Spraygroundmalls Refund Policy

1. Applicable Scenarios for Refunds

1.1 No-Reason Refund Within 30 Days

1.2 Refund Due to Product Quality Issues

1.3 Refund Due to Out-of-Stock or Order Cancellation

1.4 Refund Due to Delayed Shipment Beyond the Stipulated Time

2. Refund Application Process

1. Initiate the request: Contact our official customer service via email ([email protected]) within the applicable refund period. Please include the following information in your email: order number, product name and model, date of receipt, detailed description of the reason for the refund, and relevant supporting materials (such as photos/videos of the product, proof of delivery, etc.).
2. Review and approval: Our customer service team will reply to your email within 24 working hours (working hours: Monday to Friday, 9:00 AM - 6:00 PM, excluding weekends and public holidays) to confirm the receipt of your request. We will complete the review of your refund eligibility and supporting materials within 48 working hours. If the request is approved, we will send you a refund confirmation email and provide detailed instructions for returning the goods (if required).
3. Return the goods (if applicable): For refunds that require returning the goods (such as no-reason refunds, quality defect refunds), please send the product back to the designated address (provided in the refund confirmation email) within 7 calendar days after receiving the approval. Please ensure the goods are properly packaged to avoid damage during transportation, and attach the order number and your contact information inside the package. You are advised to choose a logistics method with tracking function and keep the tracking number.
4. Inspection of returned goods: After we receive the returned goods, we will inspect the product's condition, packaging, and accessories within 3 working hours. If the product meets the refund conditions, we will confirm the refund amount and initiate the refund process.
5. Refund disbursement: We will complete the refund processing within 7 working hours after confirming that the returned goods are eligible. The refund will be credited back to your original payment account (such as credit card, PayPal, etc.). The time it takes for the refund to arrive in your account depends on the processing cycle of the payment platform, usually 3-15 working days. We will notify you via email after the refund is successfully disbursed.

3. Refund Amount and Shipping Cost Bearing

• Full refund: In cases of quality defects, wrong delivery, out-of-stock, delayed shipment beyond the stipulated time, or order cancellation before shipment, we will provide a full refund of the product purchase price, and the original shipping cost paid by you (if any) will also be refunded. For quality-related refunds, the return shipping cost shall be borne by Spraygroundmalls. You can send the logistics invoice to our customer service email, and we will reimburse the shipping cost together with the product refund.
• Refund of product purchase price only: For no-reason refunds, we will refund the full product purchase price, but the original shipping cost and the return shipping cost shall be borne by you. The refund amount will be deducted by the corresponding shipping cost if it has been prepaid by us.
• Partial refund: If the product is damaged or missing accessories due to your improper use, but still meets the partial refund conditions after negotiation, we will determine the partial refund amount based on the degree of damage and the value of the missing accessories.

4. Non-Refundable Scenarios

• Requests for no-reason refunds submitted after the 30-day period from the date of receiving the goods.
• Products with obvious signs of use that affect secondary sales, such as scratches, stains, deformation, damage to packaging or tags, or missing accessories (non-quality reasons).
• Customized products or personalized engraved products (unless there are quality defects unrelated to the customized requirements).
• Damage to the product caused by improper use, accidental drop, collision, or modification by you or a third party.
• Orders where the refund request is based on subjective reasons such as "dislike the style" but the product is in line with the description on the website, and the request is submitted beyond the no-reason refund period.
• Refund requests without valid order information, supporting materials, or failure to return the goods within the stipulated time after the refund is approved.

5. Special Notes

• Please ensure that the information provided when applying for a refund is true and accurate. If false information is provided to obtain an improper refund, we have the right to reject the refund request and pursue relevant responsibilities.
• During the refund process, if you have any questions about the progress, you can contact our customer service via email at any time, and we will provide you with real-time progress updates.
• If the product is purchased during a promotion (such as discount, coupon, or gift with purchase), the refund amount will be calculated based on the actual amount paid by you. If the gift has been used or damaged, the value of the gift will be deducted from the refund amount.
• This Refund Policy is supplementary to our Customer Service Policy and Privacy Policy. In case of any inconsistency, this Refund Policy shall prevail for refund-related matters.

6. Contact Information