Refund policy

We want you to be genuinely happy with every piece you order from The Secret Spark. If something isn't right, this policy explains how returns, refunds, and exchanges work, and what to expect at each step.

30-Day Return Window

You have 30 days from the date of delivery to request a return. The 30-day window is calculated from the date your tracking shows the parcel as delivered. Return requests submitted after this period unfortunately cannot be accepted, except in cases of confirmed product defect covered separately under our warranty terms below.

Eligibility for Return

To be eligible for a return, items must meet the following conditions:

Unused, unworn, and in the same condition as received
In the original packaging, with all tags, inserts, and accessories
Accompanied by proof of purchase (order number or order confirmation email)
Free from signs of use, damage, or alteration by the customer

The following items cannot be returned:

Final sale or clearance items (clearly marked at the time of purchase)
Gift cards
Personalised or custom-made items
Items marked as non-returnable on the product page
Items returned without prior authorisation

How to Start a Return

To initiate a return, please follow these steps:

Email us at info@the-secret-spark.net with your order number and a brief description of the reason for return.
We will respond within 2 business days with a return authorisation and the return shipping address.
Pack the item securely in its original packaging.
Ship the item back using a trackable shipping service.
Email us the return tracking number so we can monitor its arrival.

Please do not send items back without first contacting us. Unauthorised returns may be refused or significantly delayed in processing.

Return Shipping Costs

The cost of return shipping is the customer's responsibility, except in the following cases where we cover return shipping in full:

The item arrived damaged or defective
The item shipped was incorrect (wrong product, wrong variant)
An error on our part caused the need to return

We strongly recommend using a tracked and insured shipping method when returning items. We cannot be held responsible for return parcels that are lost or damaged in transit on the way back to us.

Refund Processing

Once your return is received at our warehouse, our team will inspect the item within 3 business days. You will receive an email confirmation once your return has been inspected and your refund has been approved or rejected.

Approved refunds are processed to your original payment method within 5 to 10 business days. The exact time for the refund to appear on your statement depends on your bank or card issuer — in most cases it is within a few days of processing, but it can occasionally take up to two billing cycles for the credit to show.

Refunds will be issued for the full purchase price of the returned item. Original shipping costs ($12.99) are non-refundable except in the case of a defect or our error.

Damaged or Defective Items

If your item arrives damaged or proves to be defective, please contact us within 7 days of delivery. Include in your email:

Your order number
A clear description of the damage or defect
Photos of the item and, if relevant, the outer packaging

We will arrange a free replacement or a full refund — your choice — at no cost to you, including return shipping if needed.

Exchanges

We currently process exchanges as a return followed by a new order. This is the fastest way to ensure you receive the item you want, especially when stock is limited. If you would like to exchange an item, please contact us and we will guide you through the process.

Late or Missing Refunds

If you have not received your refund after 10 business days from our confirmation email, please first check your bank account again, then contact your credit card company or bank — there is often some processing time before a refund posts. If you have done all of this and still have not received your refund, please contact us at info@the-secret-spark.net and we will follow up on our end.

Cancellations

If you need to cancel an order, please contact us as soon as possible. We can usually cancel orders that have not yet been packed for shipping. Once an order has been dispatched, it cannot be cancelled and would need to be handled as a return.