Return and Refund Policy
Refunds and Returns
Digital Services (Prize Draw Entries, Subscriptions, Discounts)
All purchases of digital services on the Spruce Collective website, including prize draw entries, subscription plans, or access to exclusive digital content, are made available immediately upon payment and are considered “digital services” under UK law.
As such:
• These purchases are non-refundable unless explicitly stated otherwise.
• Prize draw entries, once submitted, cannot be cancelled, amended, or withdrawn.
• Subscriptions may be cancelled at any time but are non-refundable once payment has been processed, except where required by law.
Refunds Will Only Be Issued Where:
• You were charged in error due to a technical fault or duplicate transaction, and you notify us within 14 days of the payment date.
• A payment was incorrectly processed following a free entry form or no-purchase route.
If a refund is approved, we will return the funds to your original payment method within 10 business days. Please note that your card provider may take additional time to process the refund.
Refunds Will Not Be Issued For:
• Failure to win a prize draw.
• Duplicate entries, unless reported within 24 hours of purchase.
• Subscription payments where any digital benefits (e.g. prize entries, exclusive content, member-only discounts) have already been accessed.
• Any entry submitted after the closing date of a draw.
UK Consumer Protection Notice – Digital Content
Under the Consumer Contracts Regulations 2013, you do not have the right to cancel digital content once delivery has begun and you have given your consent to immediate access. By purchasing digital entries or subscriptions, you:
• Confirm your request for immediate access to the services.
• Acknowledge that this waives your 14-day statutory cancellation right.
Merchandise Orders (Print-on-Demand Products)
All physical merchandise available on the Spruce Collective store (including apparel, prints, and accessories) is produced on-demand via our fulfilment partner, Prodigi, once an order is placed. These items are not mass-produced or held in stock — they are printed specifically for you based on Spruce-designed artwork or collections.
As such, these items are classified under UK law as “made-to-order goods”, and are exempt from standard return rights under the Consumer Contracts Regulations 2013.
Returns and Refunds Will Only Be Accepted If:
• The item arrives damaged, defective, or substantially different from the product description.
• You contact us within 7 days of receiving your order, including a clear description and photographic evidence of the issue.
Once reviewed and approved, we will:
• Issue a full refund to your original payment method; or
• Arrange for a free reprint and replacement, at our discretion.
Returns Will Not Be Accepted For:
• Change of mind or buyer’s remorse.
• Errors in size or colour selection made at the time of ordering.
• Minor variations in colour, texture, or placement due to the nature of the print-on-demand process.
• Delays caused by courier services or customs.
We reserve the right to reject any refund request where the product has been used, worn, or altered after delivery.
Contact for Refunds or Returns
To request a refund or report an issue with your order, please contact us at:
support@sprucecollective.co.uk
We aim to respond to all refund and return queries within 2 business days (Mon–Fri).
Please include:
• Your full name and order number
• A description of the issue
• Supporting photographs where relevant