take additional time to post the funds.

6) Exchanges

We don’t offer exchanges. Please place a new order after your refund is processed.

7) Lost parcels

If a parcel is lost in transit and the correct address was entered at checkout, we’ll replace it at no extra cost. If you prefer not to receive a replacement, we may wait up to 30 days before issuing a refund in case the parcel is later delivered.

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 will be provided after your return request is approved.
Please do not send parcels to our registered office; we cannot process returns there.

9) Business contact details

Prime Cart UK Ltd (trading as Spierb)
2 Frederick Street, London, WC1X 0ND, United Kingdom
Email: care@spierb.com
Company Registration Number: 12777677
VAT Registration Number: GB367723566

10) Legal notice

This Refund & Returns Policy complies with the UK Consumer Contracts Regulations (2013) and the Consumer Rights Act (2015). Nothing in this policy affects your statutory rights as a consumer.