Return & Refund Policy

At Rello & Co., we want you to feel confident when purchasing from us. This Return & Refund Policy applies to purchases made through www.spherehubs.com.

Nothing in this policy limits or excludes any mandatory consumer rights available under applicable law.

1. 30-Day Return Policy

We offer a 30-day return period, starting from the date your order is delivered.

To request a return under this policy, you must contact us within 30 calendar days of delivery.

2. Return Eligibility

To qualify for a voluntary return, the product must be:

• In the same condition in which it was received.

• Unused and unworn.

• Clean and free from damage, stains, marks, odours or signs of use.

• Returned with all original components and accessories, including any detachable straps, chains or packaging supplied with the product.

• In its original packaging, where reasonably possible.

• Accompanied by the order confirmation, receipt or other proof of purchase.

You may inspect the product as you would in a physical store. However, products showing signs of use beyond what is reasonably necessary to inspect their nature, characteristics and appearance may not qualify for a voluntary return or may be subject to a reduction in refund value where permitted by law.

These conditions do not affect your rights when a product is defective, damaged, incorrect or materially different from its description.

3. How to Request a Return

To request a return, email:

rellocoshop@gmail.com

Please include:

• Your full name.

• Your order number.

• The reason for the return.

• Clear photographs or videos if the product is damaged, defective, incomplete or incorrect.

Once your request has been reviewed, we will provide the applicable return instructions and return address.

Do not send a product back before receiving return instructions from us. Unauthorised returns or products sent to an incorrect address may be rejected or experience significant processing delays.

The return address may be different from the address shown on the parcel in which your order was delivered.

4. Damaged, Defective, Incomplete or Incorrect Products

Please inspect your order as soon as it is delivered.

Contact us promptly at rellocoshop@gmail.com if:

• The product arrives damaged.

• The zipper, handle, strap, chain or hardware is defective.

• You receive the wrong product or colour.

• An accessory or component is missing.

• The product materially differs from its description.

Please provide your order number and clear photographs or videos showing the issue.

Once we evaluate the claim, we may provide an appropriate solution, such as:

• A replacement.

• A repair, where appropriate.

• A partial refund.

• A full refund.

The appropriate remedy will depend on the circumstances and your rights under applicable consumer law.

EU consumers are generally entitled to remedies at no additional cost when goods are faulty or do not match their advertised description. Nothing in this policy limits any applicable legal guarantee.

5. Non-Returnable Items

Unless otherwise required by applicable law, we do not accept voluntary returns for:

• Products that have been used, worn, washed, damaged or altered after delivery.

• Products showing stains, odours, scratches, excessive wear or other signs of use.

• Products returned without essential components or accessories.

• Personalised, customised or made-to-order products.

• Gift cards.

• Items marked as final sale or clearance, where this restriction is legally permitted.

Sale and clearance products remain covered by all applicable rights concerning defective, damaged, incorrect or misdescribed goods.

For questions about whether a product qualifies for return, contact us before sending it.

6. Exchanges

We do not currently process direct exchanges.

To obtain a different product, colour or option, you may request a return for the original item, provided it qualifies under this policy, and place a new order separately.

This does not affect your right to request a replacement for a defective, damaged, incomplete or incorrect product.

7. European Union Right of Withdrawal

Customers purchasing as consumers within the European Union generally have the legal right to withdraw from an online purchase within 14 calendar days, without providing a reason.

For products, the withdrawal period generally begins when you, or a person designated by you, receives the goods.

To exercise this right, you must clearly notify us before the withdrawal period expires:

Email: rellocoshop@gmail.com

Your message should include:

• Your full name.

• Your order number.

• A clear statement confirming that you wish to withdraw from the purchase.

After notifying us, you must return the product according to the return instructions provided.

You may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and functioning. You may be responsible for any reduction in value caused by handling beyond what would normally be permitted in a physical store.

The legal right of withdrawal may not apply to certain products, including personalised, customised or clearly made-to-order goods.

Nothing in this section limits any additional consumer rights available under the national law applicable to your purchase.

8. Return Shipping Costs

For voluntary returns and returns made under the EU right of withdrawal, the customer is responsible for the direct return shipping costs unless:

• Rello & Co. agrees to cover them.

• The product is defective, damaged, incomplete, incorrect or not as described.

• Applicable law requires Rello & Co. to cover them.

We do not provide prepaid return labels as standard.

We strongly recommend using a tracked shipping method and retaining proof of postage.

Rello & Co. is not responsible for returned products that are lost or damaged while being shipped by the customer, except where responsibility cannot legally be excluded.

9. Refunds

Once your return is received and inspected, we will notify you whether the refund has been approved or rejected.

When approved, the refund will be issued to the original payment method unless another method is expressly agreed.

For voluntary returns under our 30-day policy, we aim to process approved refunds within 10 business days after inspection.

For a valid EU withdrawal, reimbursement will be made without undue delay and no later than 14 calendar days after we are informed of the withdrawal. However, we may withhold reimbursement until we receive the returned goods or acceptable evidence that they have been sent back, whichever occurs first.

Where required by EU law, the refund will include the original standard delivery charge. Any additional cost resulting from choosing a delivery method more expensive than our least expensive standard delivery option may not be refunded.

Your bank, credit-card company or payment provider may require additional time to display the refund in your account.

Contact us at rellocoshop@gmail.com if more than 15 business days have passed since we confirmed that a voluntary refund was approved.

10. Refused, Unclaimed or Undeliverable Orders

Customers are responsible for providing a complete and accurate delivery address and monitoring the delivery of their order.

If an order cannot be delivered because of:

• An incomplete or incorrect address.

• Failure to collect the parcel.

• Refusal of delivery without prior agreement.

• Failure to respond to the delivery provider.

• Missing access, apartment or contact information.

Any additional storage, return or reshipping costs may be deducted from the refundable amount or charged before reshipment, where permitted by law.

Original shipping charges may be non-refundable when the delivery failure was caused by information provided or actions taken by the customer.

This section does not affect mandatory rights relating to defective products or delivery failures caused by Rello & Co., the carrier or our fulfilment providers.

11. Order Cancellations

Order processing normally takes between 1 and 3 business days.

To request a cancellation, contact us as soon as possible at:

rellocoshop@gmail.com

We will make reasonable efforts to cancel your order before it is prepared, transferred to fulfilment or shipped. However, cancellation cannot be guaranteed after the order has entered processing.

When an order has already been prepared or shipped, it may no longer be possible to stop the shipment.

After delivery, you may request a return under this policy or exercise any applicable statutory right of withdrawal.

Our inability to stop a shipment does not remove any mandatory cancellation, return or withdrawal rights provided by applicable consumer law.

12. Contact Information

For return, refund, cancellation or damaged-product enquiries, contact:

Business and store name: Rello & Co.
Email: rellocoshop@gmail.com
Website: www.spherehubs.com
Customer support: Online only