Refund policy
At Spiritly, we strive to provide a seamless and enjoyable shopping experience. If for any reason you are not satisfied with your purchase, please review our returns and cancellations guidelines below.
Eligibility for Return
To be eligible for a return, your item must be:
- In the same condition in which you received it
- Unopened and unused
- In its original packaging with all tags and labels intact
We cannot accept returns for opened or partially consumed items.
Return Period
You have 60 days from the date of delivery to initiate a return. After this period, we are unable to offer a refund or exchange.
How to Return an Item
Please follow these steps to initiate a return:
- Contact us at hello@spiritly.com with your order number, the item(s) you wish to return, and your reason for the return.
- Receive your Return Authorisation (RA) number — our Customer Service team will provide this along with return instructions.
- Pack your item(s) securely in the original packaging, including any accessories, paperwork, and a note containing your RA number.
- Ship the package to the return address provided. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Non-Returnable Items
The following items are not eligible for return:
- Gift cards
- Perishable goods (e.g. syrups and soft drinks)
- Customised or personalised products
- Items purchased during a sale or promotion
Exchanges
We only replace items that are defective or damaged upon arrival. To arrange an exchange for the same item, please contact our Customer Service team at hello@spiritly.com or via Live Chat.
Refunds
Once your return is received and inspected, we'll notify you by email of the outcome. If approved, your refund will be processed and applied to your original payment method within 5–7 business days.
Please note: Return shipping costs are your responsibility and are non-refundable. If a refund is issued, the cost of the original shipping will be deducted from your refund total.
Cancellations
If you wish to cancel your order, please contact us as soon as possible at hello@spiritly.com or via Live Chat.
- Before dispatch: We will do our best to cancel your order and issue a full refund.
- After dispatch: We are unable to cancel the order. You will need to follow our standard returns process once the item is delivered.
Questions?
If you have any questions about our returns or cancellations policy, our Customer Service team is always happy to help. Reach us at hello@spiritly.com or via Live Chat.
