Refund and Returns Policy

Last Updated: February 2024

At Sparkle Pod, we take pride in the quality of our products and are committed to ensuring your satisfaction. If for any reason you are not completely satisfied with your purchase, we are here to help. Please review our Returns & Refunds Policy carefully to understand the terms and conditions governing returns, exchanges, and refunds.

1. Return Eligibility

We offer a 3-day return window from the date you receive your order. To be eligible for a return, the following conditions must be met:

• The item must be unused, unworn, unwashed, and in the same condition that you received` it.
• The item must be in its original packaging, including any tags, labels, or accessories that came with the product.
• Proof of purchase, such as your order confirmation or receipt, must be provided.

Please note that we reserve the right to deny returns if the item does not meet the above criteria or is returned in a damaged or altered state.

2. Non-Returnable Items

While we strive to accommodate returns, some products are non-returnable due to their customised nature or other specific conditions:

• Personalised Items: Any item that has been customised, such as mugs with names, custom messages, or designs specifically created for you, cannot be returned or refunded unless there is a defect or error in the customisation.
• Sale & Clearance Items: Products purchased during sale events or marked as clearance are not eligible for returns or refunds. These sales are considered final.
• Gift Cards: Gift cards purchased from Sparkle Pod are non-returnable and cannot be refunded or exchanged for cash.

3. Return Process

To initiate a return, follow these steps:

• Step 1: Contact our customer support team within 3 days of receiving your item. Please include your order number, a detailed explanation of why you are returning the item, and any relevant photos (if applicable).
• Step 2: Our team will review your request and provide you with a return authorization, including the return address and further instructions.
• Step 3: Carefully package the item in its original packaging and send it back to the address provided. Please include the return authorization number on the package for faster processing.

We recommend using a trackable shipping service or purchasing shipping insurance for your return, as we cannot guarantee receipt of your returned item without proof of delivery.

4. Refunds

Once we receive and inspect your returned item, we will notify you by email regarding the status of your refund. If your return is approved, the following process will apply:

• Refund Timing: Approved refunds will be processed within 3-5 business days. The refund will be automatically applied to your original payment method (e.g., credit card, debit card, or Mobile Money).
• Partial Refunds: In some cases, only partial refunds may be granted (e.g., if the item is returned in a condition that is not identical to the way it was received).
• Refund Notification: You will receive an email confirmation once your refund has been processed. Please note that the time it takes for the funds to reflect in your account may vary depending on your payment provider.

5. Exchanges

If you wish to exchange your item for a different size, color, or style, you may do so within the 30-day return window. Follow these steps:

• Step 1: Contact us with your order number and specify the item you wish to exchange, including the new size or colour.
• Step 2: Once we confirm availability, you will be instructed to return the original item following the same return process outlined above.
• Step 3: Upon receiving and inspecting your returned item, we will ship the replacement item to you at no additional cost (within Ghana). For international exchanges (once available), additional shipping fees may apply.

6. Shipping Costs for Returns

• Customer Responsibility: You are responsible for covering the shipping costs associated with returning your item, except in some cases where the product is defective or incorrect, which will be decided by us at our own discretion.
• Non-Refundable: Please note that shipping fees are non-refundable. If you receive a refund, the cost of return shipping will be deducted from the total refund amount.
• Return Label: We do not provide pre-paid return shipping labels at this time. You will need to arrange and pay for return shipping via a courier service of your choice.

7. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not as described, please contact us within 24 hours of receiving the order. Here’s what to do:

• Step 1: Email us using our contact form with your order number, a description of the issue, and any relevant photos showing the damage or defect.
• Step 2: Once your claim is verified, we will provide you with instructions on how to return the item for a full refund or replacement.
• Step 3: In cases where the fault lies with us (e.g., incorrect item shipped or defective product), we will cover the return shipping costs and provide a prepaid return label.