The Spinery | Store Policies:

 

Here at THE SPINERY, we stand behind all of our products. We want you to be happy and love your BetterBack! If, for whatever reason, you want to return and get a refund on your purchase, here are the details…

Purchases made on our website:

Returns: Please complete our return form  and return your like new Foundation(s) in their original packaging (including all printed inserts) within 60 days from the receipt of your shipment. Once your return has been received and inspected, we will issue a refund, less shipping costs and a 15% re-stocking fee.

Refunds: Refunds will be provided in the same way that the initial payment was made (e.g. Visa payments will be refunded directly to your Visa).

Please note that exchanges and returns must be in their original packaging and in re-sellable condition. We also cannot accept a return if your item arrives damaged, or issue a refund if your package is lost, when you ship it back to us.

 

Purchases made on Indiegogo or Kickstarter:

Both returns and refunds are a bit different for items purchased on Kickstarter and Indiegogo. Both websites collect your payment and take a ~10% cut for their platform fee + credit card processing fees. As a result:

Returns: Please complete our return form and return your like new Foundation(s) in their original packaging (including all printed inserts) within 30 days from the receipt of your shipment. Once your return has been received and inspected, we will issue a refund, less shipping costs and a 25% fee (our standard re-stocking fee + the Kickstarter/Indiegogo platform fee).

Refunds:  Refunds will be offered via PayPal only.

Please note that exchanges and returns must be in their original packaging and in re-sellable condition. We also cannot accept a return if your item arrives damaged, or issue a refund if your package is lost, when you ship it back to us.

 

Order Changes & Cancellations 

Because our system automatically processes your order almost immediately after you make your purchase, it is not possible to cancel or change your order before it is fulfilled. If you make an order that you wish to cancel, you can:

  1. Refuse the package when it is delivered. Simply write “Refuse: Return to Sender” on your unopened package and give to your postal carrier.
  2. Start a return and mail the order back after you have received it.

 

Defects

We are passionate about quality, and we put our Foundation through two quality assurance processes. If you receive a product that is defective, please, please email support@thespinery.com  with pictures of the product defect, so that we can take care of you! In most circumstances, we will exchange the defective item for a brand new one.

Note: if the defect was caused by improper use or care, it will not be considered a manufacturer defect, and we will not be able to replace your Foundation or offer you a refund.

 

Shipping Damage

In the extremely rare circumstance that you receive a damaged package, please email support@thespinery.com within 7 days of receiving your package and be sure to hold on to the original packaging (which becomes part of the claim process with the postal carriers).

 

Item Undeliverable/Returned to Sender

The Spinery cannot be held responsible for undeliverable or carrier-returned packages. If, for any reason, a postal carrier is unable to successfully deliver an item to the address provided and/or you’re the Spinery is returned to sender, you will be responsible for reshipment postage fees.

  • If a package is returned to sender and you decide not to have us reship the package, we will issue a refund for the item, less a 15% restocking fee.
  • Original shipping costs will not be refunded.

 

If you are not 100% satisfied with the quality simply send it back and we will refund you, no questions asked.  But don’t worry, we know you are going to love it! However, we do not offer refunds or returns on products that were received as a Kickstarter reward.

 

Customs and Duties Information

Cannot mark as gift, this is illegal, so we will not be able to do this.

Our prices do not include VAT, GST or other country taxes. The Spinery is not responsible for any customs, duties or import fees associated with receiving your order.

As many of you know, our terms of sale for international orders are FOB Destination. This means that you pay all freight and duties or taxes. As we are shipping these products all over the world, it is impossible for us to build in the various duties, VAT and GST tax for each location through Kickstarter.

We found this handy tool that can assist you in calculating duties. Remember to convert the U.S. dollars to your local currency:

http://www.dutycalculator.com/new-import-duty-and-tax-calculation

 

Shipping Policy

Within 24 hours of your order being shipped you will receive a tracking link with your shipping details. When you receive your tracking #, please keep an eye out for the package. We use a shared post shipping method to have your order delivered at an affordable price.

 

Your order will ship out from our shipping facility in either Atlanta, GA, USA or Dublin, Ireland with a major shipping company. Your order will be handled by UPS, USPS, or DHL up to entry of your country. Once your order enters your country your order will be handed off to your local post office for final delivery. International transit will have a 7-21 Business day delivery time. U.S Domestic shipments will take 3-5 business days.

 

Risks and Challenges

There are always challenges and unforeseen obstacles that arise when trying to bring a product to life. There are so many moving parts that must be managed. However with this being our fourth product launch, we can confidently say that we are experienced in this process and have developed systems and processes to mitigate the risks and obstacles that will arise. We will work hard to ensure that we deliver what we promise and to go the extra mile whenever it is possible. Thanks for believing in us!

 

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