Return & Refund Policy

Last Updated: July 22, 2026

Thank you for shopping with Spalace. We want you to understand our return and refund process before making a purchase.

This Return & Refund Policy applies to purchases made directly through spalace.us. By placing an order with Spalace, you acknowledge that you have reviewed this policy.

Nothing in this policy is intended to limit any non-waivable rights or remedies available to you under applicable consumer protection law.

1. Return Eligibility

You may request a return within 30 days after the date your order is shown as delivered.

To qualify for a return, the product must generally meet all of the following requirements:

The product must be unused, uninstalled, unwashed, and in the same condition in which it was received.
The product must not show signs of wear, moisture exposure, stains, odors, damage, alteration, or improper handling.
All original packaging, protective materials, accessories, components, manuals, labels, and tags must be included.
The product must be suitable for resale unless it was received damaged, defective, incomplete, or incorrect.
You must provide valid proof of purchase, such as your order number or order confirmation email.
You must obtain return authorization from Spalace before sending the product back.
The approved return must be shipped within 7 days after return instructions are provided.

Meeting these conditions does not automatically guarantee approval. All returns are subject to inspection and the requirements of this policy.

2. Non-Returnable Products

Unless required by applicable law, the following products are not eligible for return:

Gift cards
Clearance items or products clearly marked as final sale
Customized, personalized, engraved, or made-to-order products
Products that have been used, washed, installed, assembled, altered, repaired, or modified
Products damaged through misuse, improper installation, neglect, accident, or failure to follow product instructions
Products with missing packaging, accessories, components, manuals, labels, or tags
Opened or used personal-care or hygiene-related products that cannot safely be resold
Consumable, disposable, or sanitary products that have been opened or partially used
Products returned without prior authorization
Products purchased from another seller, marketplace, or website

For hygiene and safety reasons, certain bathroom products may become non-returnable after their protective seal, sanitary packaging, or original wrapping has been opened. Any product-specific restrictions displayed on the applicable product page form part of this policy.

A non-returnable restriction does not eliminate any rights you may have when a product is damaged, defective, materially different from its description, or incorrectly supplied.

3. How to Request a Return

To request a return, contact us at:

Email: glissynugblit@gmail.com

Please include:

Your full name
Your order number
The email address used for the purchase
The product name
The reason for the return
Photographs or videos when the product is damaged, defective, incorrect, incomplete, or otherwise affected by an issue

If your request is approved, we will provide return instructions and, where applicable, a Return Authorization number.

Do not send a product back before receiving return instructions.

The address shown on the original shipping package may belong to a supplier, warehouse, carrier, or fulfillment partner and may not be an authorized return location. Products sent to an unauthorized address may be refused, lost, or returned to the sender.

Spalace is not responsible for products returned to an unauthorized address, except where responsibility cannot legally be excluded.

4. Return Shipping

Unless the return results from a verified damaged, defective, incomplete, or incorrectly supplied product, the customer is responsible for:

Return shipping charges
Appropriate return packaging
Any insurance selected for the return shipment
The risk of loss or damage during return transit

We strongly recommend using a trackable shipping service and keeping the shipping receipt and tracking information until the return has been completed.

Return shipping charges are not reimbursed for change-of-mind returns unless otherwise required by applicable law.

If we confirm that the product was damaged, defective, incomplete, or incorrectly supplied, we may provide a prepaid return label, reimburse reasonable return shipping costs, issue a replacement, or offer another appropriate resolution.

Do not use expedited or unusually expensive return shipping without our prior written approval. Unauthorized shipping expenses may not be reimbursed.

5. Return Inspection

After the returned product is received, it will be inspected to determine whether it complies with this policy.

We may consider:

The condition of the product
Evidence of use, installation, washing, alteration, or damage
Whether all components and packaging were returned
Whether the correct product was returned
Whether the return was shipped within the approved period
Whether the product matches the order and return request

If additional information is required, we may contact you before making a decision.

A return may be rejected if the product does not meet the eligibility requirements, contains evidence of customer-caused damage, is materially incomplete, or was returned contrary to the instructions provided.

Where permitted by applicable law, you may be responsible for a reduction in value caused by handling, use, installation, damage, or missing components beyond what is reasonably necessary to inspect the product.

6. Refunds

We will notify you after the returned product has been received and inspected.

If the refund is approved:

The refund will ordinarily be issued to the original payment method.
We generally aim to initiate the refund within 5–10 business days after approval.
Your bank, card issuer, payment processor, or financial institution may require additional time to post the refund.
The time at which a refund appears in your account is controlled by the payment provider and is outside our direct control.

Where applicable law requires a refund to be issued within a shorter period, the legally required period will apply.

We cannot normally issue a refund to a different payment method, bank account, card, or individual. If the original payment method is unavailable, we will determine an appropriate alternative in accordance with the payment provider’s rules and applicable law.

7. Original Shipping Charges

Original shipping charges are generally non-refundable when a customer returns an otherwise conforming product because of a change of mind, preference, sizing judgment, compatibility issue, or ordering mistake.

Original shipping charges may be refunded when:

We supplied the wrong product.
The product was verified as damaged or defective upon arrival.
The order was canceled before shipment and applicable law requires the shipping charge to be refunded.
We were unable to fulfill or ship the order as required.
A refund of the shipping charge is otherwise required by applicable law.

Any optional expedited shipping, priority handling, gift wrapping, or similar additional service charge is generally non-refundable after that service has been performed.

8. Damaged, Defective, Incorrect, or Incomplete Products

Inspect your order as soon as reasonably possible after delivery.

If a product arrives damaged, defective, incomplete, or different from the product ordered, contact us within 7 days after delivery whenever reasonably possible.

Please provide:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the outer and inner packaging
A photograph of the shipping label
Photographs of any damage, defect, missing component, or incorrect item
A video showing the problem when photographs do not clearly demonstrate it

Keep the product and all packaging materials until we have completed our review. Disposing of the product or packaging before review may make it more difficult to verify shipping damage or another claim.

After reviewing the available information, we may offer one or more of the following remedies:

Replacement of the product
Replacement of a missing or damaged component
Repair assistance, where appropriate
Partial refund
Full refund
Return instructions
Another remedy required by applicable law

The appropriate remedy will depend on the nature of the issue, product availability, available evidence, applicable warranties, and legal requirements.

9. Exchanges

We do not guarantee direct exchanges for change-of-mind returns.

Where appropriate, exchanges or replacements may be offered for products that are:

Damaged during delivery
Defective
Incorrectly supplied
Missing essential components

Replacement products are subject to availability. If a suitable replacement is unavailable, we may offer a refund or another appropriate resolution.

Customers seeking a different style, color, size, design, or model may be asked to return the original eligible product and place a new order.

10. Order Changes and Cancellations

You may request an order change or cancellation by contacting:

glissynugblit@gmail.com

Cancellation requests submitted within 12 hours after purchase have the best chance of being completed. However, the 12-hour period is not a guaranteed cancellation window.

Orders may enter processing or fulfillment shortly after they are placed. Once processing, fulfillment, packaging, or shipment has begun, we may be unable to change or cancel the order.

Submitting a cancellation request does not mean the order has been canceled. A cancellation is confirmed only when you receive written confirmation from Spalace.

If an order cannot be canceled before shipment, you may request a return after delivery, subject to this policy.

If we cannot ship an order within the promised or legally required period, we will provide the options required by applicable law, which may include consenting to a delay or canceling the affected order for a refund.

11. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Contact us promptly if you discover an address error. We cannot guarantee that an address can be changed after an order has entered processing or shipment.

If an order is returned because of:

An incorrect or incomplete address
An undeliverable address
Refusal of delivery
Failure to collect the package
Failure to respond to a carrier
An address change made directly with the carrier without our approval

We may, depending on the circumstances, offer:

Reshipment after payment of applicable additional shipping charges
A refund of the recoverable product amount after deducting non-refundable shipping costs
Another resolution required by applicable law

A refund cannot be issued until the returned package has been received or its return has otherwise been verified, except where applicable law requires a different result.

12. Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it:

Check the delivery location, mailbox, reception area, building office, household members, and nearby safe locations.
Confirm that the shipping address on your order was correct.
Contact the carrier and request delivery details or an investigation.
Contact us with your order number and any information provided by the carrier.

A carrier’s “Delivered” scan does not automatically determine the outcome of a claim. We will review the available tracking information, delivery evidence, carrier findings, address information, and other relevant circumstances.

We may assist with a carrier inquiry when reasonably possible, but we cannot guarantee a replacement or refund for every package reported missing after confirmed delivery.

Nothing in this section limits any rights available under applicable law or through your payment provider.

13. Refused and Unclaimed Deliveries

Refusing a delivery or failing to collect a package does not automatically qualify the order for a full refund.

Any eligible refund may be processed only after the product is returned and inspected. Original shipping charges, return-to-sender charges, customs charges, and other recoverable expenses may be deducted where permitted by law.

14. International Orders and Returns

For international orders:

Customers may be responsible for import duties, taxes, customs charges, brokerage fees, and other government-imposed charges.
These charges are generally collected by government agencies, customs authorities, carriers, or brokers and are not controlled by Spalace.
Duties, taxes, customs charges, and brokerage fees are generally non-refundable by Spalace.
Customers are generally responsible for international return shipping costs unless the return is caused by our verified error or applicable law provides otherwise.
Returned international products may be subject to customs processing or import charges.

Customers are responsible for confirming whether a product may legally and safely be imported, installed, or used in their location.

15. Product Compatibility and Installation

Customers are responsible for reviewing product dimensions, specifications, materials, mounting requirements, plumbing connections, electrical requirements, weight limits, and compatibility information before purchasing or installing a product.

Product images may include decorative items, fixtures, or accessories that are not included unless expressly stated in the product description.

Professional installation may be appropriate for certain bathroom fixtures, electrical products, plumbing accessories, wall-mounted products, or load-bearing items.

Damage caused by improper installation, incompatible fittings, misuse, unauthorized modification, or failure to follow instructions is not considered a product defect.

This section does not affect claims involving inaccurate product descriptions, manufacturing defects, or other rights available under applicable law.

16. Product Warranties

Some products may include a manufacturer or supplier warranty. Any applicable warranty terms may be included with the product or displayed on the product page.

Manufacturer warranty claims may require information such as:

Proof of purchase
Product serial or model number
Photographs or video
Installation information
A description of the defect

This policy does not replace or reduce any mandatory warranty or consumer rights available under applicable law.

17. Payment Disputes

We encourage customers to contact us first so that we have an opportunity to review and resolve an order concern.

Contacting Spalace does not waive your right to contact your payment provider or exercise any rights available under applicable law.

Providing complete and accurate information may help us resolve the matter more efficiently.

18. Refund Abuse and Fraudulent Returns

We reserve the right, to the extent permitted by law, to reject or investigate returns involving suspected:

Fraud
Product substitution
Return of a different product
Altered tracking information
False damage claims
Repeated misuse of the return process
Return of used, installed, incomplete, or counterfeit products

We may request additional evidence reasonably necessary to verify a return or claim.

This provision will not be used to deny a legitimate claim or any non-waivable legal right.

19. Policy Changes

We may update this Return & Refund Policy from time to time to reflect changes in our operations, products, payment services, fulfillment practices, or legal obligations.

The version displayed on spalace.us at the time of purchase will generally apply to that order, except where a later change is required by law or is more favorable to the customer.

20. Contact Information

For questions about returns, cancellations, replacements, or refunds, contact:

Spalace Customer Support
Email: glissynugblit@gmail.com
Website: spalace.us

We generally aim to respond within 1–2 business days, Monday through Friday. Response times may be longer during weekends, public holidays, promotional periods, or periods of unusually high inquiry volume.