Return & Refund Policy

At SPROOVIA, every product is carefully selected to create a thoughtful, design-led, and emotionally meaningful gifting experience. Because many of our products are curated, limited, decorative, gift-oriented, or prepared for shipment after an order is placed, we generally do not accept returns unless the return has been reviewed and approved by our customer service team.

Please read this policy carefully before placing an order.

1. General Return Policy

All sales are considered final unless otherwise approved by SPROOVIA.

We do not accept returns or exchanges simply because:

• you changed your mind;

• you no longer want the item;

• the recipient did not like the gift;

• the item does not match your personal expectations beyond the product description;

• you ordered the wrong item, color, size, or quantity;

• the package arrived later than expected due to carrier, customs, or local delivery delays;

• the product has been used, opened, installed, damaged, altered, or is no longer in its original condition.

Any return must be approved by SPROOVIA in advance. Items sent back to us without prior written approval will not be accepted, refunded, or returned.

2. Return Approval Required

To request a return, please contact us first at:

SPROOVIA
Email: sproovia@gmail.com

Your request must include:

• your order number;

• the email address used for the order;

• a clear explanation of the issue;

• photos or videos of the product, packaging, shipping label, and any damage or defect, if applicable.

Submitting a request does not guarantee approval. SPROOVIA reserves the right to approve or deny return requests at our discretion, to the fullest extent permitted by applicable law.

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

We may request photos, videos, packaging evidence, shipping label photos, or other information to help us review the issue.

If we determine that the item was damaged, defective, or incorrect due to our error, we may offer one of the following solutions at our discretion:

• a replacement;

• a store credit;

• a partial refund;

• a full refund;

• another reasonable resolution.

Please do not discard the product or packaging before your request has been reviewed. We may be unable to process a claim without sufficient evidence.

4. Non-Returnable Items

The following items are not eligible for return or exchange unless they arrive damaged, defective, or incorrect:

• customized, personalized, or made-to-order items;

• limited-edition items;

• final sale items;

• gift cards;

• used, opened, installed, altered, or damaged items;

• items not in their original packaging;

• items missing tags, accessories, manuals, inserts, or original components;

• hygiene-sensitive items;

• fragile decorative items damaged after delivery;

• products returned without prior approval.

5. Return Shipping

If a return is approved, we will provide return instructions.

Customers are responsible for return shipping costs unless the return is due to an item being damaged, defective, or incorrect as determined by SPROOVIA.

Original shipping fees, customs duties, import taxes, payment processing fees, handling fees, and other related charges are non-refundable unless required by applicable law.

We strongly recommend using a trackable shipping method. SPROOVIA is not responsible for lost, delayed, damaged, or untraceable return shipments.

6. Condition of Returned Items

Approved returned items must be sent back in their original condition, unused, undamaged, unwashed, unaltered, and with all original packaging, tags, accessories, manuals, inserts, and components included.

If a returned item is received in a condition that does not meet these requirements, we may refuse the return, reduce the refund amount, issue store credit only, or dispose of the item if it cannot reasonably be resold or returned.

7. Refunds

If your return or refund request is approved, we will notify you by email.

Approved refunds will generally be issued to the original payment method. Please note that it may take additional time for your bank, card issuer, or payment provider to process and post the refund.

SPROOVIA reserves the right to issue a partial refund, store credit, replacement, or other resolution depending on the condition of the item, the reason for the request, and the evidence provided.

Shipping charges, handling fees, customs duties, import taxes, and other non-product fees are generally non-refundable.

8. Order Cancellations

Please review your order carefully before placing it.

Once an order has been submitted, accepted, processed, packed, or shipped, we may not be able to cancel or change it.

Cancellation requests are not guaranteed. If a cancellation is approved before processing or shipment, we may issue a refund to the original payment method.

9. Refused, Unclaimed, or Undeliverable Packages

If a package is refused, unclaimed, returned due to an incorrect address, or unable to be delivered for reasons outside our control, SPROOVIA is not responsible for the failed delivery.

In such cases, we may, at our discretion, offer reshipment at the customer’s expense, store credit, or a refund minus any shipping costs, return fees, customs fees, handling fees, or other costs incurred.

10. Customs, Duties, and Import Fees

Customers are responsible for any customs duties, import taxes, brokerage fees, local taxes, or other charges required by the destination country or region.

SPROOVIA is not responsible for delays, additional fees, refused deliveries, or failed delivery caused by customs clearance, unpaid duties, import restrictions, or incorrect customer information.

Customs duties, import taxes, and related fees are not refundable by SPROOVIA.

11. Lost or Delayed Packages

Delivery times are estimates only and are not guaranteed.

SPROOVIA is not responsible for delays caused by shipping carriers, customs processing, weather, holidays, incorrect addresses, local delivery issues, or events outside our control.

If your package appears lost or significantly delayed, please contact us and we will help review the situation. A refund or replacement is not guaranteed and will depend on the carrier status, tracking information, and the circumstances of the order.

12. Chargebacks and Payment Disputes

If you have an issue with your order, please contact us first so we can review and assist you.

Opening a chargeback or payment dispute without contacting us may delay resolution. We reserve the right to provide order records, tracking information, policy acceptance, communication history, and other evidence to the payment provider in response to any dispute.

13. Policy Updates

We may update or modify this Return & Refund Policy from time to time. The most current version will always be posted on this page.

By placing an order on our website, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.

14. Contact Us

For return, refund, or order-related questions, please contact:

SPROOVIA
Email: sproovia@gmail.com