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Effective Date: June 19, 2026
Last Updated: June 19, 2026
Welcome to SPOONS AND COASTERS LIMITED. This Refund and Returns Policy outlines the terms and conditions governing returns, refunds, and exchanges for purchases made on our website, www.spoonscoasters.com. Our company is dedicated to providing high-quality desktop essentials, including coasters, decorative trays, desktop lamps, and phone holders, and we strive to ensure your complete satisfaction. By purchasing from our online store, you agree to the terms set forth in this policy. Please read it carefully.
This policy applies to all purchases and has been formulated in accordance with the UK Consumer Rights Act 2015 and other applicable laws. Please note that we do not offer refunds without a return (commonly known as “refund only” or “keep the item” refunds). All requests for a refund must be accompanied by the return of the purchased item(s) to us, subject to the conditions described below.
Our contact details for any policy-related inquiries are:
Company Name: SPOONS AND COASTERS LIMITED
Website: www.spoonscoasters.com
Email: kaelo@spoonscoasters.com
Address: 17 Field Lane, Gravesend, England, DA11 7FY, United Kingdom
Phone: +(44)7921504274
1. Your Right to Cancel (Cooling-Off Period)
You have the right to cancel your order and return any item(s) within 30 days from the date you receive the goods, for any reason, even if they are not faulty. This is your statutory cooling-off period under UK distance selling regulations. To exercise your right to cancel, you must inform us of your decision clearly (e.g., via email to kaelo@spoonscoasters.com) within this 30-day window.
2. Conditions for Returns & Refunds (No “Refund Only”)
We aim for complete customer satisfaction. However, to qualify for a return, refund, or exchange, the following conditions must all be met:
- Return Authorization: You must first contact our customer service team via email at kaelo@spoonscoasters.com to request a Return Merchandise Authorization (RMA) number. Returns sent without an RMA number will not be accepted.
- Item Condition: The item(s) must be returned in their original, unused, and resalable condition. This means:
- All original tags, labels, and packaging must be intact and undamaged.
- The product must show no signs of wear, installation, or use.
- For items like phone holders (e.g., Lazy Holder Phone Stand, Gooseneck Holder) or adjustable lamps, all parts must be included and undamaged.
- Coasters and trays must be free of any stains, watermarks, or scratches.
- Proof of Purchase: A valid order number or receipt must be provided.
- Timely Return: The item(s) must be postmarked and shipped back to us within 14 days of us issuing the RMA number and the return address.
Crucially, we do not process “refund only” requests. A refund is issued only after we have received the returned item at our warehouse, inspected it, and confirmed it meets all the above conditions. You cannot receive a refund and keep the item.
3. Return Process (Step-by-Step)
- Contact Us: Within 30 days of delivery, email us at kaelo@spoonscoasters.com with your order number and reason for return.
- Receive Instructions: We will respond with an RMA number, our return address (17 Field Lane, Gravesend, England, DA11 7FY, United Kingdom), and any specific instructions.
- Package Securely: Securely pack the item(s) in their original packaging, including all accessories and documentation. Include a copy of your order confirmation or a note with the RMA number inside the package.
- Ship the Return: Ship the package using a traceable and insured courier service. You are responsible for the cost of return shipping unless the return is due to our error (e.g., wrong or faulty item sent). We recommend retaining the shipping proof.
- Inspection & Refund: Once we receive and inspect the return (typically within 5 business days), we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 10 business days. Please allow time for your bank or credit card company to process the refund.
4. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us immediately at kaelo@spoonscoasters.com within 7 days of delivery. Provide your order number and clear photos/videos showing the issue. We will arrange for a prepaid return label or a replacement/refund at our discretion. In such cases, return shipping costs will be covered by us.
5. Non-Returnable and Final Sale Items
The following items are non-returnable and considered final sale, except in cases of damage or defect upon arrival:
- Personalized or custom-made items (e.g., Natural Cork Coaster with Custom Laser Engraved Monogram).
- Items clearly marked as “Final Sale” or purchased during a clearance promotion.
- Software or digital downloads.
- Items not in their original condition, damaged, or used beyond necessary inspection.
6. Refund Methods & Timelines
All refunds will be issued to the original payment method used for the purchase. We cannot issue refunds to a different account or card. Gift cards or store credit refunds may be offered at our sole discretion. As stated, refunds are processed only after we receive and accept the return. The time it takes for the refund to appear in your account depends on your payment provider’s policies.
7. Exchanges
We currently do not offer direct exchanges. To exchange an item for a different size, color, or product, you must follow the standard return process to receive a refund and then place a new order for the desired item.
8. Shipping Costs
- Return Shipping: Unless the return is due to our mistake, return shipping costs are the customer’s responsibility and are non-refundable.
- Original Shipping: The original shipping fee charged at checkout is non-refundable for returns that are not due to our error.
- Restocking Fee: We do not charge a restocking fee for returns that meet our conditions.
9. Changes to This Policy
We may update this Refund and Returns Policy from time to time. The updated version will be posted on this page with a revised “Effective Date.” For any material changes, we will notify you via the email address associated with your account or a notice on our website.
10. Contact Us
For any questions regarding returns, refunds, or this policy, please contact us at:
SPOONS AND COASTERS LIMITED
Email: kaelo@spoonscoasters.com
Phone: +(44)7921504274
Address: 17 Field Lane, Gravesend, England, DA11 7FY, United Kingdom
Thank you for shopping at SPOONS & COASTERS. We appreciate your business and are here to help ensure your experience is positive.