Customer satisfaction is our top priority. We guarantee the quality of our products and we want you to be completely satisfied with your purchases. If for any reason you are not completely satisfied with your purchase, we will be happy to exchange the item for you to better meet your needs and tastes. You can return the purchased items within 30 days of receipt for an exchange or full refund/Credit (less shipping charges) subject to Return Conditions.
We are always striving to make the Return and Exchange process as easy and hassle-free for you as possible. It is simple, providing you follow our Return and Exchange Instructions. Please contact email@example.com should you have further questions.
Items must be returned in NEW (unused, untested, and resalable) condition, in the original manufacturer packaging, with all accessories, kit components, promotional items and instruction manuals included. For your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage.
Generally, as a “rule-of-thumb" you return the items to us the same way we sent them to you - in the same condition and with all the original contents.
We do not accept returns or exchanges on customized orders. All charges related to the return of items to Spinel USA are the responsibility of the customer.
There is no restocking fee for returns of unopened, unused, and untested items returned within 30 days. Please keep in mind that restrictions apply. A restocking fee of 15% may be applied to returns of opened, used, or damaged products to cover our processing, packing and shipping expenses. Additional fees may apply if the item is not returned in its original packaging.
Spinel USA reserves the right to charge a restocking fee of up to 15% for the return of resalable items outside of the policy stated here.
If you are not fully satisfied with your purchase, we will be happy to exchange it for you. Please return the item to us within 14 days and experience no restocking fees, providing the item is in NEW (unopened, unused, untested and resalable) condition. Contact us at firstname.lastname@example.org to initiate your exchange.
Exchanges In Case Of Shipping Damage
If an item comes damaged as a result of shipping, we will be happy to exchange it for you. An insurance claim may be required to be filed and finalized before compensation is issued to the customer or product is replaced. Please contact us within 3 business days of delivery to initiate a claim. A damaged item returned for a replacement may be repaired or exchanged at Spinel USA’s discretion. See Shipping Damage and Lost Packages for more information.
Product Refunds/ Credits: We will be happy to issue a refund/ credit to you providing the Return Conditions are met. In the event of non-compliance with these requirements, a refund will be issued in accordance with the condition of the returned merchandise and the value of missing items, if any. No refunds will be issued before merchandise is received and evaluated.
Shipping Refunds: Shipping charges on returns are not refundable. We do not offer refunds for shipping charges, including but not limited to domestic Ground, Express or International shipping. Please be advised that we are unable to refund any fees imposed by an entity other than Spinel USA such as customs or brokerage fees.
Return and Exchange Instructions
Spinel USA has created a hassle-free Return and Exchange process with step-by-step guidelines for your convenience. The process is simple providing you follow the instructions.
To return or exchange an item, please follow these simple steps:
1.Contact email@example.com to initiate the return or exchange. Please have the model number, purchase date and reason for return ready.
2.Pack the unit securely using original packing material. Please note that we do not accept COD shipments. Use FedEx, DHL, UPS or USPS service with delivery notification. Using one of these four shipping methods will make shipment tracking possible. Please insure the package for full value of the merchandise. The merchandise is still your property until it reaches our hands and we are not responsible for any shipping damages occurring at this point.
Please remember to include all the contents such as accessories that came in the original order.
Please also include name, email, and phone.
Please note that we are not responsible for lost or stolen returned merchandise.
3.Spinel USA will begin processing the return or exchange immediately upon receiving the item.
All returns are processed within 1-2 weeks of the receipt of returned merchandise. Refunds/Credits when applicable are issued within 2 weeks of processing the return as credit card companies vary in their processes of posting credits back to your account.
We do not accept returns on: Customized or personalized products.
Restocking fees are charged for the return of: Items that have been removed from original packaging.
Shipping Damage and Lost Packages
•Inspect merchandise immediately upon delivery before the carrier leaves
•If you detect visible physical damage or missing items, refuse the package.
Contact us immediately if damage has been detected. If you receive damaged merchandise or do not receive it at all, the carrier will need to conduct an investigation.
Please notify us immediately about the problem within 3 business days of receipt. DO NOT discard the shipping carton and packaging to facilitate the investigation process if necessary.
All claims are usually processed within 2 weeks from the time of initiation. If the carrier claims responsibility for the lost or damaged item, insurance reimbursement will be issued to Spinel USA return, a replacement item will be sent to you.
Orders shipped to addresses outside the United States
Orders shipped to addresses outside the Continental United States may be assessed a tax or duty by the country accepting the package(s). Taxes, duties or brokerage fees are to be paid directly by the customer and are not refundable under any circumstances. Please check with your customs office to make sure you understand all fees that may be assessed on your order.
Orders are processed on the first available business day after your order is placed. In most cases your order will arrive within a couple of days. Orders are shipped using credible Services and along with a tracking number.
UPS, DHL and FedEx are available for an additional charge. Please contact us directly at (800) 837-5859 or email to firstname.lastname@example.org to find out more information.
International Out-of-Delivery-Area Surcharge:
It applies for all international out of delivery area, Greater of $34 per shipment or $0.34 per lb. This surcharge is charged by carriers, not Spinel.
We may be unable to ship to P.O. Boxes, APO/FPO addresses. Please provide address that have been tested and proven to accept packages.
We do not offer Saturday, Sunday or holiday delivery.
Our postal services do not require a signature upon delivery. USPS and UPS will leave your package at the safest location at your address.
Over Sized Products
An additional surcharge may be added to oversized items upon Spinel USA’s discretion. This charge will be noted before shipping.