Refund Policy
Refund policy
The customer has 14 days after product purchase to request a refund. Products purchased but not shipped yet are subject to a 10% cancellation/restocking fee after 24 hours has lapsed. Products that have already shipped or arrived in the buyers’ hands will be subject to a 30% restocking fee within the 14 days after product receipt. Once the 14 days has elapsed, no refunds will be provided.
It is crucial to understand that we will waive the restocking fee for returns only if the product arrived faulty. All returns for personal reasons will be subject to 30% restocking fee. In some cases, we will provide you a shipping label depending on your location, but most likely, you will have to ship it back to a provided return address by emailing us.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@spiderstudio.co
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@spiderstudio.co
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
DEFECTIVE ON ARRIVAL POLICY
We know most of our products are expensive. That’s why we take all possible steps to ensure the products you receive are complete and in working condition before they leave our facility. All products are personally and meticulously checked to make sure all components are present and everything is working as it should.
However, in the unlikely event the product should arrive DEFECTIVE ON ARRIVAL you must report it to us within 24 hours of receipt in your hand and we will work with you to provide an exchange of the product, under the following conditions:The DOA product is returned to us in the same condition that it arrived in your hand, meaning that it is not modified, disassembled or tampered with in any way.
If the packaging was damaged by the carrier, then it is completely out of our control, but we can provide you a replacement unit free of charge if you prove the damage when emailing us. You are responsible for return shipping to us for the damaged unit. The replacement unit will be mailed out as soon as you drop off your return and tracking is updated on our end.
Each incident will likely be unique and will be handled on a case-by-case basis. Rest assured, we will take care of you as best as we can.
We reserve the right to allow or deny refund and the full scope of this policy if we determine that there is a fraudulent claim.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
For orders that were modified (such as product exchanges) and had sales or discount codes applied, we can only offer store credits or discount vouchers as compensation.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@spiderstudio.co