Refund Policy for Spraygrounder

At Spraygrounder, we want you to be completely satisfied with your backpack or suitcase purchase. This Refund Policy outlines the terms and conditions for requesting a refund, including eligibility criteria, application procedures, and timelines. By placing an order with us, you agree to comply with the terms set forth below.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following conditions:

  • Timeframe: The request must be submitted within 30 calendar days from the date of delivery of your backpack or suitcase. Returns received after this period will not be eligible for a refund.
  • Product Condition: The backpack or suitcase must be in its original, unused condition with all tags, packaging, and accessories intact. Products that show signs of wear, damage, use, or modification (e.g., scratched suitcase shells, torn backpack straps, removed tags) will not be accepted for a refund.
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email, receipt, or order number.
  • Valid Reasons: Refunds are approved for the following reasons:
  • Defective or damaged products (e.g., broken zippers, faulty wheels on suitcases, stitching defects on backpacks) received upon delivery.
  • Incorrect product (e.g., wrong model, color, or size) shipped to you.
  • Non-functional features (e.g., malfunctioning USB ports in backpacks, lock issues on suitcases) that are not caused by misuse.

Note: Customized or personalized backpacks/suitcases are non-refundable unless they are defective or incorrectly made.

2. How to Request a Refund

To initiate a refund, follow these steps:

  1. Contact Customer Service: Send an email to [email protected]. Include the following information:
  • Your full name, contact details, and order number.
  • A clear description of the reason for the refund (e.g., defective suitcase wheel, incorrect backpack size).
  • Photos or videos illustrating the issue (required for defective or damaged products to expedite processing).
  1. Receive Return Authorization: Our customer service team will review your request within 1-2 business days. If approved, you will receive a Return Authorization (RA) number and detailed instructions for returning the product (including the return shipping address).
  2. Return the Product: Package the backpack or suitcase securely (preferably in the original packaging) and clearly mark the RA number on the outer package. You are responsible for the return shipping costs unless the refund is due to our error (e.g., incorrect product, manufacturing defect). We recommend using a trackable shipping service to ensure the item is delivered safely.

3. Refund Processing

  • Once we receive and inspect the returned backpack or suitcase (typically within 3-5 business days of delivery to our warehouse), we will confirm if it meets the refund eligibility criteria.
  • If approved, we will process the refund to your original payment method within 5-7 business days. The time it takes for the refund to reflect in your account depends on your payment provider (e.g., credit card companies may take 3-10 business days to process the credit).
  • Refunds will cover the full purchase price of the product. Shipping costs paid at the time of order are non-refundable unless the return is due to our error (e.g., defective product, wrong item shipped).

4. Exceptions to Refund Eligibility

The following scenarios are not eligible for a refund:

  • Products returned after the 30-day window from delivery.
  • Items that have been used, worn, damaged, or modified by the customer.
  • Products returned without a valid RA number or proof of purchase.
  • Returns due to customer error (e.g., ordering the wrong size/color without verifying the product details, changing mind after purchase).
  • Customized or personalized items (unless defective or incorrectly made).
  • Normal wear and tear from regular use of the backpack or suitcase.

5. Damaged or Lost Returns

  • Spraygrounder is not responsible for lost, stolen, or damaged items during return shipping. We recommend purchasing shipping insurance for high-value items and retaining the tracking number for your records.
  • If the returned item is damaged during transit, we reserve the right to deny the refund. In such cases, we will provide photos of the damaged item and notify you of the decision.

6. Cancellations vs. Refunds

  • If you wish to cancel an order before it has been shipped, please contact customer service immediately at [email protected]. We will process a full refund (including shipping costs, if applicable) within 5-7 business days if the order has not yet been dispatched.
  • If the order has already been shipped, you will need to follow the refund process outlined above once you receive the product.

7. Contact Us

If you have any questions, concerns, or need assistance with a refund request, please contact our customer service team at [email protected]. We will work to resolve your inquiry promptly and fairly.

Thank you for choosing Spraygrounder for your backpack and suitcase needs. We value your trust and are committed to ensuring a transparent and hassle-free refund process.