Refund policy

Returns, Exchanges & Cancellations Policy

At SparksNBlings, all of our products are handmade with care. As a small artisan business, our policies reflect both EU consumer protection law and the realities of made-to-order production. Please read this policy carefully before ordering, particularly the distinction between standard items and custom or personalized items, as different rules apply to each.

Standard Items — Right of Withdrawal

If you purchase a standard (non-customized) item, EU Directive 2011/83/EU gives you the right to withdraw from your purchase within 14 calendar days of receiving it, for any reason, including simply changing your mind — no explanation required.

To withdraw:

  • Notify us via WhatsApp or email within 14 days of receiving the item.
  • Return the item within 14 days of that notification.
  • The item must be unused, unworn, with original tags and packaging.
  • You are responsible for the return shipping cost.

Once we receive the returned item in its original condition, we will refund the price paid (via your original payment method) within 14 days. This is your legal right — we cannot limit it to store credit or exchange only, and we cannot shorten the 14-day window.

Exchanges instead of a refund: if you'd prefer a different size or color rather than a refund, contact us via WhatsApp first — once approved, exchanges are available for a flat return/re-shipping fee of €14. Items sent back without prior WhatsApp approval will not be accepted and will be returned at your expense.

Custom & Personalized Items — No Withdrawal Right

Because these items are made specifically to your order, Article 16(c) of Directive 2011/83/EU excludes them entirely from the right of withdrawal — there is no cooling-off period or cancellation window for these items once production has begun, and no partial window (e.g. "12 hours") applies instead. This is disclosed to you clearly here, before you order, as required by law.

This includes:

  • Custom-color or made-to-size crystal browbands
  • Personalized name tags and engravings
  • Any item ordered with customer-specified customization

Because production on these items begins shortly after ordering, please contact us via WhatsApp as soon as possible if you need to change or cancel a custom order — we'll do our best to accommodate you if production hasn't yet started, but once it has, the order cannot be cancelled or returned for change of mind.

Defective, Damaged, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us via WhatsApp as soon as you notice — the sooner you reach out, the faster we can resolve it. This applies to custom items too; the withdrawal exclusion above only covers change-of-mind returns, not defects.

Under the EU legal conformity guarantee (Directive (EU) 2019/771, implemented in Italy via Articles 128–135 of the Codice del Consumo), you're entitled to remedies for goods that don't conform to the contract for 2 years from delivery. Depending on the situation, this means:

  • Repair or replacement with an identical item, at no cost to you, or
  • If repair/replacement isn't possible, a price reduction or full refund.

This legal guarantee exists regardless of any other timeframe mentioned elsewhere in this policy, and applies on top of — not instead of — your statutory rights.

Non-Returnable Items

The following cannot be returned for change of mind (though the defect guarantee above still applies if something is genuinely wrong with them):

  • Custom or personalized items (Art. 16(c))
  • Horse care or hygiene products, once opened or the seal is broken (Art. 16(e) — sealed, unopened hygiene items can still be returned under the standard 14-day right above)
  • Gift cards
  • Items explicitly marked as final sale at the time of purchase

Contact Us

For all return, exchange, or warranty questions, please contact us via WhatsApp. We're here to help and want you to feel confident shopping with SparksNBlings.