Refund policy
1. Returns
We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.
To be eligible for a return, your item must:
- Be in the same condition as received
- Be unused, unworn, and undamaged
- Include all original packaging, tags, and accessories
- Include proof of purchase (order confirmation or receipt)
Returns that do not meet these conditions may be refused.
2. How to Start a Return
To initiate a return, please contact us at:
superspoon@use.startmail.com
Please include your order number and reason for return.
Once your return request is approved, we will provide you with:
- Return instructions
- Return shipping details
- (If applicable) a return shipping label
⚠️ Items sent back without prior approval will not be accepted.
3. Return Shipping
- Return shipping costs may be covered by the customer unless the item is defective or incorrect
- Shipping fees are non-refundable
- We are not responsible for returns lost or damaged in transit
4. Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival.
If your item is:
- Defective
- Damaged
- Incorrect
Contact us immediately at superspoon@use.startmail.com so we can assess the issue and resolve it as quickly as possible.
5. Non-Returnable Items
Certain items cannot be returned, including:
- Perishable goods (food, plants, etc.)
- Custom or personalized products
- Personal care or hygiene-related items
- Hazardous materials, flammable liquids, or gases
- Gift cards
- Sale items (unless required by local law)
If you are unsure whether your item is eligible, please contact us before purchasing or returning.
6. Exchanges
We do not offer direct exchanges.
The fastest way to receive the item you want is:
- Return your original item (if eligible)
- Once approved, place a new order separately
7. European Union Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
To qualify:
- Items must be unused and in original condition
- Must include original packaging, tags, and proof of purchase
8. Refunds
Once we receive and inspect your return, we will notify you of the approval status.
If approved:
- Refunds will be issued to your original payment method
- Processing time is typically up to 10 business days
Please note:
- Your bank or payment provider may require additional time to process the refund
- If more than 15 business days have passed after approval, please contact us
9. Contact
For all return-related questions, contact:
superspoon@use.startmail.com