Refund policy
Spice & Spine — Returns, Exchanges & Shipping Policy
1. Our Promise
We want you to love everything you order from Spice & Spine. If something isn’t right, contact us and we’ll work with you to find the appropriate solution under this policy and your rights under Australian Consumer Law.
2. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL).
All products sold by Spice & Spine come with consumer guarantees, including that they are of acceptable quality, fit for purpose and match their description.
If an item has a major problem, you may be entitled to choose a replacement or refund. For a minor problem, we may choose to repair, replace or refund the item as appropriate.
These rights apply for a reasonable period depending on the product and are not limited to the timeframes in our voluntary change-of-mind policy.
3. Change-of-Mind Exchanges
We do not offer refunds for change of mind.
However, we are happy to offer an exchange or store credit within 14 days of delivery for eligible items where:
- The item is unused, unread and in resalable condition
- Clothing or merchandise is unworn, unwashed and has all original tags attached
- Books have no damage, markings, bent spines or other signs of use
- The item is returned with any original packaging supplied with it
- You contact us before returning the item
Return postage for change-of-mind exchanges is the customer’s responsibility.
Original shipping costs are not refundable for change-of-mind returns.
This change-of-mind policy is offered in addition to your rights under the Australian Consumer Law.
4. Double-Up Guarantee — Mystery Books
Already own or have already read the mystery book we selected for your box? Our Double-Up Guarantee has you covered.
Contact us within 14 days of delivery and return the book to us in unread, unused and resalable condition.
We’ll exchange it for another mystery title suitable for the same genre or box selection.
The Double-Up Guarantee applies only to books selected by Spice & Spine as part of a mystery or blind-date book product and does not apply where the customer selected the title themselves.
Return postage under the Double-Up Guarantee is the customer’s responsibility unless the incorrect book was supplied due to an error by Spice & Spine.
5. Books & Special Editions
Books may be exchanged under our change-of-mind policy where they remain unread and in resalable condition.
Books may occasionally have minor variations from printing, production or shipping. Very small cosmetic imperfections that do not affect the readability or overall quality of the book may not necessarily constitute a fault.
However, if a book arrives materially damaged, misprinted, missing pages, significantly different from its description or otherwise fails to meet a consumer guarantee, please contact us so we can provide an appropriate remedy.
For signed, limited or special-edition books, availability may mean an identical replacement is not always possible.
If a replacement is unavailable, we will provide another remedy required under the Australian Consumer Law where applicable.
6. Merchandise & Apparel
Merchandise may be exchanged for another size or item, subject to stock availability, where it is:
- Unworn and unwashed
- Unused
- Free from marks, perfume, makeup or damage
- Returned with its original tags and packaging
Customers are responsible for checking the size guide before ordering.
Change-of-mind return postage and any postage required to send a replacement item are the customer’s responsibility.
This does not affect your rights if an item is faulty, incorrectly supplied or otherwise fails to meet the consumer guarantees.
7. Personalised & Made-to-Order Items
Personalised, customised or made-to-order products cannot be returned or exchanged for change of mind unless otherwise stated.
This does not affect your rights under the Australian Consumer Law if the item is faulty, damaged, incorrectly supplied or does not match its description.
8. Food, Drinks, Self-Care & Intimate Products
For hygiene and safety reasons, we do not accept change-of-mind returns or exchanges on:
- Food or beverages
- Opened cosmetics or self-care products
- Opened candles, wax melts or similar consumable products
- Intimate or adult products where packaging or hygiene seals have been opened or removed
If any of these products arrive damaged, faulty, unsafe or incorrectly supplied, please contact us.
Your rights under Australian Consumer Law still apply.
9. Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, incorrectly supplied or significantly different from its description, please contact us as soon as reasonably possible with:
- Your order number
- A description of the issue
- Photographs where they may help us assess the problem
Where the product fails to meet a consumer guarantee, we will provide the remedy required under Australian Consumer Law.
For a major failure, you may be entitled to choose a refund or replacement.
For a minor failure, Spice & Spine may choose to repair, replace or refund the item as appropriate.
If a product is confirmed to have a problem, reasonable return postage costs will be reimbursed where required under Australian Consumer Law.
10. Shipping & Delivery
Orders are sent using the shipping carrier displayed at checkout and include tracking where available.
Once your order has been dispatched, you will receive tracking information where applicable.
If your parcel appears delayed, please allow for carrier updates and contact us if you need assistance.
If tracking shows your order as delivered but you cannot locate it, please first check:
- Your property and safe-drop locations
- Other household members
- Neighbours where appropriate
- The tracking information supplied by the carrier
You may also contact the carrier directly to request further information.
If your order is confirmed lost in transit, contact Spice & Spine and we will work with the carrier and provide an appropriate resolution.
We are unable to guarantee delivery timeframes during peak periods, public holidays or carrier delays, so we recommend ordering early where items are intended as gifts.
11. Pre-Orders
Pre-order items are clearly marked on the product page with an estimated release or dispatch timeframe.
If an order contains both in-stock and pre-order items, the order may be held until all products are available unless otherwise stated.
Release and delivery dates supplied by publishers, authors and distributors may occasionally change.
If there is a significant change to a pre-order that affects your order, we will contact you with available options.
12. Cancellations
Orders may be cancelled before fulfilment where possible.
Once an order has been packed, personalised or dispatched, we may not be able to cancel it.
For pre-orders, any cancellation conditions displayed on the relevant product page will apply, subject always to Australian Consumer Law.
13. How to Request a Return, Exchange or Refund
Contact us at:
Please include:
- Your order number
- The item you are contacting us about
- The reason for your return, exchange or claim
- Photographs where relevant
Please do not send an item back before contacting us, as we will provide the appropriate return instructions.
We aim to respond within 1–2 business days.
This policy does not limit any rights or remedies available to you under Australian Consumer Law.