Refund policy
RETURN AND REFUND POLICY
Last updated: 28 August 2026
This Return and Refund Policy applies to purchases made through the SpaIndustry online store at https://spaindustry.eu.
Seller:
SpaIndustry OÜ
Registration number: 16434462
VAT number: EE102462300
Email: info@spaindustry.ua
Telephone: +39 375 575 3355
- CONSUMER RIGHT OF WITHDRAWAL
Consumers have the right to withdraw from a distance contract without giving any reason within 14 calendar days from the date on which the Product is received.
If Products from the same order are delivered separately, the withdrawal period begins on the date on which the Consumer receives the last Product.
To exercise the right of withdrawal, the Consumer must send an unequivocal statement to info@spaindustry.ua before the expiry of the 14-day period. The message should include the Consumer’s name, order number and the Products being returned.
After notifying the Seller, the Consumer must return the Product without undue delay and no later than 14 calendar days from the date on which the notice of withdrawal was sent.
- RETURN ADDRESSES
Before sending a return, the Buyer must contact us at info@spaindustry.ua and obtain confirmation of the correct return warehouse.
The return warehouse depends on the Buyer’s country and the warehouse from which the order was dispatched.
Returns from Estonia, Latvia and Lithuania are generally sent to:
Fulfilly OÜ
For SpaIndustry OÜ
Kõrtsi tee 9
Box nr 29
75306 Lehmja
Estonia
Telephone: +372 5882 8517
Returns from all other countries are generally sent to:
FHB Group, s.r.o.
For SpaIndustry OÜ
Priemyselná 1637/3
900 21 Svätý Jur
Slovakia
Telephone: +421 948 949 161
SpaIndustry OÜ and the order number must be stated on the return parcel.
Returns sent by cash on delivery are not accepted.
Failure to obtain prior confirmation of the return address does not invalidate a notice of withdrawal submitted within the applicable period, but it may cause delays or additional costs if the Product is sent to the wrong warehouse.
- CONDITION OF RETURNED PRODUCTS
The Consumer is responsible only for any diminished value of the Product resulting from handling beyond what is necessary to establish its nature and main characteristics.
Opening ordinary transport packaging does not in itself remove the Consumer’s right of withdrawal.
The right of withdrawal does not apply to sealed Products that are not suitable for return for health protection or hygiene reasons if the protective seal or sealed packaging has been opened after delivery.
The right of withdrawal also does not apply to Products made to the Buyer’s specifications, clearly personalised Products or other Products excluded from the right of withdrawal under applicable law.
- RETURN COSTS
The direct cost of returning a conforming Product is paid by the Consumer unless SpaIndustry OÜ has expressly agreed to cover it.
If a Product is confirmed to be defective or was sent in error, the Seller will bear the reasonable return costs.
- REFUNDS
If the Consumer withdraws from the entire order, the Seller will refund all payments received from the Consumer, including the cost of the least expensive standard delivery method offered when the order was placed.
Additional costs resulting from the Buyer’s choice of a more expensive delivery method are not refunded.
The refund will be made without undue delay and no later than 14 calendar days from the date on which the notice of withdrawal is received.
The Seller may withhold the refund until the returned Product has been received or until the Consumer provides evidence that it has been sent back, whichever occurs first.
The refund will be made using the same payment method used for the original transaction unless expressly agreed otherwise.
- DEFECTIVE OR INCORRECT PRODUCTS
If a Product is suspected to be defective or an incorrect Product has been delivered, the Buyer should stop using it and contact info@spaindustry.ua.
To help us investigate the issue, please provide:
- the order number;
- the name of the Product;
- a description of the issue;
- photographs or videos of the Product and packaging;
- the batch number shown on the packaging;
- the requested solution.
Failure to provide photographs, videos or a batch number does not remove the Consumer’s statutory rights, but it may make it more difficult to verify the origin and cause of the issue.
If the Product does not conform to the contract, the Consumer may use the remedies available under applicable law, including replacement, a price reduction or a refund where the relevant legal conditions are met.
SpaIndustry OÜ will respond to a Consumer’s written complaint no later than 15 calendar days after receiving it.
- B2B AND PROFESSIONAL ORDERS
The statutory 14-day Consumer right of withdrawal does not apply to Products purchased for business or professional purposes.
A conforming Product purchased as part of a B2B or professional order may only be returned by prior written agreement with SpaIndustry OÜ.