EU Right of WithdrawalUpdated 14 days ago
EU Right of Withdrawal
This right applies to consumers in the European Union.
If you are an EU consumer, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
If you are located outside the European Union and would like to request a cancellation, return or refund, please contact our Customer Experience team at [email protected].
EU consumers are also welcome to contact [email protected] if they would prefer assistance from our team rather than using the online withdrawal form.
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How long do I have to request a withdrawal?
You have 14 days from the day you receive your order to tell us that you wish to withdraw from the contract.
For example, if your order is delivered on 4 July, you have until 18 July to submit your withdrawal request.
How do I submit a withdrawal request?
You can submit a withdrawal request using our online withdrawal form.
Alternatively, you can contact us at [email protected] and our team will be happy to assist you.
Once submitted, we'll send you an email confirming that we've received your request and provide any next steps.
What happens if my order has already been dispatched?
You can still exercise your right of withdrawal after your order has been dispatched.
If your order has not yet been dispatched, we may be able to cancel and refund it immediately.
If your order has already been dispatched, you will need to return the goods to us.
Returning your order
If your order has already been dispatched, you must return the goods to us within 14 days of notifying us that you wish to withdraw.
Unless the item is faulty, the cost of return shipping is your responsibility.
We recommend using a tracked delivery service and retaining proof of postage until your return has been processed.
Are there any exceptions?
The right of withdrawal does not apply to sealed goods which have been unsealed after delivery where the goods are not suitable for return due to health protection or hygiene reasons.
As Spacegoods products are food supplements, the right of withdrawal does not apply to sealed products that have been opened or unsealed after delivery.
Orders containing opened or unsealed products are therefore not eligible for withdrawal under EU consumer law.
This does not affect your statutory rights in relation to faulty, damaged or incorrect items.
When will I receive my refund?
Once we have received the returned goods (or proof that they have been returned), we'll process your refund using your original payment method.
We may withhold the refund until we have received the goods back or you have provided evidence that they have been returned.
Any original standard delivery charges paid as part of your order will also be refunded. Return shipping costs are non-refundable and remain the responsibility of the customer.
Is this the same as your satisfaction guarantee or standard returns?
No.
The EU right of withdrawal is a legal consumer right available to customers located in the European Union. It allows you to withdraw from your purchase within 14 days of receiving your order, subject to the conditions outlined above.
Our satisfaction guarantee and standard returns policy are separate from the EU right of withdrawal and may have different eligibility criteria, time limits and processes.
If you would like to make a return under our standard returns policy, please use our Start a Return page or contact [email protected].
If you are an EU customer and would like to exercise your legal right of withdrawal, you can either submit a withdrawal request using our online withdrawal form or contact [email protected] and our team will be happy to assist.
If you have any questions about your order, please contact [email protected] and our team will be happy to help.