Spatella wants you to receive the product you ordered in good condition. This policy explains how to request a return, report a problem, and obtain an eligible refund or replacement. Spatella is operated by HONG KONG PAK KO PORCELAIN CO.
1. Return Eligibility
You may request a return within [enter your actual return period] days of delivery by emailing service@spatella.com. Include your order number, the item you wish to return, and the reason for your request.
For a change-of-mind return, the item must be unused and returned in its original condition, with its original packaging and any included components. Because ceramic items can break in transit, please pack the product securely. We may ask for photographs before providing return instructions.
Please contact us before shipping a return. We will confirm eligibility and provide the correct return address. The Hong Kong business address at the end of this policy is not automatically the return destination.
2. Damaged, Defective, or Incorrect Items
If an item arrives damaged, has a defect, or is different from what you ordered, email service@spatella.com within [enter your actual reporting period] days of delivery. Please provide:
- Your order number;
- A description of the problem;
- Clear photographs of the item;
- For transit damage, photographs of the outer box and internal packaging where available.
Please keep the item and packaging until we have reviewed your request. We will assess the issue and explain the appropriate remedy, which may include a replacement, refund, or another solution available under applicable law. We will not require you to pay return shipping for an item confirmed to be damaged, defective, or incorrect.
If you contact us after the reporting period, we will still review any rights you may have under applicable law.
3. Change-of-Mind Returns
If you decide that an eligible item is not right for you, contact us within the return period stated in Section 1. Once we approve your request, we will send return instructions.
Change-of-mind return shipping is [paid by the customer / paid by Spatella — select the arrangement you actually offer]. Original shipping charges are [refundable / non-refundable, subject to applicable law — select your actual policy].
We recommend using a trackable shipping method and keeping your proof of postage. You are responsible for packaging a change-of-mind return carefully so that it reaches the return destination in acceptable condition.
4. Items That Cannot Be Returned
The following items are not eligible for a change-of-mind return only where the exclusion applies to a product you actually sell and is permitted by applicable law:
[List your actual exclusions, or remove this section if there are none.]
An exclusion from change-of-mind returns does not remove a customer’s rights if an item is damaged, defective, incorrectly supplied, or otherwise covered by mandatory consumer protection law.
5. Exchanges
If you would like a different style or product, contact service@spatella.com. Exchanges depend on stock availability and the condition of the original item. If a direct exchange is unavailable, we will explain whether you can return the eligible item and place a new order.
If we supplied the wrong item or a defective product, we will address the issue under Section 2.
6. How to Send an Approved Return
After your return request has been reviewed, we will email you the return destination and instructions. Please include the order number or return reference we provide so that we can identify your parcel.
Do not send a return to the company’s business address unless our support team has expressly instructed you to do so. Parcels sent to an unconfirmed address may be delayed or may not reach the correct return facility.
7. Refund Review and Processing
When an approved return arrives, we will inspect it and notify you of the outcome. If the return is eligible, we will issue the refund to the original payment method within [enter your actual refund processing period] business days after approval.
Your bank, card issuer, or payment provider may need additional time to post the refund to your account. If you have not received it after the stated processing period and your provider’s posting time, contact us with your order number.
If a returned item does not meet the stated eligibility conditions, we will explain the reason and the available options. Any deduction or refusal will be subject to applicable law.
8. Cancellations
If you need to cancel an order, email service@spatella.com as soon as possible with your order number. We will confirm whether cancellation is still possible.
If the order has already been dispatched, it may need to be handled through the return process after delivery. Any applicable shipping charges and refund rights will be determined under this policy and applicable law.
9. Consumer Rights
This policy does not exclude, restrict, or replace any rights or remedies you have under applicable consumer protection law. Where the law provides you with greater protection than this policy, the law will apply.
10. Contact Us
For a return, refund, damaged item, or order issue, contact:
Spatella
Operated by: HONG KONG PAK KO PORCELAIN CO.
Email: service@spatella.com
Business address: Rooms 1916–1918, 19/F, Chun Shing Factory Building, 85–89 Kwai Fuk Road, Kwai Chung, New Territories, Hong Kong.
Please request return instructions before mailing an item. The business address above is not automatically the return address.