Refund policy

Returns, Refunds, Shipping & Warranty Policy

Effective Date: Updated May 2026

At Spixal, we want you to genuinely love your purchase. This policy outlines your rights under Australian Consumer Law, along with our additional customer guarantees around returns, shipping and product warranty.


1. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a repair, replacement or refund if a product you purchase from us:

  • is faulty
  • is not as described
  • is not fit for its intended purpose
  • or is unsafe

These rights apply automatically and are in addition to any voluntary warranties or guarantees offered by Spixal.

Proof of purchase (such as your order confirmation email or receipt) is required.


2. Love It Or Return It Free, Guarantee

We want you to genuinely love your Spixal product.

If your purchase isn’t quite right for you, you may return it within 30 days of delivery for a refund. We’ll even cover the return postage within Australia.

To be eligible for return under this guarantee:

  • Items must be returned in clean, good condition
  • All original components must be included
  • Products must be returned in their original packaging

Exclusions

For hygiene reasons, we cannot accept returns on used drinkware, food containers or lunch bags unless they are faulty.

We reserve the right to refuse returns that do not meet the above conditions.

This guarantee applies in addition to your rights under Australian Consumer Law.

How To Request A Return

To start a return, please visit: Returns Portal

Please include:
  • your order number
  • the email address used to place the order

3. Refunds

Once your return has been received and inspected, we’ll notify you of the outcome.

If approved:

  • Refunds will be issued to your original payment method
  • Please allow 5–10 business days for funds to appear, depending on your bank or payment provider

Shipping costs are non-refundable unless the item is faulty, incorrect, or covered under Australian Consumer Law.


4. Exchanges

We currently do not offer direct exchanges.

If you would like a different item, simply return your eligible product for a refund and place a new order.

5. Faulty Or Damaged Items

If your item arrives faulty, damaged, or develops a defect, please contact us as soon as possible.

Email: hello@spixal.com.au

Please include:

  • your order number
  • a description of the issue
  • clear photos or videos showing the fault

Our team will assess the issue and provide an appropriate remedy in line with Australian Consumer Law.

6. Made To Last Warranty

Spixal products are designed with quality materials and made for everyday use.

If your product experiences a defect in materials or workmanship within 12 months of purchase under normal use, we’ll assess the issue and, where appropriate, repair or replace the item at no cost to you.

We’ll also cover the postage cost of sending the replacement product back to you within Australia.

What This Warranty Covers

  • defects in materials
  • manufacturing faults
  • workmanship issues under normal use

What This Warranty Does Not Cover

  • misuse or accidental damage
  • improper care or unreasonable use
  • cosmetic wear expected through normal use
  • scratches, fading, stains or general wear and tear
  • damage caused by use outside the product’s intended purpose

How To Make A Warranty Claim

Email: hello@spixal.com.au

Please include:

  • your order number
  • a description of the issue
  • clear photos of the product and fault

Our team may request additional information or ask for the product to be returned for assessment.

This warranty is provided in addition to your rights under Australian Consumer Law.


7. Shipping Information

We aim to dispatch orders as quickly as possible from our Australian warehouse.

For current shipping rates, delivery estimates and shipping updates, please visit:

https://spixal.co/pages/shipping-returns

Delivery timeframes are estimates only and may vary during peak periods, carrier delays or promotional events.

Once your order has been dispatched, you will receive tracking information via email.


8. Need Help?

We’re here to help with any questions about your order, returns or warranty claims.

Contact Us

Email:
hello@spixal.com.au

Postal Address:
50 Donegal Road
Lonsdale SA 5160
Australia