Refund policy

Every SpotPack is cut, sewn and filled by hand in Brisbane after your order comes in. We want you to love it, so here is exactly where you stand.

If you change your mind

Get in touch within 30 days of receiving your order and we will arrange an exchange for a different pack, or a store credit for the value of the item.

To be accepted, the item must be unused, unheated, unwashed and in its original condition. Because these are heat packs, once one has been warmed up we are not able to resell it.

Return postage for a change of mind is at your own cost. Please use a tracked service, as we cannot be responsible for parcels that go missing on the way back to us.

Custom and special fabric orders

If you asked us to make your pack in a fabric chosen specially for you, that order is final and cannot be returned or exchanged for a change of mind. It was made only for you and we are not able to sell it to anyone else.

This does not affect your rights if something is wrong with the item, which are set out below.

For hygiene reasons

We are not able to accept change of mind returns on eye pillows, or on any pack that has been used.

If something is wrong with your order

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply to every item we sell, including custom fabric orders.

If your pack arrives faulty, damaged or not as described, email us with your order number and a photo. We will sort it out, and we will cover the return postage.

The life of your heat pack

We recommend replacing a well loved heat pack every three years. Over time the lupin dries out, which reduces how well it heats and holds warmth. This is normal wear rather than a fault.

How to start a return

Email christinaspotpack@gmail.com with your order number and, if something is wrong, a photo of the problem. Please contact us before sending anything back so we can tell you where to post it.

SpotPack, QLD. Phone 0406 126 599.