Refund policy
At SparksNBlings, all of our products are handmade with care. As a registered artisan company, we operate under specific consumer protection rules that recognize the unique nature of artisanal production. Our policies are compliant with relevant EU consumer legislation, while also reflecting our legal rights and responsibilities as a small business.
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Returns & Exchanges
As per EU Directive 2011/83/EU on Consumer Rights, customers generally have a right to return goods purchased online. However, exceptions apply for handmade, customized, or personalized items.
To be eligible for a return or exchange:
- The item must be unused, unworn, with original tags and packaging.
* The item must not be customized or a final sale item.
* You must provide a proof of purchase.
* Any exchange request must be made within 72 hours of receiving the parcel.
We do not issue refunds for incorrect sizing, color, or change of mind. However, in line with Article 16(c) of EU Directive 2011/83, you can exchange eligible items (non-custom products) for a different size or color. In this case:
- You are liable for the return and re-shipping fee of 14€.
- The exchange must be approved by us via WhatsApp before returning any item.
Items sent without prior authorization will not be accepted and will be returned at the customer’s expense.
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Cancellations
According to EU law, online orders may be canceled within 14 days, except when the goods are made to order or personalized. Because our products are handmade, production begins shortly after ordering.
Therefore, cancellations are only allowed within 12 hours of placing your order, in line with Article 16(c) of the EU Directive, which excludes the right of withdrawal for goods "made to the consumer's specifications."
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Defective or Incorrect Items
If your order arrives:
- Damaged, or
- Defective, or
- Incorrect (not what you ordered),
You must contact us within 24 hours of delivery via WhatsApp.
Under EU Directive 1999/44/EC on the Sale of Consumer Goods, customers are entitled to remedies for goods that are not in conformity with the contract. In such cases, we will:
- Replace the product with an identical one at no cost, or
- Issue a store voucher if the replacement is not available.
This applies within our 14-day guarantee window, unless the item is part of a final sale (see below).
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Non-Returnable Items
According to Article 16(c) and (e) of EU Directive 2011/83, the following are excluded from return rights:
- Customized or personalized items
- Horse care or hygiene products
- Items marked as final sale or discounted
- Gift cards
These items are non-returnable and non-refundable, unless defective.
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European Union 14-Day Cooling-Off Period
As required by EU Directive 2011/83/EU, customers in the EU are entitled to cancel an online order within 14 days — except for customized goods or goods already shipped.
We uphold this right only if:
* The order is not custom-made, and
* You cancel within 24 hours of placing the order, or before the item has left our warehouse.
Once the item is shipped or personalized, the right to cancel is waived under EU law.
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Refunds
Under applicable EU and consumer protection regulations, refunds are only granted when:
* The order has not left the warehouse, or
* We sent you the wrong item, or
* The item is verifiably defective and cannot be replaced.
Refunds are not issued for reasons of:
- Incorrect size or color
- Change of mind
- Custom orders
- Sale items
In these cases, you may request an exchange or store credit, in accordance with our artisan exemption under EU Directive 2011/83 Article 16.
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Contact Us
For all return, exchange, or warranty questions, please contact us via WhatsApp. We are here to help and ensure you enjoy your SparksNBlings experience.