Terugbetalingsbeleid
Last updated: August 14, 2026
We want you to feel good about your order. Eligible items can be returned for a refund to your original payment method within 30 days of delivery. The simplest thing to do is start every return by contacting us (see below).
Our 30-Day Money-Back Guarantee
Every piece on Sparkycare is designed and made by us, including personalized pieces, and every one is backed by our 30-Day Money-Back Guarantee: if you are not happy, contact us within 30 days of delivery and we will make it right with a replacement or a refund.
Your statutory rights (see the EU and UK section below) always apply and are never reduced by this policy.
How to start a return
- Email contact@sparkycare.com with your order number and the item you'd like to return. Always start here — please don't ship anything back until we've replied with the correct return address. The address printed on your parcel is a production or fulfilment facility, not our returns address, so items sent to the wrong place can't be matched to your order.
- We'll reply within 1-2 business days with the return address, instructions, and an RMA (if needed).
- Pack the item securely, ideally in the original packaging.
- Ship with a trackable service. We can't refund items we don't receive.
Return shipping cost: You are responsible for return postage, unless your item arrived damaged, defective, or incorrect. We do not accept COD returns.
Eligibility
To be eligible for a refund, items must be:
- In resellable condition, handled no more than needed to inspect the item
- Returned within 30 days of delivery
Personalized and made-to-order items
Items customized just for you, such as pieces featuring your names, dates, messages, photos, custom maps, or star charts, are made for one person and cannot be restocked, so they fall outside the standard return process, and for customers in the EU and UK they are exempt from the statutory right of withdrawal (see below). Our 30-Day Money-Back Guarantee still covers them: if you are not happy with your personalized piece, contact us at contact@sparkycare.com within 30 days of delivery and we will make it right with a replacement or a refund. Because each piece is made just for you, we handle these case by case rather than through the standard return steps, and we may ask for photos or refer to the live preview shown to you at the time of order.
Non-returnable / final sale
Gift cards, downloadable products, and items marked Final Sale cannot be returned. Personalized items are covered by the guarantee above rather than the standard return process.
Order changes and cancellations
Changed your mind or spotted a typo? Contact us at contact@sparkycare.com within 24 hours of placing your order and we will almost always be able to cancel or update it. After 24 hours your piece may already be in production, but reach out anyway and we will do what we can, and either way the return terms above still apply.
Damaged, defective, or wrong item
If your order arrives damaged, defective, or incorrect, email photos or videos to contact@sparkycare.com as soon as possible, ideally within 7 days of delivery, so we can resolve it quickly. We'll make it right with a replacement or refund, including any shipping costs. Nothing in this section limits your statutory rights, including any legal guarantees that apply in your country.
Lifetime Quality Guarantee
Every piece we make also carries a Lifetime Quality Guarantee: we stand behind how it was made for as long as you own it. If the piece fails at something it was made to do, such as fading under normal indoor conditions, an ink or print defect, a warped frame, or a joint, mount or hanging fitting giving way, we make you a new one free. To claim, email contact@sparkycare.com with your order number, a short description of what went wrong and one or two clear photos. We review every claim against the original order and reply within 1-2 business days. There is nothing to send back to us.
In your first 30 days everything is free, shipping included, under the 30-Day Money-Back Guarantee above. After those 30 days a qualifying quality claim means the new piece is free and the only cost is a flat $19 to ship it to you. Accidental damage, such as the piece coming off a wall, a knock during a house move or water reaching it, is not a fault in the piece and is not replaced free; we will remake it for you at half the current price of that piece, plus the same flat $19 shipping, for as long as you own it. We always tell you the amount before anything is printed.
The free replacement is one for each piece you own, so every piece in a multi-item order is covered, each once; the half-price remake has no limit. A replacement issued in your first 30 days does not use up your free replacement. Each piece is claimed on its own damage, and a claim covers the piece shown in the photos and no others. If the piece was a gift, ask whoever gave it to you for the order number or have them get in touch for you. Not covered: loss or theft, damage done deliberately, damage caused by altering or reframing the piece after delivery, damage from hanging a piece somewhere it was not made for such as outdoors or in direct steam, and pieces bought secondhand, since the guarantee stays with the original order. Registering your guarantee is optional and is not required to claim. Full terms are on the Sparkycare Lifetime Quality Guarantee page. Nothing in this section limits your statutory rights.
Refunds
Once your return is received and inspected, approved refunds are issued within 5-10 business days to your original payment method. Your bank or card issuer may take additional time to post the credit.
Exchanges
Need a different size or color? The fastest way is to return the item for a refund and place a new order for the replacement.
EU and UK customers: right of withdrawal
If you are a consumer in the European Union or the United Kingdom, you have a legal right to withdraw from your purchase within 14 days of the day you (or someone you nominate) receive the last item in your order, without giving any reason. This right is never reduced by anything in this policy. Our 30-Day Money-Back Guarantee applies to you as well, so in practice you have 30 days.
To exercise this right, tell us before the window ends by a clear statement, for example an email to contact@sparkycare.com, or by using the model withdrawal form below. Then send the item back to us without undue delay and no later than 14 days after telling us.
If you withdraw, we will refund all payments received from you, including standard delivery costs (but not the extra cost of any delivery option other than our least expensive standard delivery). We will issue your refund within 14 days of the day we receive the returned item, or the day you provide proof of having sent it back, whichever comes first, using the same payment method you used for the purchase. You pay the direct cost of returning the item.
You may handle the item only as you would in a shop to establish its nature, characteristics and functioning. If the item's value is reduced by handling beyond that, we may deduct the loss in value from your refund.
The right of withdrawal does not apply to items made to your specifications or clearly personalized (such as pieces featuring your names, dates, messages, photos, custom maps, or star charts), or to gift cards.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To Sparklywax LLC, 4000 Hollywood Boulevard, 555S, Hollywood, FL 33021, United States, contact@sparkycare.com:
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: Ordered on / received on: Name of consumer(s): Address of consumer(s): Signature of consumer(s) (only if this form is notified on paper): Date:
Late or missing refunds
If you haven't received a refund after 10 business days from our approval, check with your bank or card issuer. If you still need help, contact us at contact@sparkycare.com.
International returns
Duties, VAT/taxes, and customs or brokerage fees paid to your local authority are non-refundable by Sparkycare. If a parcel is returned to sender or disposed of due to unpaid import charges or failure to provide requested customs information, shipping fees and any return costs are non-refundable.
Questions? We're here to help: contact@sparkycare.com