Refund and Returns Policy

1. Return Period

We accept eligible return requests within 30 days of receiving the order. To request a return, the customer must contact us within this 30-day period and provide the order number, the email address used during checkout, the product involved, and a clear explanation of the return reason. Requests submitted more than 30 days after receiving the order may not be accepted unless otherwise required by applicable consumer protection law. This policy applies only to eligible tableware and dining products purchased directly through spoonvia.com. Products purchased from another website, marketplace, reseller, or third party must be returned through the original seller.

2. Return Eligibility for Tableware Products

Returned products must be unused, clean, undamaged, complete, and in resalable condition. Customers may carefully open the packaging to inspect the appearance, size, color, finish, or general condition of the product, but the item must not show signs of food contact, beverage residue, washing, staining, scratches, chips, cracks, dents, discoloration, strong odor, water marks, heat damage, alteration, misuse, or extended use. All original labels, accessories, inserts, protective materials, inner supports, product components, and original packaging should be included where applicable. We reserve the right to refuse a return or reduce the refund if the returned product does not meet these conditions.

3. Non-Returnable or Limited-Return Items

Certain products may not be eligible for return when they are clearly identified before purchase as final sale, clearance, personalized, customized, gift card, hygiene-restricted, or non-returnable. Products that have been used for serving, eating, drinking, food storage, food preparation, or other household purposes may not be accepted for return unless they are defective or the issue was caused by us. Products that have been washed, placed in a dishwasher, exposed to heat, stained, chipped, cracked, scratched, altered, damaged by the customer, or returned without reasonable protective packaging may also be refused. Any product-specific return restriction must be clearly displayed on the product page before purchase to apply.

4. Return Request Process

To begin a return, please contact us at [email protected] before sending any product back. Your message should include the order number, product name, quantity, return reason, and photographs when the request concerns damage, defects, missing components, an incorrect product, or a product that does not match its description. After reviewing the request, we will provide return instructions and the correct return address if the return is approved. Customers must not send products to the address shown on the shipping package or any address found online without authorization. Unauthorized returns may be delayed, rejected, delivered to the wrong location, or unable to be matched with the correct order.

5. Return Shipping Costs

If the return is caused by our responsibility, such as receiving the wrong product, a verified defective product, a product damaged before delivery, or a product materially different from the description, we will provide reasonable assistance and may cover the approved return shipping cost after verification. If the return is based on customer preference, including color preference, size preference, style choice, change of mind, duplicate purchase, ordering the wrong quantity, ordering the wrong option, or providing an incorrect delivery address, the customer is responsible for return shipping. Original shipping fees are generally non-refundable unless the return resulted from our error or a refund of those fees is required by applicable law.

6. Damaged, Defective, Incorrect, or Missing Products

If an order arrives damaged, defective, incorrect, incomplete, or missing a product or component, please contact us at [email protected] within 48 hours of delivery. Include the order number, tracking number, a clear description of the issue, and photographs of the complete outer package, shipping label, inner packaging, protective materials, damaged product, and any missing or incorrect contents. For fragile tableware and dining products, please keep all original packaging until the claim has been reviewed. This evidence helps us compare fulfillment records and communicate with the shipping carrier. After verification, we may provide a replacement, refund, partial refund, or another appropriate solution.

7. Inspection and Refund Approval

After an approved return is delivered to us, we will inspect the product to determine whether it meets the return requirements stated in this policy. The inspection may include checking for food residue, beverage residue, water marks, scratches, chips, cracks, stains, odors, washing, heat exposure, missing components, damaged packaging, or signs of use. If the return is approved, the refund will be issued to the original payment method. If the product has been used, washed, damaged, altered, returned incomplete, or is no longer suitable for resale, we may refuse the return, issue a partial refund, or contact the customer for further resolution. We may retain order, payment, tracking, communication, return approval, and inspection records to support fair handling of customer claims and payment disputes.

8. Refund Timeline and Original Payment Method

Approved refunds are issued to the original payment method used for the order. Where a physical return is required, refund processing begins after the returned product has been received, inspected, and approved. Once the refund has been submitted, the funds typically appear on the original payment method within about 7 business days, depending on the customer’s bank, card issuer, Stripe, PayPal, Apple Pay, Google Pay, or other payment provider. For security reasons, refunds cannot be transferred to a different card, bank account, digital wallet, or third-party account. If the refund does not appear within the expected period, please contact the relevant payment provider first and then contact us at [email protected] with the order number.