Return and Refund Policy

At SpotMind, we want every customer to feel confident when placing an order. This Return and Refund Policy explains the conditions, procedures and timeframes applicable to returns, refunds, replacements and order cancellations.

Nothing in this policy limits any mandatory consumer rights available under applicable local law.

Return Eligibility

Customers may request a return within 14 days of receiving their order.

To begin a return request, customers must contact:

support@spotmind.shop

The return request must include:

• The customer’s full name;
• Order number;
• Email address used during checkout;
• Reason for the return;
• Photographs or videos when the item is damaged, defective or incorrect.

Returns sent without prior authorization may be refused, delayed or returned to the sender.

Once a return request is approved, SpotMind will provide the applicable return instructions and return address. Products must not be sent to an address shown on the original parcel unless SpotMind specifically confirms that address in writing.

Return Conditions

To qualify for a return, the product must be:

• Unused or used only to the extent reasonably necessary to inspect it;
• Undamaged and in resalable condition;
• Returned in its original packaging;
• Free from scratches, marks, stains, moisture damage or signs of misuse;
• Returned with all accessories, components, manuals and promotional items originally supplied;
• Accompanied by valid proof of purchase.

SpotMind reserves the right to inspect all returned products before approving a refund, replacement or store credit.

If a returned product shows signs of use, damage, missing parts, modification or handling beyond what is reasonably necessary to inspect it, SpotMind may reduce the refund amount or refuse the return, except where prohibited by applicable law.

Change-of-Mind Returns

Customers returning an item because they changed their mind are generally responsible for the cost of return shipping.

The customer is responsible for ensuring that the return is:

• Securely packaged;
• Sent using a reliable delivery service;
• Properly addressed;
• Protected against damage during transportation.

SpotMind recommends using a tracked shipping method. SpotMind is not responsible for returned parcels that are lost, damaged, delayed or delivered to an incorrect address by the customer or shipping carrier.

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

Non-Returnable Items

Unless otherwise required by law, returns may be refused for:

• Products damaged through misuse, accidents, drops, impact or improper handling;
• Products damaged by liquids, moisture, excessive heat or unsuitable storage;
• Products damaged through improper charging or use with incompatible accessories, where applicable;
• Products that have been opened, altered, disassembled, repaired or modified without authorization;
• Products showing excessive wear or physical damage;
• Products missing original components, accessories or packaging;
• Gift cards, digital products or downloadable content;
• Complimentary products, free promotional gifts or bonus items;
• Personalized, engraved or custom-made products;
• Clearance or final-sale items clearly identified as non-returnable before purchase;
• Products purchased from unauthorized third-party sellers;
• Items returned after the applicable return period;
• Items sent without prior return authorization.

This section does not exclude rights relating to products that are faulty, incorrectly described or otherwise protected under mandatory consumer law.

Damaged, Defective or Incorrect Products

Customers should inspect their order as soon as possible after delivery.

If an item arrives damaged, defective, incomplete or different from the product ordered, the customer must contact:

support@spotmind.shop

The customer may be asked to provide clear photographs or videos showing:

• The complete product;
• The reported defect or damage;
• The internal and external packaging;
• The shipping label;
• All accessories and components received.

SpotMind may also request reasonable troubleshooting steps to determine whether the issue can be resolved without requiring a return.

Depending on the circumstances, availability and applicable law, SpotMind may offer:

• Troubleshooting assistance;
• Replacement parts;
• A replacement product;
• Store credit;
• A partial refund;
• A full refund.

Customers must not discard the product, packaging or shipping materials while a claim is under review.

SpotMind may refuse claims where the evidence shows that the issue resulted from misuse, unauthorized modification, accidental damage, normal wear, improper storage or use contrary to the product instructions.

Return Authorization and Inspection

Receiving return authorization does not automatically guarantee a refund.

All returned products may be inspected after arrival. SpotMind will assess whether:

• The correct product was returned;
• The item meets the return conditions;
• All components and accessories are included;
• The reported defect or damage is present;
• The product has been misused, modified or damaged after delivery.

SpotMind may contact the customer for additional information if the returned product does not match the original return request.

Refunds

Once the returned product has been received and inspected, SpotMind will notify the customer whether the refund has been approved, partially approved or refused.

Approved refunds will be issued to the original payment method whenever possible.

SpotMind cannot normally issue a refund to a different card, bank account or payment method.

Depending on the circumstances, deductions may be made for:

• Missing components or accessories;
• Damage caused after delivery;
• Excessive use or handling;
• Reduced product value;
• Unreturned promotional products;
• Return shipping arranged on the customer’s behalf.

No deduction will be made where prohibited by applicable law.

Refund Processing Times

After SpotMind issues a refund, the time required for the funds to appear depends on the customer’s bank, card issuer or payment provider.

Bank processing delays are outside SpotMind’s control.

Customers who have not received an approved refund should first check their payment account and then contact their bank or payment provider. If the refund still cannot be located, the customer may contact support@spotmind.shop.

Shipping and Processing Charges

Original shipping, handling, insurance, customs duties, import taxes and processing charges may be non-refundable, except where:

• The product was defective;
• The wrong product was sent;
• The order was damaged before delivery;
• SpotMind made an error;
• Applicable law requires those charges to be refunded.

SpotMind does not refund customs duties, taxes or fees collected directly by government authorities or third-party carriers. Customers may need to contact the relevant authority to request reimbursement.

Exchanges and Replacements

SpotMind does not guarantee direct exchanges for change-of-mind returns.

Where an exchange is approved, availability is not guaranteed. SpotMind may instead issue a refund or store credit so the customer can place a new order.

Replacement products are normally sent only after the claim has been reviewed and approved. SpotMind may require the original product to be returned before dispatching a replacement.

A replacement does not restart or extend any original warranty period unless required by applicable law.

Order Cancellations

Orders may only be cancelled before fulfilment begins.

Customers requesting cancellation must contact support@spotmind.shop as quickly as possible.

Once an order has been processed, packed, transferred to the fulfilment centre or dispatched, cancellation cannot be guaranteed.

If cancellation is no longer possible, the customer may need to wait for delivery and request a return under this policy.

Submitting a cancellation request does not confirm that the order has been cancelled. Cancellation is only confirmed when SpotMind provides written confirmation.

Address Changes

Customers are responsible for providing a complete and accurate delivery address during checkout.

Address changes cannot be guaranteed after an order has been submitted.

SpotMind is not responsible for delivery problems caused by:

• Incorrect or incomplete addresses;
• Missing apartment or unit numbers;
• Incorrect postal codes;
• Refusal to accept delivery;
• Failure to collect the parcel;
• Address changes submitted after dispatch.

If a parcel is returned to SpotMind because of an incorrect address, failed delivery or non-collection, additional shipping charges may apply before the order is resent.

Refused and Undeliverable Parcels

Refusing a parcel does not automatically qualify the order for a full refund.

Any return shipping charges, carrier fees, customs charges or handling costs resulting from refusal or non-collection may be deducted from the refund, except where prohibited by law.

A refund will only be considered after the parcel has been returned to and inspected by SpotMind or its fulfilment partner.

Promotional Offers and Free Gifts

When a purchase includes a free gift, bundle discount or promotional item, all qualifying products may need to be returned together.

If a promotional product is not returned, SpotMind may deduct its retail value from the refund.

For bundle promotions, refunds may be recalculated based on the price of the products retained by the customer.

Duplicate Refunds and Payment Disputes

Customers should contact support@spotmind.shop before opening a chargeback or payment dispute so SpotMind has an opportunity to investigate and resolve the issue.

SpotMind will not issue duplicate refunds for an order already refunded through a bank, card issuer, payment provider or dispute process.

Opening a payment dispute does not remove the customer’s responsibility to return the product when a return is required.

Return Abuse and Fraud Prevention

SpotMind reserves the right to refuse, restrict or investigate return requests involving suspected:

• Fraudulent claims;
• Altered photographs or documents;
• Repeated excessive returns;
• Returns of products not purchased from SpotMind;
• Substitution of products;
• Intentional product damage;
• Abuse of promotional offers;
• False reports of non-delivery.

SpotMind may request additional verification before processing claims that present reasonable signs of fraud or abuse.

Contact Information

For questions, return requests, damaged-product claims or refund assistance, contact:

Email: support@spotmind.shop

Customers should include their order number in all communications to help SpotMind review the request efficiently.