RETURNS & REFUNDS POLICY
Last Updated: 16 August 2026
This Refund Policy explains your rights and our procedures for cancellations, returns, refunds, faulty products and damaged orders purchased directly through the SPARXLY online store.
The SPARXLY online store is operated by SPARKLEXTOOLS LTD.
This Policy applies to consumer purchases made directly through www.sparxly.net.
Nothing in this Refund Policy excludes, restricts or otherwise affects your statutory rights under applicable United Kingdom consumer law.
1. ABOUT US
SPARKLEXTOOLS LTD
Trading as SPARXLY
Company Number: 17281780
Company Type: Private Company Limited by Shares
Registered in: England and Wales
Registered Office:
Monomark House
27 Old Gloucester Street
London
WC1N 3AX
United Kingdom
Email: info@sparklex.net
Phone: +44 7454 752531
Website: www.sparxly.net
2. 14-DAY RIGHT TO CANCEL
If you are a consumer purchasing an eligible product online, you generally have the right to change your mind and cancel your purchase without giving a reason.
For most eligible goods, you must inform us that you wish to cancel within 14 days after the day on which you, or a person nominated by you, receives the goods.
If your order contains multiple items delivered separately, the cancellation period will run from the day on which you receive the final item, where required by applicable law.
You may submit an eligible cancellation or return request through your SPARXLY customer account at:
Alternatively, you may contact us at:
Please include your:
- Full name
- Order number
- Email address used for the order
- Product(s) you wish to return
You do not need to provide a reason for exercising your statutory right to cancel.
3. RETURNING YOUR PRODUCT
After notifying us that you wish to cancel an eligible purchase, you must return the product without undue delay and, in any event, within 14 days after informing us of your decision to cancel.
You may start an eligible return request through your SPARXLY customer account at:
Alternatively, you may contact us at:
Please include your:
- Full name
- Order number
- Email address used for the order
- Product(s) you wish to return
IMPORTANT RETURN INSTRUCTIONS
Please do not send a product back until you have received the appropriate return instructions from us.
SPARXLY orders may be stored, dispatched and processed through third-party fulfilment providers, including Amazon Multi-Channel Fulfilment (MCF). For this reason, the correct return destination may vary depending on the order and the fulfilment location used.
Where a return is to be sent to an Amazon fulfilment centre, we may provide return documentation generated for that specific order, including a Return Merchandise Authorization (RMA), return mailing information and any required Return Authorization Slip.
You must follow the return instructions supplied for your specific return.
Do not send returned products:
- To our registered office unless we specifically instruct you to do so
- To an address printed on the original parcel unless we confirm that it is the correct return address
- Directly to an Amazon fulfilment centre unless we have provided or confirmed the appropriate return instructions
Our registered office at Monomark House is not necessarily the location used for processing customer returns.
Contacting us or submitting a return request through your customer account helps ensure that your return is directed to the correct fulfilment location and can be identified and processed efficiently.
Nothing in this section is intended to make your statutory rights conditional on obtaining an arbitrary return authorisation from us.
4. CONDITION OF CHANGE-OF-MIND RETURNS
You may handle and inspect a product to the extent reasonably necessary to establish its nature, characteristics and functionality, in a similar way to how you might examine a product in a physical shop.
When returning a product, please, where reasonably possible:
- Return all components and accessories supplied with the product
- Include manuals or documentation supplied with the product
- Package the product securely
- Take reasonable care to prevent damage during return transport
- Include information that allows us to identify your order
- Follow any RMA or return instructions supplied for your specific return
You are not required to leave an eligible product completely unopened merely to exercise a statutory cancellation right.
However, where permitted by law, we may reduce the amount refunded to reflect any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functionality of the product.
This does not apply in a way that limits your rights where a product is faulty or otherwise does not conform to the contract.
5. RETURN SHIPPING COSTS — CHANGE OF MIND
Where you exercise your statutory cancellation right because you have simply changed your mind, you are responsible for the direct cost of returning the product to the return destination provided to you, unless:
- We have agreed to pay the return cost; or
- Applicable law requires us to bear the cost
Unless we expressly state otherwise, SPARXLY does not provide prepaid return postage for change-of-mind returns.
Where an Amazon Multi-Channel Fulfilment return is used, any Amazon-generated return mailing information or RMA documentation does not necessarily mean that return postage has been prepaid.
We recommend using an appropriate tracked delivery service when returning a product.
Please retain your proof of postage, tracking information and any return documentation until your refund has been completed.
Return shipping costs for faulty, damaged, misdescribed or otherwise non-conforming goods are dealt with separately below.
6. REFUNDS FOR CHANGE-OF-MIND RETURNS
If you validly cancel an eligible purchase, we will refund the payments due to you in accordance with applicable UK consumer law.
For goods that must be returned, we may withhold the refund until:
- We receive the goods back; or
- You provide evidence that you have sent the goods back
whichever occurs first, where permitted by law.
Once the relevant refund period begins, we will issue the refund without undue delay and within the applicable statutory timeframe.
Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise.
We will not charge you a fee solely for processing a statutory refund.
Where a third-party fulfilment provider, including Amazon Multi-Channel Fulfilment, physically receives or processes a returned product, the refund for a purchase made directly from SPARXLY remains handled by SPARXLY.
7. ORIGINAL DELIVERY CHARGES
If you cancel an entire eligible order under your statutory cancellation rights, we will refund the applicable standard outbound delivery charge where required by law.
If you selected a delivery method that was more expensive than our least expensive standard delivery option, such as:
- Express delivery
- Priority delivery
- Premium delivery
we are not required to refund the additional amount above the cost of our standard delivery service.
If only part of an order is returned, whether any original delivery charge is refundable will depend on the circumstances of the order and applicable law.
8. PRODUCTS EXCLUDED FROM CHANGE-OF-MIND CANCELLATION
Certain goods may be exempt from the statutory right to cancel where an applicable legal exception applies.
Depending on the products we offer, examples may include:
- Goods made to your specifications
- Clearly personalised products
- Goods liable to deteriorate or expire rapidly
- Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed
- Sealed audio, video or computer software products once unsealed
- Goods that become inseparably mixed with other items after delivery
- Other goods for which applicable law provides a cancellation exception
Where a relevant exception applies to a product, we will provide appropriate information where required.
These exclusions do not remove your statutory rights if a product is faulty, damaged, unsafe, misdescribed or otherwise does not conform to the contract.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
9. YOUR RIGHTS IF A PRODUCT IS FAULTY
Your rights relating to faulty products are separate from the 14-day change-of-mind cancellation right.
Products supplied by us must comply with applicable UK consumer law.
Among other requirements, products must be:
- Of satisfactory quality
- Fit for their intended purpose
- As described
If a product does not meet the applicable legal requirements, you may be entitled to a remedy such as:
- A refund
- Repair
- Replacement
- Price reduction
- Final right to reject
depending on the circumstances and applicable law.
Nothing in this Refund Policy restricts these statutory rights.
10. 30-DAY SHORT-TERM RIGHT TO REJECT
Where the requirements of applicable UK consumer law are met, you may have a 30-day short-term right to reject qualifying faulty goods and request a refund.
The applicable period generally begins when the relevant legal conditions for the short-term right to reject have been satisfied, including delivery of the goods.
Different rules may apply to certain products, including goods with an inherently shorter lifespan.
If you believe a product is faulty, please contact us as soon as possible at:
11. FAULTS DISCOVERED AFTER 30 DAYS
Your statutory rights do not automatically end after 30 days.
Depending on the circumstances and applicable law, you may be entitled to request a:
- Repair; or
- Replacement
of faulty goods.
If the applicable repair or replacement does not resolve the issue, is impossible, or cannot be provided within the requirements of applicable law, you may have further rights, including a price reduction or final right to reject.
The remedy available will depend on the circumstances and applicable UK consumer law.
12. FAULTS WITHIN SIX MONTHS
Where applicable under UK consumer law, if a fault becomes apparent within the first six months, statutory rules concerning whether the fault is treated as having existed when the goods were supplied may apply.
We will handle such claims in accordance with the Consumer Rights Act 2015 and other applicable law.
Nothing in this Policy requires you to surrender any statutory remedy available to you.
13. DAMAGED PRODUCTS
If your product arrives damaged, please contact us as soon as reasonably possible at:
To help us investigate the issue quickly, please provide where reasonably possible:
- Your order number
- Your full name
- A description of the damage
- Photographs of the product
- Photographs of the external packaging
- Photographs of any damaged packaging or components
Please retain the product and packaging while we investigate the matter unless we advise you otherwise.
Photographs and other supporting information help us assess the problem, but requests for such information will not be used to unlawfully prevent you from exercising your statutory consumer rights.
14. INCORRECT PRODUCT RECEIVED
If we send you an incorrect product, please contact us at:
Please provide:
- Your order number
- The product you ordered
- The product you received
- Photographs where reasonably helpful
Where we have supplied the wrong product, we will arrange an appropriate remedy and bear reasonable return costs where required.
15. MISSING ITEMS
If your order arrives with an item or component missing, please contact:
as soon as reasonably possible.
Please include your order number and details of the missing item or component.
We will investigate the matter and provide an appropriate resolution.
16. RETURN COSTS FOR FAULTY OR INCORRECT GOODS
If goods are faulty, damaged, misdescribed, incorrect or otherwise fail to conform to the contract and you are entitled to exercise a statutory remedy, we will bear reasonable return costs where required by applicable UK law.
Please contact us before arranging a return where reasonably possible so that we can provide the appropriate return method, RMA or return instructions.
Where the product was fulfilled through Amazon Multi-Channel Fulfilment or another third-party fulfilment provider, we may provide fulfilment-specific return instructions to ensure the item is returned to the correct location.
17. INSPECTION OF RETURNED PRODUCTS
We may reasonably inspect a returned product to:
- Confirm its identity
- Understand the reported fault
- Determine the nature of any damage
- Verify whether components are present
- Help determine the appropriate remedy
A returned product may also be inspected by a third-party fulfilment provider that receives or processes the return on our behalf.
An inspection will not be used to unlawfully delay or deny a refund or other statutory remedy.
18. REFUND METHOD
Approved refunds will normally be issued to the original payment method used to place the order, unless another method is expressly agreed with you.
Depending on your payment provider, it may take additional time after we issue a refund for the amount to appear in your bank account, card account or payment account.
Any payment-provider processing time is separate from the date on which we issue the refund.
19. REFUND PROCESSING TIME
We process refunds without undue delay and within the time limits required by applicable UK law.
For a statutory change-of-mind cancellation involving returned goods, we may withhold reimbursement until we have:
- Received the goods back; or
- Received evidence that you have sent the goods back
whichever occurs first, where permitted by law.
Where a third-party fulfilment provider physically receives the returned item, additional operational processing may be required before the return is reflected in our fulfilment records.
This does not extend any statutory refund deadline that applies to us.
Once we issue the refund, your bank or payment provider may require additional time to display the funds.
20. SALE AND DISCOUNTED ITEMS
Products purchased during:
- Sales
- Promotional events
- Discount campaigns
- Using a discount code
retain the statutory consumer rights that apply to them.
A reduction in price does not, by itself, remove your rights relating to:
- Distance-selling cancellation
- Faulty goods
- Misdescribed goods
- Goods that otherwise fail to conform to the contract
If a specific defect was clearly disclosed to you before purchase and the discount related to that disclosed defect, different rules may apply to a complaint based solely on that particular defect.
We do not currently apply a general final-sale rule that removes statutory return rights solely because a product was discounted.
21. EXCHANGES
We do not guarantee direct exchanges for products returned solely because you have changed your mind.
Where appropriate, the simplest process may be to:
- Return the eligible product in accordance with this Policy; and
- Place a new order for the required product.
Where a product is faulty or non-conforming, your statutory rights regarding repair, replacement or other remedies remain unaffected.
Please contact us at info@sparklex.net if you need assistance.
22. ORDER CANCELLATION BEFORE FULFILMENT
Where available, you may submit a cancellation request for an eligible unfulfilled item through your SPARXLY customer account at:
You may also contact us as soon as possible at:
Our fulfilment partners may begin processing orders shortly after an order is placed.
Submitting a cancellation request does not guarantee that the order can still be stopped before dispatch.
For orders fulfilled using Amazon Multi-Channel Fulfilment (MCF), our ability to stop fulfilment may depend on how far the order has progressed within the fulfilment process.
If the order can still be cancelled with the fulfilment provider, we will make reasonable efforts to stop the shipment and process the appropriate refund.
If fulfilment or dispatch has already progressed to a stage where the order can no longer be stopped, we may be unable to complete the operational cancellation request.
In that situation, you may still have applicable statutory cancellation rights for an online purchase and may return eligible goods after delivery in accordance with this Refund Policy.
Nothing in this section limits any statutory cancellation or refund rights available to you under applicable UK consumer law.
23. REFUSED OR UNCOLLECTED DELIVERIES
Refusing delivery or failing to collect a parcel does not necessarily provide us with all the information needed to process a cancellation.
If you wish to cancel your purchase, please notify us clearly through your customer account at:
or contact:
If a parcel is returned because of an incorrect or incomplete address supplied by the customer, reasonable additional delivery costs may apply where lawful and appropriate.
This does not affect your statutory rights where the failure is attributable to us or to a delivery or fulfilment service for which we remain legally responsible.
24. LOST RETURNS
For change-of-mind returns where you arrange and purchase the return shipping yourself, we strongly recommend using a tracked shipping service and retaining proof of postage until the return and refund have been fully completed.
If we provide, purchase or specifically arrange the return shipping service, responsibility for the return shipment will be determined in accordance with the return arrangements provided to you and applicable law.
Where an Amazon Multi-Channel Fulfilment return is used, you must follow the RMA, mailing and packaging instructions supplied for that specific return.
Please retain any tracking information, postage receipt and return documentation until we confirm that the return has been processed.
Nothing in this section transfers to you any risk or responsibility that must legally remain with SPARXLY.
25. THIRD-PARTY MARKETPLACE PURCHASES
This Refund Policy applies to purchases made directly through www.sparxly.net.
SPARXLY products may also be offered through third-party marketplaces, including platforms such as Amazon.
If you purchased a SPARXLY product from a third-party marketplace, the marketplace's applicable return and refund procedures may apply to your transaction.
Please initiate the return through the marketplace through which the purchase was made where appropriate.
Important Distinction
An order purchased directly from www.sparxly.net may still be physically fulfilled using a third-party fulfilment provider such as Amazon Multi-Channel Fulfilment.
Such an order remains a direct SPARXLY purchase and is governed by this Refund Policy.
It is not treated as an Amazon marketplace purchase merely because Amazon provided warehousing, fulfilment or delivery services.
Nothing in this section removes any statutory rights that you may have against the relevant trader under applicable law.
26. PROOF OF PURCHASE
We may request reasonable proof that a product was purchased from us when processing a return, refund or faulty-product claim.
This may include:
- Your SPARXLY order number
- Order confirmation email
- Payment record
- Other reasonable evidence of purchase
Please do not send us complete bank card numbers or unnecessary financial information.
27. ABUSE AND FRAUD
We reserve the right to investigate return or refund requests where we reasonably suspect:
- Fraud
- Deliberate misuse
- False claims
- Return of a different product
- Manipulation of the return process
Any action we take will be reasonable and proportionate.
This provision will not be used to prevent genuine customers from exercising their statutory consumer rights.
28. WARRANTIES AND STATUTORY RIGHTS
Any commercial warranty or manufacturer's warranty supplied with a product is in addition to, and does not replace, your statutory consumer rights.
The expiry of a commercial warranty does not automatically mean that all statutory rights relating to a product have ended.
29. RELATIONSHIP WITH OUR OTHER POLICIES
This Refund Policy should be read together with our:
- Distance Selling Terms
- Terms of Service / User Agreement
- Shipping Policy
- Privacy Policy & Cookie Policy
- Legal Notice
If there is any inconsistency, nothing in our policies will be interpreted in a way that unlawfully excludes or restricts your statutory consumer rights.
30. CONTACT US
To request a cancellation, return or refund, or to report a faulty, damaged, incorrect or missing product, you may use your SPARXLY customer account or contact us directly.
Customer Account:
https://account.sparxly.net
SPARKLEXTOOLS LTD
Trading as SPARXLY
Company Number: 17281780
Company Type: Private Company Limited by Shares
Registered in: England and Wales
Registered Office:
Monomark House
27 Old Gloucester Street
London
WC1N 3AX
United Kingdom
Email: info@sparklex.net
Phone: +44 7454 752531
Website: www.sparxly.net
IMPORTANT RETURN ADDRESS NOTICE
Please do not send returns to our registered office unless specifically instructed to do so.
Products purchased from SPARXLY may be fulfilled through third-party fulfilment providers, including Amazon Multi-Channel Fulfilment.
The appropriate return destination may therefore be different from our registered office and may vary depending on the order.
Where applicable, we will provide the appropriate return destination together with any required:
- Return Merchandise Authorization (RMA)
- Mailing information
- Return Authorization Slip
- Other return instructions
Do not send a return directly to an Amazon fulfilment centre unless we have specifically provided or confirmed the return instructions for that return.
To avoid delays, please submit your return request through your SPARXLY customer account at:
or contact:
before sending the product.
© 2026 SPARKLEXTOOLS LTD. All rights reserved.