last updated 1 November 2023
Thank you for shopping at Sproose. We want you to be completely satisfied with your purchase, and we understand that sometimes items may need to be returned or exchanged. Below is our Return Policy to guide you through the process:
1. Return Eligibility
You have 14 days from the date of delivery to request a return or exchange. To be eligible for a return or exchange, the item(s) must meet the following criteria:
- The item(s) must be in their original condition, unused, and undamaged.
- All original tags, labels, and packaging must be intact.
- Any personalised products are not eligible for return or exchange.
2. Return Process
To initiate a return or exchange, please follow these steps:
- Contact our customer support team via email within 14 days of receiving your order. Please provide your order details and optional the reason for the return/exchange. The data is used to improve the product and prevent a reoccurrence in the future.
- Our customer support team will guide you through the return process, including organizing the courier to collect the item(s) from your specified address.
3. Return/ Exchange Shipping Costs
Customers are responsible for covering the return/ exchange shipping costs. The shipping is handled by a third-party company, and we kindly ask you to bear the return/ exchange shipping expenses.
4. Refunds and Exchanges
Upon receiving and inspecting the returned item(s), we will process your refund or exchange. If the return meets the eligibility criteria, you can choose between a refund or an exchange for another item of equal value. Refunds are issued to the original payment method used during checkout. The original shipping fee is non-refundable.
Please note that it may take 3 -10 working days to process refunds or exchanges after we receive the returned item(s).
5. Damaged or Defective Items
In the rare event that you receive a damaged or defective item, please contact us immediately. We will resolve the issue promptly and offer a replacement or refund at no additional cost to you.
If your order arrives damaged or broken, please notify us via email within 7 days of receipt. We will promptly evaluate the situation and resolve the issue. While we haven't lost any parcels by courier, occasionally, goods are damaged in transit, and we will replace them without question. Kindly provide photos of the damaged items for our records and to improve our packaging methods. Your satisfaction is our priority, and we'll do our best to make things right at no additional cost to you.
6. Contact Us
If you have any questions or need further assistance regarding our Return Policy, please don't hesitate to contact us.
Please ensure you read and understand our Return Policy before making a purchase. We appreciate your understanding and thank you for shopping with us!