Shipping, Cancellation, Returns Policy

Shipping, Cancellation, Returns Policy

This policy applies to all purchases you make from SPHAERA GmbH, Nordstrasse 1, 5301 Eugendorf, Austria (“Sphaera”, “we”, “us”, “our”) It is your responsibility to familiarize yourself with this policy. 

By placing an order for any of our products, you represent that you have read this policy and that you agree to and fully accept the terms of this policy. If you do not agree with or fully accept the terms of this policy, please do not place an order with us.

If you have any questions or comments on this policy, please contact us using or our Contact Form.


All orders will be processed and shipped as soon as possible. Once we have handed your order over to the carrier, you will receive a shipping confirmation by email. Our parcels are usually delivered within the below indicated shipping times. Orders placed on a Saturday, Sunday or public holiday will not be dispatched until the next working day. 

Delivery Charges

Our delivery charges are calculated and displayed on your screen when you place the order. 


If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone. We do not ship on Saturday, Sunday, or Local/Public Holidays.

Import duties and taxes

If you order goods on our website for delivery overseas, additional import duties and taxes may apply and will be charged once the order reaches the specified destination. Any additional charges for customs clearance should be borne by you. We have no control over these charges and cannot predict what they will be. If these charges are not paid, your order may be returned to us and we will not be able to refund the shipping charges.

There may also be charges for returning your order, which will be deducted from any refund amount. In certain situations, your order may be destroyed by customs if duties and taxes are not paid. In this case, we will not be able to refund the product or shipping charges for these reasons.

Please note that there may be restrictions on shipping to you in relation to certain items and order value. You may also be required to provide certain documentation to clear your order when it arrives in your destination country. This may vary from country to country, and we encourage you to check with your local customs office for further information before placing your order. We cannot refund any shipping costs if your order is returned for any of these reasons.

Risk of loss

All items purchased are delivered under a shipping contract with our carriers. This means that the risk of loss and title for these items passes to you upon delivery of your order to our carriers. If you have not received your order within 25 working days of the dispatch date, please contact us. We ask that you contact us as soon as possible and within 45 days of placing your order. If you contact us outside of this time frame, we will not be able to track your order or issue a refund.

My delivery is damaged, what can I do?

If you have received a damaged item, please email us within 14 days of delivery and include pictures of the damaged item so that the damage can be verified. Please do not dispose of the item until you have heard back from us. A claim can only be considered if it can be clearly shown that the item(s) are faulty or damaged.

Changes and orders placed in error

If you have placed an order in error or you have made a mistake when placing the order, you must contact our customer service team as soon as possible within one hour of placing the order so that we can amend or cancel the order before it is dispatched. 

If your order has already been dispatched, we cannot amend or cancel the order until you have returned it to us. 

You can check the status of your order in your account by viewing your current order. 

Change of address

We cannot change or update a shipping address once an order has been shipped. Please check your shipping details before submitting your order and email us before your order is dispatched if you wish to change your address.

Refuse delivery

If you have refused delivery or plan to refuse delivery of your order because you wish to cancel it, please contact us. 

Orders returned to us

If your order is returned to us due to multiple failed delivery attempts, non-collection or an insufficient/wrong address, we cannot refund any delivery charges.

About returns

Before requesting or arranging a return, please read the following information carefully. You can return any delivered products you have purchased for any reason within 14 days of delivery. To do so, you should notify us in writing by email or post within 5 working days of delivery. If you are returning a product for any reason, other than damaged products, you should pay the cost of returning the product(s) to us. 

Bespoke Products

Please note that Products Made to Order or Custom Made or Customized to your Specifications (“Bespoke”) cannot be canceled, exchanged, or returned, as we are unable to resell goods that have been specifically made to meet your specifications and requirements. 

When we do not accept returns

We do not accept returns if the product(s):

  • has been “Made to Order” or “Custom Made” or “Customized to your Specifications”,
  • has been opened, 
  • damaged, 
  • altered or 
  • adapted or treated as your property. 

While in your possession, you should keep the product(s) you wish to return to us unopened and in good condition. The product(s) should be returned in the same condition in which it was delivered.

How to return

Please ensure that returned products are well packed to avoid damage or loss of parts during transit and ship them to the address shown below. Refunds may be reduced for returned products that can no longer be sold as new because they have been opened, damaged or show signs of wear and tear. 

For returned products worth more than €50, it is advisable to use a trackable shipping service or take out shipping insurance. We cannot guarantee that we will receive your returned product.

Return Policy

To receive a full refund, the product should be:

  • in its original packaging,
  • be in a resalable condition,
  • be complete and as purchased,
  • accompanied by a valid proof of purchase, and
  • be returned to us within 30 working days of purchase.


Refunds will be processed within 7 days. For currency conversions, refunds will be made in the currency in which you paid for the order. We accept no responsibility for any loss or gain arising from changes in exchange rates between the time of order and the time of refund.

Late or missing refunds

If you have not received a refund within 14 days of us notifying you that your refund has been issued, please double check your bank account, and contact your bank or credit card company. If you have done all this and still have not received your refund, please contact us.


For more information or if you have questions, please contact us using or use our Contact Form.

Effective Date

Thursday, 02nd of May2024