Refund policy

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

Any returns or exchanges must be submitted within 14 days after the product has been received. For packages lost in transit, all claims must be submitted within 14 days after the estimated delivery date. All withdrawal requests will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible. Please see point "Products exempt from exchange " below for further information.

All claims, deemed an error on our part are covered at our expense and will be exchanged asap. For all other claims return shipping is FREE for the first return/ exchange. Carrier charges are handled at your expense for each further consecutive product return or exchange. 

Depending on your case, we might ask you a few questions for clarification purposes, before we proceed to exchange/ return or resend your product. Please note that in cases of returns and exchanges, a refund voucher will be issued covering the amount of the returned or exchanged product that can be redeemed in the SPARK perform online store without time limit. You will receive the voucher via email once we received your returned item in an unused, intact and complete condition. 

PLEASE NOTE:

SPARK perform reserves the right not to re-ship, refund, or exchange goods that are returned used, stained, damaged or incomplete.  

PRODUCT RETURN OR EXCHANGE

1st product return or exchange:

FREE return shipping. We will cover the shipping cost of your first product exchange or return. Standard carrier rates apply for further consecutive exchanges and returns.

To initiate your 1st product exchange or return, please contact us via email/ support@spark-perform.com with the following:

● your order number

● a brief description of the issue

In return, you will receive the shipping label from us via email for FREE.

After we received your returned product and all is well (product not damaged, smelly or stained) we will email you a voucher covering the product refund amount. You can redeem the voucher in our shop without a time limit. 

PLEASE NOTE:

1. For product returns and exchanges, all claims must be submitted no later than 14 days after your package got delivered by the carrier.
2. Shipping costs will not be refunded. (Just in case you only bought one article and had to cover any.)
3. SPARK perform reserves the right not to re-ship, refund, or exchange goods that are returned used, stained, damaged or incomplete.

 

2nd/3rd... consecutive product return or exchange:

Unfortunately, we are forced to charge for the shipping cost in case you consecutively exchange a product more than once. We are very sorry about that!

To initiate further product exchanges or returns please contact us via email/ support@spark-perform.com with the following:

● your order number

● a brief description of the issue

In return, you will receive the shipping label from us via email.

After we received your returned product and all is well (product not damaged, smelly or stained) we will email you a voucher covering the product refund amount minus the shipping label cost. You can redeem the voucher in our shop without a time limit. 

PLEASE NOTE:

1. For product returns and exchanges, all claims must be submitted no later than 14 days after your package got delivered by the carrier.
2. Shipping costs will not be refunded. (Just in case you only bought one article and had to cover any.)
3. SPARK perform reserves the right not to re-ship, refund, or exchange goods that are returned used, stained, damaged or incomplete.

Carrier rates for consecutive product exchanges:

COUNTRY	PRICE	WEIGHT  MAX	DIMENSIONS MAX	CARRIER	TRACKED
Germany	3,85€	1kg	35x25x5 cm	DHL	yes
Germany	5,49€	2kg	max. 60 x 30 x 15 cm	DHL	yes
Belgium	10,50€	2kg	max. L + B + H = 90 cm, keine Seite länger als 60 cm	bpost	no
Netherlands	9,30€	2kg	Max. size: 38 x 26.5 x 3.2 cm, Min. size: 14 x 9 cm	postnl	yes
Austria	9,90€	10kg	max. 45, the parcel's longest and shortest side add up to 45 cm max	post.at	yes
UK	11,79€	0,75kg	max: 35.3 x 25 x 2.5, Minimum letter size: Not less than 9cm x 14cm	Royal Mail	yes
UK	13,57€	2kg	Max size: Length + width + depth no more than 90cm with no single side longer than 60cm, Minimum parcel size: Not less than 10.5cm x 14.8cm	Royal Mail	yes

 

DAMAGED/ FAULTY PRODUCTS

At SPARK perform, we stand behind our products` high quality standard. Any returns or problems that occur because of a faulty product (e.g.: material or workmanship flaws) or a wrong product being delivered will be handled at our expense. We address refunds of damaged products on a case-by-case basis but will try our best to work towards a satisfactory solution. If the mistake is ours we will replace your product immediately.

To receive your replacement product please contact us via email/ support@spark-perform.com with the following:

● your order number

● a brief description of the issue

● 1 photo showing the entire product clearly

● 1 photo showing the damaged part clearly

You will receive your replacement product FREE of charge as fast as possible. 

PLEASE NOTE:

1. For damaged products, all claims must be submitted no later than 14 days after your package got delivered by the carrier.
2. SPARK perform reserves the right not to re-ship, or exchange faulty goods that are returned incomplete.  

 

WRONG ADDRESS/ UNCLAIMED ITEMS

If you have provided an address that is deemed insufficient by the courier service, or haven't claimed your package at your local post office, the shipment will be returned to us. In this case, we will re-ship the order if you wish but you will be responsible for the cost of re-shipping. 

Please send us an email/ support@spark-perform.com to resend our item. 

 

LOST PACKAGE

We’re so sorry if the product you ordered did not arrive. Unfortunately, the process of shipping is out of our hands.

If a package got lost in transit, we will replace it asap at no cost. Please note that if the package was marked as delivered by the courier, but you haven’t received it, we won't cover the cost of reshipping or refunding the order. 

Before getting in touch with us, please help us out by doing the following:

● Check your shipping confirmation email for any mistakes in the delivery address

● Ask your local post office if they have your package

● Stop by your neighbors in case the courier left the package with them

● If none of this is the case, please contact the shipping service and ask if there is additional information from the courier. Sometimes couriers put the package somewhere and remark on the delivery slip: "Package is in the yard under the porch" or similar.

PLEASE NOTE:

1. If the package was marked as delivered by the carrier, but you haven’t received it, we will not cover the cost of re-shipping or refunding the order.
2. If you did find a mistake in your delivery address, and the package was returned to us, we can send you a replacement order, but shipping will be at your own cost.

After you found out what happened to the missing, package please get in touch with us via email/ support@spark-perform.com with the following:

● your order number

● a brief description of the issue

● the corrected address (if this was the issue)

We handle these situations on a case-by-case basis ,but will do our best to help solve the mystery of the missing package.

 

Products exempt from exchange

According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are personalized by our customers;
2. sealed goods, such as but not limited to face masks and swimwear, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks and swimwear won’t be available for reshipping and will be disposed of.

Further, SPARK perform reserves the right, not to refund or exchange goods that are returned used, stained, damaged or incomplete. SPARK perform reserves right to refuse returns at its sole discretion.

For any further issues regarding shipping and delivery-related issues, please see our shipping policy.