Refund policy

Our customers' experience is important to us, so we want to ensure a clear, fair and easy return process.

We have a 14-day return policy from the date of purchase for all products, with the exception of personal care goods and Gift Cards (see Exceptions / non-returnable items).  The 14-day return policy is based on the conditions outlined below. 

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original sealed packaging. If accepted, your refund/exchange/store credit will not include recovery of the shipping cost, as these fees are non-refundable.

Exceptions / non-returnable items
Certain types of items cannot be returned, like personal care goods (such as beauty products like oils, serums, creams etc.).

Please contact our Customer Care team at support@sparklerealm.com if you have questions or concerns about your specific item. 

Returning products

To start a return, you can contact our Customer Care team at  support@sparklerealm.com. Please include the reason for requesting the return, pictures of the products you wish to return and your order confirmation number, so that we can locate your order and process your request promptly. If your return is accepted, we will provide you with instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.

We recommend that you package your products appropriately in a parcel box and select a reliable, trackable and insured delivery service, as we cannot take responsibility for lost or damaged items during transit. You will be responsible for paying the shipping costs when returning your item. We need to receive your package, for you to be entitled to a refund.

You can always contact us for any return question at support@sparklerealm.com.

Damages and issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue. Ensure to follow instructions under the 'Returning products' heading. Retain the freight box and the item until we respond to your email with next steps. In the event that a return is warranted, we will be responsible for the shipping costs and a replacement, exchange, store credit or refund will be provided per your request.

Change of mind 
In the event that you change your mind and no longer want the product, we will offer you an exchange or store credit equal to the purchase value (excluding shipping cost), minus a 15% restocking cost.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.