Returns & Refunds Policy
This Policy explains when a customized SparkU product is eligible for repair, replacement, remake, return, or refund. It does not limit non-waivable consumer rights.
1. Personalized Products
SparkU products are made to your specifications. Except where required by law or expressly stated in this Policy, we do not accept returns or issue refunds because you changed your mind, no longer want the product, selected the wrong option, or expected a different result within the normal handcrafted variations disclosed before purchase.
2. Eligible Problems
Contact us if your order has one of the following problems:
- You received the wrong product.
- The product was damaged in transit.
- The product has a clear manufacturing defect.
- The product is materially different from the approved design or confirmed specifications.
- A component or accessory included in the order is missing.
3. Reporting Deadlines
- Manufacturing defects, incorrect items, missing components, and material specification differences must be reported within seven calendar days after delivery.
- Shipping damage must be reported within 48 hours after delivery.
Report an issue as soon as reasonably possible. A late report may limit our ability to verify the cause or make a carrier claim, but these deadlines do not override rights that cannot be limited under applicable law.
4. Evidence Required
Email support@sparku.ai with your order number, a clear description, and photographs or video showing the issue. For shipping damage, include the outer packaging, shipping label, protective materials, and product. We may request additional reasonable information needed to evaluate the claim.
5. Available Remedies
After reviewing an eligible claim, we will select a remedy that is proportionate to the issue and reasonably capable of putting the order right. Our usual order of consideration is:
Repair, where technically and economically feasible.
Replacement of the affected item or component.
Remake of the customized product.
Refund, where the other remedies are unavailable, unsuitable, unsuccessful, required by law, or agreed by SparkU.
We may offer more than one option. Nothing in this section prevents a refund where mandatory law requires one.
6. Ring Size
You are responsible for selecting the correct ring size using the sizing standard shown on the product page. We do not currently provide resizing as a standard remedy for a customer-selected incorrect size. If SparkU manufactured a size different from the confirmed order, we will provide an appropriate remedy at our cost.
7. Figurine Likeness and Design Approval
Minor differences in color, texture, proportion, and hand-finished detail are normal and are not defects. Subjective dissatisfaction with likeness is not by itself a return basis where the item is consistent with the approved design and disclosed production characteristics.
If the finished product materially departs from the approved design, contact us within seven days. We will review the evidence and may provide a repair, replacement, remake, or refund as appropriate. SparkU does not offer a standard free adjustment for subjective preference after production.
8. Return Authorization
Do not send a product to our registered office or any other address without written return authorization. If a physical return is required, Customer Support will provide the return instructions and authorized address. Unauthorized returns may be refused or delayed.
For a return caused by an eligible SparkU error, SparkU will arrange or pay reasonable return shipping. You must provide the order number and requested evidence. Please retain the product, components, and packaging until we confirm that they are no longer needed for review or return.
9. Inspection and Refunds
We may inspect a returned product before approving the final remedy. Once a refund is approved, SparkU will initiate it to the original payment method within seven business days. Your payment provider may require additional time to post the credit. Original and return shipping are refunded where required by law or where the refund results from an eligible SparkU error.
10. Abuse and Fraud
We may deny a claim supported by altered evidence, intentional damage, misuse, unauthorized repair, fraudulent conduct, or a materially false description. We may restrict accounts involved in repeated abuse, while preserving remedies required by law for valid orders.
11. Payment Disputes
We encourage you to contact us first so we can investigate and resolve the issue promptly. This does not waive any rights you may have under applicable law or the rules of your payment provider.
Contact Us
Customer Support: support@sparku.ai
Support Hours: 9:00 a.m. to 5:00 p.m. Eastern Time on business days
Registered Address: Room A302, 4th Floor, Building C, Qili, No. 79 Yinping Road, Shatou Subdistrict, Panyu District, Guangzhou, Guangdong Province, China