Refund policy

At Spore Supplies, we want to be fair, clear, and consistent about returns, refunds, delivery issues, and product claims. Please visit our sterile guarantee page for claims relating to sterile products. For all other information on returns, refunds and delivery issues, please read below.

Refund Policy:

We offer a 30-day returns policy for eligible items. This means you have 30 days from the date of delivery to contact us and request a return.

To be eligible for a return, the item must be unused, in the same condition you received it, and returned with its original packaging, where possible. Proof of purchase is required.

To request a return, please contact us at emails@sporesupplies.co.uk. Returns sent back without being requested and approved first will not be accepted.

If your return request is approved, we will provide return instructions. Once a return has been approved, the item must be returned without undue delay and, unless otherwise agreed in writing, within 7 days of the return approval.

Returns should be sent to:

Unit 29, Orbital 25 Business Park, Watford, WD18 9DA, United Kingdom

Return shipping costs

Unless the item is faulty, incorrect, damaged in transit, or otherwise required by law, return shipping costs are the customer’s responsibility.

We do not provide free return labels for change-of-mind returns, unwanted items, ordering errors, or other non-fault returns.

Non-returnable items and sterile products

Certain products are non-returnable, including perishable goods, custom or made-to-order items, and any other products that by their nature are unsuitable for return once dispatched or opened.

Sterile products are not handled under this standard returns policy where the issue relates to contamination, sterility, or pre-use condition. Claims relating to sold-as-sterile products must be submitted under our Magic Myc’s Sterile Guarantee using the contamination claim form and evidence process set out there.

Where a claim relates to contamination or the condition of sold-as-sterile goods before use, the Sterile Guarantee process applies instead of the standard returns process.

Damaged, faulty, incorrect, or incomplete orders

Please inspect your order as soon as it arrives. If your item is faulty, damaged, incorrect, tampered with, or incomplete, contact us promptly with your order number and any relevant photos so we can review the issue and provide the appropriate next steps.

Nothing in this policy affects your legal rights in relation to faulty goods, goods that are not as described, or goods that do not do what they are supposed to do.

Delivery responsibility, failed delivery, and returned parcels

Customers are responsible for providing a complete and accurate delivery address at checkout and for monitoring courier tracking updates, delivery notifications, and collection instructions after dispatch.

If a delivery attempt is unsuccessful, the courier may attempt redelivery, leave further instructions, or redirect the parcel to a pickup point. Where a parcel is redirected to a pickup point, the customer is responsible for collecting it within the courier’s stated holding period. 

If courier tracking shows that a parcel has been delivered to a pickup point, but the pickup point cannot locate it when the customer attends, the customer should ask the pickup point to check using the courier tracking number, delivery photo, and any location or address evidence provided by the courier. We will also raise the issue with the courier where appropriate. Refunds, replacements, or redelivery will only be considered where the courier confirms that the parcel has been lost, misdelivered, or otherwise failed after handover to the pickup point.

If a parcel is returned to us because:

• The address provided was incomplete or incorrect
• Delivery attempts were unsuccessful
• The customer did not monitor or respond to courier communications
• The parcel was not collected from a pickup point on time
• The customer otherwise failed to take reasonable steps to receive the parcel

The order may be either:

• Reshipped once additional shipping charges have been paid
• Refunded minus the original outbound shipping cost and any return-to-sender or rehandling costs incurred.

Where dispatch has already taken place, original shipping charges are treated as fulfilment costs already incurred and are non-refundable except where refund of standard delivery is required by law.

Safe place, neighbour, and delivery preference instructions

If the customer gives delivery instructions directly or indirectly through the courier, including authority to leave the parcel in a safe place, with a neighbour, or in accordance with other delivery preferences, responsibility for the parcel passes once the parcel has been delivered in accordance with those instructions.

We are not responsible for loss, theft, or damage occurring after a parcel has been delivered in line with delivery instructions authorised by the customer.

Exchanges

The fastest way to receive a replacement item for a non-fault return is to return the original item once approved and place a new order separately.

Refunds

Once a returned item is received and inspected, we will confirm whether the refund has been approved.

If approved, you’ll be automatically refunded within 10 business days. Refunds will be issued to the original payment method. Please note that banks and card providers may take additional time to process and post the refund. If more than 15 days 

If more than 15 business days have passed since we’ve approved your return, please contact us at emails@sporesupplies.co.uk.

Where a return is refused because the item is not eligible under this policy, no refund will be issued.

Statutory rights

This policy is in addition to, and does not affect, your statutory rights. Where statutory cancellation rights apply to eligible online, mail-order, or telephone orders, those rights will still apply in accordance with UK consumer law.