Returns & Refunds
Returns, withdrawal and refund policy.
We want your Sparkle-Map to feel completely at home in your space. If you change your mind after receiving your order, you have the right of withdrawal provided under the legislation governing distance sales, subject to the conditions below.
Right of withdrawal
You have 14 calendar days from the day on which you, or a person appointed by you other than the carrier, take physical possession of your order.
During this period, you may tell us that you wish to exercise your right of withdrawal without giving a reason.
To meet the withdrawal deadline, you need only send your request before the 14-calendar-day period expires.
How to exercise your right of withdrawal
To exercise your right of withdrawal, email us at: retour@sparkle-map.com
Ideally, your message should include:
Once we receive your request, we will send you the instructions needed to arrange the return of your Sparkle-Map.
- your full name;
- your order number;
- the email address used for the order;
- the product or products concerned;
- a clear statement that you wish to exercise your right of withdrawal.
Returning your Sparkle-Map
After notifying us of your decision to withdraw, you have a further 14 calendar days to return the product concerned.
The product must be returned:
Given the size and nature of Sparkle-Map, we strongly recommend keeping and reusing the original shipping packaging for any return.
We will provide the return address and instructions once you contact us.
Please do not return a product without contacting us first.
- complete;
- with all accessories;
- with all items originally supplied;
- properly protected for transport;
- in its original packaging wherever possible.
Condition of returned products
You may handle and inspect your Sparkle-Map only as much as necessary to establish its nature, characteristics and proper operation, as you might reasonably do in a shop.
You are responsible for any loss in value caused by handling beyond what is necessary for this inspection.
If such handling causes deterioration, damage or loss of value, the refund may be reduced in accordance with applicable law.
Return costs
When a product is returned under the right of withdrawal, the direct return costs are borne by the customer.
Because of the size and weight of Sparkle-Map products, return costs may be higher than for a standard parcel.
We recommend using a suitable tracked shipping service with insurance sufficient to cover the product's value.
Return costs are borne by the customer only where the return is made under the right of withdrawal.
Refunds
Where the right of withdrawal is validly exercised, we will refund payments received for the order concerned, including any standard delivery charge originally paid.
If you selected a delivery method more expensive than our standard option, the additional cost will not be refunded.
Refunds are made using the same payment method used for the order unless expressly agreed otherwise.
We may withhold the refund until we have recovered the product or you provide proof that it has been sent, whichever occurs first.
The refund will be made no later than 14 calendar days after we are informed of your decision to withdraw, subject to the conditions above.
Damaged, defective or incorrect products
The right of withdrawal is separate from your rights where a product is damaged, defective or does not match your order.
If your Sparkle-Map arrives damaged, is defective or does not match your order, contact us as soon as possible at: retour@sparkle-map.com
Please include:
Once we have reviewed the situation, we will let you know the appropriate solution.
Where a return is required because of a defect, shipping damage or an error for which we are responsible, you will not be charged the return costs.
- your order number;
- a description of the issue;
- photographs of the product and packaging where relevant.
Special cases
The right of withdrawal may not apply in certain cases provided by law, including products made or personalised to the customer's specific requirements.
If Sparkle-Map offers personalised configurations or made-to-order products in the future, the applicable conditions will be clearly stated before purchase.
Questions about a return?
Before sending anything, contact us so that we can provide the right instructions for your order.
Email: retour@sparkle-map.com