Refund policy

These terms apply to trade customers buying from Spiritly Trade. There's no time limit for returning unwanted stock. For a full guide, see our Returns page.

How to start a return

  1. Go to account.spiritlytrade.com and sign in to your trade account.
  2. Choose the order and the item(s) you'd like to return, and tell us why.
  3. Once we approve your request, we will arrange a collection within 10 working days.

Please have the items packed securely, with your order number, ready for collection. Items sent back without an approved return request can't be accepted.

Eligibility

There's no time limit for returning unwanted stock, but items must be unopened with the seal intact, in their original packaging (including any outer case, gift box or tube), within date and in resaleable condition.

Damaged, faulty or incorrect goods

Please check your delivery when it arrives. If anything is damaged, faulty or not what you ordered, contact us at hello@spiritlytrade.com within 5 working days of delivery with your order number and photos of the items and packaging. We'll arrange collection at our cost and send a replacement, or issue a credit or refund. Claims reported after 5 working days may not be accepted.

Credits and refunds

We'll let you know once we've received and inspected your return, and whether it has been approved. If you pay on account, we'll issue a credit note to your trade account within 10 business days of approval. If you paid by card or online, we'll refund your original payment method within 10 business days of approval. Once issued, it can take up to 10 business days to appear on your statement, depending on your bank. For orders more than 120 days old, where a card refund isn't possible, we'll issue a credit note to your trade account instead.

If your credit note or refund hasn't reached you within 10 business days of being issued, please contact us at hello@spiritlytrade.com.

Cancellations

You can cancel an order free of charge before it's dispatched by contacting us as soon as possible. Once an order has been dispatched, these returns terms apply.

Exchanges

The fastest way to get a different item is to return the one you have and, once your return is approved, place a new order.