At Sproutflick, we want you to be completely satisfied with your purchase. If you are not satisfied for any reason, we offer a straightforward returns and refunds process to ensure a hassle-free experience. Please review the following policy to understand how returns and refunds work.
1. Returns Policy
We accept returns for most items within 30 days of the purchase date. To ensure that your return is processed smoothly, please adhere to the following guidelines:
- Eligibility for Returns:
- Items must be returned in new, unused condition with all original tags and packaging intact.
- Items must be returned within 30 days of the original purchase date.
- For hygiene reasons, some products (such as undergarments, swimwear, and certain accessories) are non-returnable. Please check the product details for specific exclusions.
- How to Return an Item:
- Contact our customer service team at contact@sproutflick.com or call us at +86 150 0083 8349 to initiate the return process.
- Provide your order number, the item(s) you wish to return, and the reason for the return. If possible, please include a photo of the item if it is damaged or faulty.
- Once your return request is approved, we will provide instructions on how to send the item back.
- Return Shipping Costs: Return shipping fees are the responsibility of the customer unless the item is defective, damaged, or incorrect.
- Return Address:
Please send your return to the following address:
452 Dongjiadu Road, Dongjiadu, Huangpu District, Shanghai, China
2. Refund Policy
Once we receive and inspect your returned items, we will process your refund. Here are the key details regarding our refund policy:
- Refund Method:
Refunds will be issued in the form of Gold Coins and credited back to your account. The Gold Coins will be equivalent to the purchase price of the returned item(s), excluding any shipping fees. If you paid using another method, we will convert the refund into Gold Coins. - Refund Processing Time:
Once your return is received and approved, please allow 5–7 business days for your refund to be processed and credited back to your Gold Coins account. - Partial Refunds:
In some cases, we may issue a partial refund depending on the condition of the returned items. For example, if items show signs of use or are missing original tags, the refund amount may be adjusted.
3. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or not as described, we apologize for the inconvenience. Please follow these steps:
- Report the Issue:
Contact our customer service team within 7 days of receiving the item. Provide your order number, photos of the damaged or incorrect item(s), and a brief description of the issue. - Return and Refund:
We will either send you a replacement or process a full refund for the item, including shipping costs. In some cases, we may ask you to return the damaged or incorrect item at our expense. We will provide a prepaid return label for your convenience.
4. Exchange Policy
Currently, we do not offer direct exchanges. However, you can return an item for a refund and place a new order for a different product or size. Please follow the return instructions above, and we’ll assist you with the refund process.
5. Non-Returnable Items
Certain items cannot be returned due to hygiene or other safety reasons, including but not limited to:
- Underwear, swimwear, and hosiery
- Final sale items or clearance products (if specified)
- Custom-made or personalized products
- Gift cards or vouchers
Please review the product page carefully to determine if an item is non-returnable.
6. How to Contact Us
If you have any questions or need assistance with your return or refund, our customer support team is here to help. Please contact us at:
- Email: contact@sproutflick.com
- Phone: +86 150 0083 8349
We will be happy to assist you and ensure your return and refund process goes smoothly.