Refund policy
Return & Refund Policy
Returns & Refunds Policy
We want you to be completely satisfied with your Spruce purchase. Please read our returns policy carefully before making a purchase.
Returns Window We accept returns within 30 days of the date of purchase.
Condition of Returned Items Due to the nature of our products, Spruce hydration sachets are classified as food/consumable items. In accordance with UK Food Standards regulations, ISO food safety standards, and Good Manufacturing Practice (GMP) guidelines, we are only able to accept returns on products that are:
- Completely unopened and in their original, sealed packaging
- Unused and in the same condition as received
- Accompanied by proof of purchase
We are unable to accept returns on any products that have been opened, partially used, or where the tamper-evident seal has been broken. This policy exists to protect the safety and wellbeing of all our customers and to comply with applicable food safety legislation.
How to Request a Return To initiate a return, please contact us at hello@spruce-water.com within 30 days of your purchase date, quoting your order number and reason for return. We will provide you with instructions on how to return your item.
Refunds Once your return is received and inspected, 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 5–10 business days. Please note that original shipping costs are non-refundable.
Faulty or Damaged Items If your order arrives damaged or faulty, please contact us within 48 hours of delivery at hello@spruce-water.com with photographic evidence and we will arrange a replacement or full refund at no cost to you.
Your Statutory Rights This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.