Legal
Refund Policy
Effective: January 15, 2025 · Applies to all B2B orders placed via Spiffy
1. Overview
All sales on Spiffy are B2B custom manufactured goods. Because each order is produced to your specifications (colours, sizes, branding, customisation), standard consumer return rights do not apply. Refunds are issued only in the specific circumstances outlined below.
2. Deposit Refunds
- Before production starts: Full deposit refund if cancellation is requested within 48 hours of deposit payment and production has not yet commenced.
- After production starts: Deposits are non-refundable once materials have been cut and production has begun. This is confirmed in the Sourcing Confirmation Document (SCD).
- Spiffy-initiated cancellation: Full deposit refund if Spiffy cancels the order for any reason on our side.
3. QC Failure Refunds
- If pre-shipment QC inspection results show goods do not meet the agreed specifications, Spiffy will rework or replace the non-conforming items at no additional cost.
- If rework/replacement cannot be completed within an agreed timeline, a pro-rata refund is issued for the non-conforming quantity.
- Full refund of all payments is issued only if the entire order fails QC and cannot be remediated.
4. Balance Payment Refunds
The 70% balance payment is collected after QC passes and before dispatch. At this stage, goods are confirmed to spec. Balance payments are non-refundable post-dispatch except in cases of transit damage or delivery failure (see below).
5. Transit Damage & Loss
- If goods are damaged in transit under CIF or DDP incoterms, Spiffy will file an insurance claim and compensate the buyer for damaged units.
- If goods are lost in transit under CIF or DDP, Spiffy will arrange replacement production or issue a full refund.
- For EXW and FOB incoterms, transit risk transfers to the buyer at the point of departure - transit damage/loss claims are the buyer's responsibility.
6. How to Request a Refund
Email [email protected] with subject: Refund Request - [Order Reference]. Include: order reference, description of issue, photos/video evidence if applicable. Spiffy will respond within 48 business hours with next steps.
7. Processing Time
Approved refunds are processed within 5-10 business days to the original payment method (Stripe card, wire, or Payoneer).
8. Disputes
If a refund dispute cannot be resolved by agreement, it may be submitted to Spiffy's dispute resolution process via the platform. See our Terms of Service for the full dispute process.