Customer Dispute Resolution
Last updated: 08/19/2026
Step 1. Contact support
Email contact@spirad.com with your order number and a description of the problem, or call us on +1 302 556 0650.
Our support team is available 24 hours a day, 7 days a week, including weekends and public holidays. We reply to every message within 24 hours.
Depending on the issue, we resolve it as follows:
| Issue | What we do | Timeframe |
|---|---|---|
| Order not received | We open a trace with the carrier and keep you updated throughout | Carrier traces close in 5 to 10 business days; replacement or full refund immediately after |
| Item damaged or defective | Replacement or full refund, your choice, no return needed | Within 24 hours of your email with photos |
| Wrong item received | Replacement or full refund, your choice, no return needed | Within 24 hours of your email with photos |
| Item not as described | Return authorised, return shipping paid by us | Refund within 1 to 3 business days of receipt |
| Change of mind | Return authorised under our 30-day policy | Refund within 1 to 3 business days of receipt |
| Refund not received | We send you the payment processor reference so you can trace it with your bank | Within 24 hours |
For damaged, defective or incorrect items, contact us within 7 days of delivery with a photo of the item and a short description of the issue. You do not need to send anything back and you pay nothing.
Refunds go back to the original payment method. Your bank may take a further 5 to 10 business days to post it to your account.
Step 2. Escalation
If you are not satisfied with the answer you received, reply to the same email thread with ESCALATION in the subject line, or email contact@spirad.com directly with ESCALATION and your order number in the subject.
Escalated cases are reviewed by Valeria, our Customer Care Lead, not by the person who handled your original request. We acknowledge escalations within 24 hours and give a final decision within 5 days. If we need longer, we tell you why and give you a date.
We keep a record of every escalated case, including what was decided and why. You can request a copy of your case record at any time.
Step 3. Before you file a chargeback
If you are considering disputing the charge with your bank, contact us first. A chargeback takes 30 to 90 days to resolve and locks the funds during that period. We can almost always refund you faster.
If you have already filed one, tell us. We will not contest a chargeback for an order we agree should be refunded.
Step 4. External resolution
If we cannot reach an agreement, you can take the matter further.
European Union. For cross-border purchases, you can contact the European Consumer Centre in your country through the ECC-Net at https://www.eccnet.eu. You also retain your rights under EU consumer law, including the 14-day right of withdrawal, which applies in addition to our 30-day return policy.
United Kingdom. You retain your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. You can seek assistance from Citizens Advice.
United States. You can contact your state consumer protection office or your card issuer.
Other countries. You retain any rights available to you under your local consumer protection law. Nothing on this page limits those rights.
Our commitments
- We answer every message within 24 hours, every day of the year.
- We never require a customer to accept store credit instead of a refund.
- We never charge a restocking fee.
- We do not close a case without telling you the outcome and the reason.
Contact
Email: contact@spirad.com Phone: +1 302 556 0650 Support hours: 24/7, every day including weekends and public holidays
Spirad LLC 2106 House Ave, Suite 577 Cheyenne, WY 82001 United States
This is our registered business address, not a returns address. Do not send returns here. The return address is provided when your return is approved.