Returns and refunds policy

Sparkid books are created especially for each customer using personalised details such as:

• the child’s first name;

• their photo;

• their age;

• their gender;

• an optional dedication;

• the chosen finish.

For this reason, personalised books generally cannot be returned or refunded once the order has been confirmed, except in the event of a defect, an error on our part or a verified production issue.

If your order has not yet been sent to production, we can try to cancel or amend it.

Contact us as soon as possible using our contact form.

Once the book has been sent to print, cancellation or amendments may no longer be possible, as the product is made especially for you.

Under European legislation, the right of withdrawal within 14 days does not apply to products made to the customer’s specifications or clearly personalised.

As Sparkid books are personalised with the child’s photo, first name and details, they cannot be returned simply because you have changed your mind once the order has been confirmed.

If Sparkid offers non-personalised products in the future, these may be subject to the statutory right of withdrawal, provided they are returned unused, complete and in their original condition.

Please check your order as soon as you receive it.

If your book arrives:

• damaged;

• poorly printed;

• incorrect;

• not matching your order;

• damaged in transit;

please contact us, ideally within 7 days of receipt.

Please provide:

• your order number;

• the email address used for the purchase;

• a description of the issue;

• clear photos of the book and/or parcel.

After reviewing the issue, we may offer an appropriate solution:

• a reprint;

• resending the book;

• a partial refund;

• a full refund;

• another commercial resolution.

The customer is responsible for the information provided when placing an order.

Sparkid cannot be held liable for errors in the information provided by the customer, for example:

• a mistake in the first name;

• the wrong photo submitted;

• a photo of insufficient quality;

• an error in the dedication;

• an incorrect delivery address;

• the wrong choice of finish.

If you notice an error after placing your order, contact us immediately. If the order is not yet in production, we will do our best to correct the information.

When available, the personalised preview shows the overall visual style and how the child’s face is incorporated across several pages.

The preview is not necessarily a complete preview of the final book.

There may be slight differences between the digital preview and the printed book, particularly due to the printing process, paper, colours displayed on screen or chosen finish.

If your parcel appears to be lost or unusually held up, contact us using our contact form.

We will check the situation using the available information and propose an appropriate solution based on the delivery method chosen, the parcel’s status and the carrier involved.

The delivery times stated on the website are estimates. Sparkid cannot be held liable for delays caused by the carrier, an incorrect address or an event beyond our control.

If a refund is approved, it will be issued using the original payment method.

Refunds are generally processed within 5 to 10 working days of confirmation.

Bank processing times may vary depending on your bank.

If more than 15 working days have passed since your refund was confirmed, contact us using our contact form.

In most cases, clear photos of a damaged or defective book are sufficient to assess the situation.

If a physical return is necessary, we will send you instructions by email.

Returns sent without prior approval may be refused.

The following cannot be returned, except in the event of a defect or an error on our part:

• personalised books;

• custom-made products;

• products already sent to print;

• gift cards;

• products damaged by the customer;

• products with errors resulting from information provided by the customer.

For any enquiry about an order, a delivery issue, a reprint or a refund:

LORIA HEALTH SRL — Sparkid
Rue Grandes Ruelles 11
4520 Wanze
Belgium

Contact form