Refund and Returns Policy

Cancellation Policy

This cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty of miss-described. All orders can be cancelled up until the artwork is approved for production. At this point we can provide a refund for the order should you wish.

Once your artwork is approved for production, no further changes can be made to the order, meaning we will be unable to cancel or amend artwork or product specifications. This is a strict policy due to our automated production process, as orders are accepted into our production run immediately.

Complaints must be registered with us within 15 days of receiving the order. Longer than this may result in the complaint not being upheld or rejected. We need to be able to verify the issue was a result of our production process or courier mishandling, this is why we need the complaint registered as soon as it is received.

Complaints Procedure

We strive to deliver the best possible information, products, and services. However, if you have any complaints or comments, we encourage you to contact us by phone, email, or chat, clearly explaining your feedback. We are committed to responding to your communication within 48 hours.

Faulty Goods

In the event that you encounter an issue with your goods, please notify us within 15 days to discuss the matter further. If the goods are found to be faulty upon delivery, you have the option to reject the order and request a full refund upon returning the items to us. However, if the fault is discovered at a later stage or if you delay in lodging a complaint beyond the specified 15-day period, you may not be entitled to a repair or replacement. Provided that the complaint is lodged within the specified timeframe and a replacement is unavailable, you may be eligible for a partial or full refund if the complaint is deemed valid. For more information, please refer to our Returns Process. Please note that claims for faulty goods will not be accepted under the following circumstances: deliberate damage or negligence, improper use or neglectful maintenance, normal wear and tear, and failure to follow the provided user/washing instructions.

Returns Process

For orders delivered to a UK address, if you want to return any faulty products in line with our Return Policy, please contact our Customer Experience team. Once the return is approved, we will reimburse the amount you paid within 30 days.

In the event that the wrong product has been sent to you, we will refund the amount you paid for your purchase with us, including the original shipping cost. Any costs incurred on your behalf for the return of the wrong item will also be refunded by us once we have received the goods from you.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {help@sparkfly.co.uk} and send your item to: {10-16 Mottram Street, Stockport, Manchester. SK1 3PA}.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

To return your product, you should mail your product to: {10-16 Mottram Street, Stockport, Manchester. SK1 3PA}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.