Refund policy

Returns

We have a 30-day return policy on most of our products, which means you have 30 days after receiving your item to request a return. Please read below for exceptions.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags where applicable, and in its original packaging.

This does not affect your statutory rights, including your EU right of withdrawal where applicable.

To start a return or cancellation, you can use the Returns and Cancellations link in the footer of our website and follow the instructions in your customer account. You can also contact us by email at info@spicyjupiter.com, through our contact page, or via our site chat.

We will advise you of the return address the item needs to be sent to, where applicable.

Returns or problems that occur because of an error on our part will be handled at our expense. For returns of products without any defect, the customer is responsible for return shipping costs unless we have agreed otherwise.

You can always contact us if you have any questions about returns.

Damages and issues

Please inspect your order upon receipt and contact us as soon as possible if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

To help us process your request, please write to us at info@spicyjupiter.com, describe the problem in detail, and send us relevant photos where possible. It is best to include photos with your initial problem report to avoid delays.

Exceptions / non-returnable items

Custom and personalised items

Certain types of items cannot be returned unless they are defective, damaged, or incorrect. This includes custom products, custom orders, and personalised items.

Apparel

For misprinted, damaged, or defective apparel, please contact us within 21 days of receiving your item where possible, so that we can raise the issue with our supplier promptly. This does not affect your statutory rights.

Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period

If your order is delivered to an address in the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

You can exercise this right using the Returns and Cancellations link in the footer of our website, or by contacting us directly.

The 14-day cooling-off period may not apply to:

• goods that are made to the consumer’s specifications or are clearly personalised;
• sealed goods which were unsealed after delivery and are not suitable for return due to health protection or hygiene reasons.

For EU right of withdrawal returns, you are responsible for any reduction in the value of the item caused by handling it beyond what is necessary to establish its nature, characteristics, and functioning.

For EU right of withdrawal returns, we will issue any eligible refund within 14 days of receiving your cancellation request. We may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back.

Items lost in post

If your item is not delivered, please contact us. Whilst it is rare, mistakes happen, and sometimes there are delays beyond our control. We will work with you to rectify the situation, first attempting to locate the item and make sure it gets to you. If this is not possible, we will offer either a replacement or a refund.

For apparel packages lost in post, please contact us no later than 21 days after the estimated delivery date where possible, so that we can raise the issue with our supplier promptly.

Wrong address

If you provide an address that is considered insufficient by the courier, the shipment may be returned to us. You will be responsible for reshipment costs once we have confirmed an updated address with you, if applicable.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days.

Please note that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us.