Return & Refund Policy
Return & Refund Policy
At Spillway, customer satisfaction is important to us. We always aim to provide high-quality products and a smooth shopping experience. If you receive a damaged, incorrect, or defective item, we are here to help.
Return Eligibility
You may request a return if:
- You received the wrong product
- You received a damaged or defective product
- The product is missing from your order
- The item was delivered in poor condition
To be eligible for a return, the product must be:
- Unused and in its original condition
- Returned in the original packaging
- Accompanied by proof of purchase or order details
- Reported within 48 hours of delivery
Non-Returnable Items
For hygiene and safety reasons, Spillway does not accept returns on opened or used skincare products unless the product received is damaged, defective, or incorrect.
We do not accept returns for:
- Used products
- Opened products
- Products damaged due to misuse
- Orders placed by mistake
- Minor packaging damage that does not affect the product inside
Return Request Process
To request a return, customers must contact us within 48 hours of receiving the order.
Please include:
- Order number
- Name used for the order
- Photos of the damaged, defective, or incorrect product
- Clear explanation of the issue
Our team will review the request and provide further instructions if the return is approved.
Refund Policy
Once the returned product is received and inspected, we will notify you regarding the approval of your refund.
If approved:
- Refunds will be processed to the original payment method
- Refund processing may take 5 to 10 business days
- In some cases, customers may receive store credit or a replacement product instead of a refund
Replacement Policy
If you receive a damaged, defective, or incorrect item, we may offer a replacement product instead of a refund, depending on product availability.
Cancellation Policy
Orders can only be cancelled before they are shipped. Once the order has been processed or shipped, cancellation requests may not be accepted.
Shipping Charges for Returns
- If the return is due to an incorrect, damaged, or defective item, Spillway may cover the return shipping cost
- If the return is requested for any other reason, the customer may be responsible for return shipping charges
Contact Us
For any return, refund, replacement, or cancellation requests, please contact us at:
