Returns & Refunds

We want you to be delighted with your purchase. If you are not completely satisfied with your goods simply contact our customer services department via telephone 01335 345742 or via email customerenq1@spencercollection.co.uk  within 7 working days of receipt of your order.  You will be given a returns number to confirm your notification.  You will be entitled to a replacement or full refund if notified and returned within 14 days.

Goods can only be returned if they are in their original condition and packaging.  Returned goods must arrive back with us within 21 days of the original notification.

We advise you keep the original packaging until you are certain you intend to keep the goods.

The returns address for the goods will depend on the product in question as some products will be sent direct to the manufacturer.  This will be advised when you contact us for your returns number.

All items must be returned to us before a refund or replacement can be issued. If we have made a mistake in the order, we'll also refund the delivery charge.

Items accepted for a refund will be subject to the outgoing postage and packing charge, unless faulty or incorrectly supplied.

You will be notified when your refund/replacement has been issued. This will be within 14 days of us receiving the goods back from you. This does not affect your statutory rights as a consumer.

Please note : it is your responsibility to arrange and pay for the cost of returning goods.  We recommend you obtain a proof of posting certificate from the Post Office for all goods returned via this method. We can not accept liability for goods lost in the post or damaged on return to us.
Damaged / Faulty Goods

If an item is delivered faulty or damaged on arrival then please call us immediately so that we can discuss replacing it for you.  When receiving parcels that are obviously damaged please sign for them as damaged and mark this on the courier’s documentation.  If you are unable to check the goods on delivery please sign for them as unchecked.
If an item develops a fault after use then please call our customer service team and we will advise you of the best procedure to take depending on the product in question. All our goods come with at least a one year manufacturer's warranty.
Complaints
On the rare occasion we receive a complaint about our products or service we will handle them fairly, effectively and confidentially. Any complaint via telephone or e-mail is answered as soon as possible.  Any complaint that comes in via the post is replied to immediately, by telephone if a number is quoted We aim to resolve all complaints within 5-7 working days.

Customer Services  01335 345742
Email customerenq1@spencercollection.co.uk