🔄 Refund Policy
Last updated: March 2026
Overview
SPNID is committed to ensuring customer satisfaction. If you are not satisfied with your purchase, you can request a refund within the established terms.
Right of withdrawal: You have 14 days from receipt of the item to exercise the right of withdrawal, pursuant to EU Directive 2011/83.
Refund Conditions
A refund is granted in the following circumstances:
- Product not matching description or defective.
- Product not received within estimated delivery times.
- Product damaged during shipping.
- Exercise of the right of withdrawal within 14 days.
- Duplicate or incorrect charge.
Refund Exclusions
⚠️ A refund cannot be obtained in the following cases:
- Digital products already downloaded or used.
- Services already provided or completed.
- Customized or made-to-order products.
- Request made beyond the established terms.
- Product returned damaged or in different condition from the original.
How to Request a Refund
- Open a support ticket through the Help Center.
- Provide the order number and a detailed description of the issue.
- Attach photos or evidence if the product is damaged or non-conforming.
- Wait for confirmation — our team will review the request within 48 hours.
Refund Timing and Methods
Processing Times
- Approval: within 48 business hours of the request.
- Card refund: 5-10 business days (depends on the bank).
- SPNID credit: immediate, usable for future purchases.
Refund Amount
The refund includes the product price. Original shipping costs are refunded only in case of seller error or defective product.
Returns
For physical product returns:
- The product must be in original condition, with packaging and accessories.
- Return shipping costs are borne by the buyer, unless it's a seller error.
- The return must be shipped within 14 days of approval.
Disputes and Mediation
In case of disagreement on the refund request:
- First step: contact our support team for a review.
- Second step: internal mediation between buyer and seller.
- Third step: EU ODR platform for alternative resolution.
ODR Platform: ec.europa.eu/consumers/odr
Buyer Protection
SPNID offers additional buyer protection:
- Delivery guarantee: if the product does not arrive, full refund.
- Conformity guarantee: the product must match the description.
- Secure payments: all transactions are protected through Stripe.
- Dedicated support for every dispute.