RETURNS AND COMPLAINTS

Last updated: 16 February 2026

30-DAY MONEY-BACK GUARANTEE

We care about the quality of our products. If the customer is not satisfied with the purchase, they may return the product within 30 days from the date of delivery and receive a refund, provided that the rules described below are met.

RETURN CONDITIONS

To qualify for a return, the product must meet the following conditions:

a) be returned within 30 days from the date of delivery,
b) be unopened,
c) be in its original packaging,
d) have its seal or security protection intact,
e) not be damaged, used or tampered with,
f) be returned with proof of purchase or order number.

For health and safety reasons, we do not accept returns of opened dietary supplements unless the product is defective or the customer received the wrong product.

HOW TO START A RETURN

To start the return procedure:

a) contact customer service at: contact@spectrum.com,
b) provide the order number and reason for return,
c) wait for the Return Authorization (RA) number and shipping instructions,
d) pack the product safely in its original packaging,
e) return the product to the address provided in the return instructions.

Products should not be returned without first receiving an RA number.

RETURN SHIPPING COSTS

4.1. Standard returns: the customer bears the cost of returning the product.

4.2. Defective or incorrectly shipped products: the store covers the return shipping cost. In such a case, the customer should contact us to receive further instructions or a prepaid return label.

4.3. We recommend using registered or tracked shipping. We cannot guarantee receipt of a return shipment if the customer chooses an untracked shipping method.

REFUND PROCESSING

After receiving the returned product:

a) we will inspect the product within 1–2 business days of receipt,
b) we will inform the customer by e-mail about acceptance or rejection of the return,
c) if the return is accepted, the refund will be initiated within 5–7 business days,
d) funds usually appear in the customer’s account within 5–10 business days, depending on the bank or payment operator.

Refunds are issued to the same payment method used for the purchase.

PARTIAL REFUNDS

A partial refund may be granted in special cases, for example when:

a) the product was returned after 30 days, but no later than 60 days from delivery,
b) the product is not in its original condition or packaging,
c) the product has missing parts not resulting from the store’s error.

In such cases, the refund may be reduced by up to 50%, depending on the condition of the product.

NON-RETURNABLE PRODUCTS

The following products are not eligible for return:

a) opened dietary supplements, for health and safety reasons,
b) products returned more than 60 days after delivery,
c) products damaged due to improper use or storage,
d) sale or clearance products, unless defective,
e) products whose seal or security protection has been broken, unless the product is defective.

EXCHANGES

We do not offer direct product exchanges.

If the customer wants to receive a different product, they should:

a) return the originally purchased product in accordance with the return rules,
b) place a new order for the selected product.

This allows the new order to be processed as quickly as possible.

DEFECTIVE OR DAMAGED PRODUCTS

If the customer receives a defective or damaged product, they should contact us as soon as possible at: contact@spectrum.com.

The report should include:

a) order number,
b) description of the issue,
c) photos of the damage, product or packaging,
d) contact details.

If the defect or damage is confirmed, we may send a replacement product or issue a full refund, including return shipping costs, if applicable.

Damage or defects should be reported within 7 days from the date of delivery.

RECEIVING THE WRONG PRODUCT

If the customer receives the wrong product, they should contact us at contact@spectrum.com within 7 days of delivery.

In this case:

a) we will arrange shipment of the correct product,
b) we will provide instructions for returning the incorrect product,
c) if required, we will provide a prepaid return label.

RIGHT OF WITHDRAWAL FOR EU CUSTOMERS

Customers from the European Union have the right to withdraw from a distance contract within 14 days from the date of receiving the product, without giving any reason.

To exercise the right of withdrawal, the customer must inform us of their decision at contact@spectrum.com within 14 days of delivery.

This right applies independently of our 30-day money-back guarantee.

For health and hygiene reasons, the right of return may be limited for sealed products whose packaging or security protection has been opened after delivery.

RETURN ADDRESS

Products should not be returned without a Return Authorization (RA) number.

The return address will be provided to the customer after the return request has been accepted and an RA number has been issued.

RETURNS CONTACT

For returns, complaints or refunds, please contact us:

Returns e-mail: contact@spectrum.com
Support e-mail: contact@spectrum.com
Customer service hours: Monday to Friday, 9:00–17:00 GMT