Refund Policy

Spraygroundo Refund Policy

At Spraygroundo, we want you to feel confident in every purchase of our luggage and bags. This Refund Policy outlines the terms, conditions, and step-by-step process for requesting a refund, ensuring transparency and a straightforward experience—whether you’re returning a carry-on suitcase or a daily crossbody bag.

1. Eligibility for Refunds

To qualify for a refund, your request must meet criteria tailored to our luggage and bag offerings, ensuring fairness for both you and our brand:
  • Timeframe: You must initiate the refund request within 30 calendar days from the date of delivery (confirmed by your shipping tracking information). This window gives you ample time to inspect your luggage (e.g., check wheel functionality) or test your bag (e.g., verify size for daily use).
  • Product Condition:
    • Luggage: Must be unused, with no scratches, dents, or wear on shells, wheels, telescopic handles, or hardware. Original dust bags, attached tags, and accessories (e.g., luggage locks, internal dividers) must be included and unaltered.
    • Bags: Must be unused, with intact straps, zippers, and stitching. Original packaging (e.g., dust covers, brand labels) must remain attached—no signs of wear (e.g., stretched strap loops, scuffed zippers) from use are allowed.
  • Proof of Purchase: You must provide valid proof of purchase, such as your 8-digit order number, order confirmation email, or receipt.
  • Non-Refundable Items: The following are not eligible for refunds unless they arrive with a manufacturing defect (see Section 4):
    • Customized products (e.g., monogrammed luggage, personalized bags with embroidered initials).
    • Final-sale items (clearly marked “Final Sale” on the product page, often discounted for limited stock or seasonal clearance).
    • Products damaged due to improper use (e.g., overpacking luggage beyond weight limits, machine-washing a hand-wash-only canvas bag) or accidental damage (e.g., stains from spills, torn straps from overloading).

2. How to Request a Refund

Follow these simple steps to initiate a refund for your luggage or bag—we’ve streamlined the process to minimize hassle:
  1. Contact Our Customer Service Team: Send an email to [email protected] with the subject line “Refund Request .” Include:
    • Your full name and the email address used to place the order.
    • Your 8-digit order number (found in your order confirmation email or shipping notice).
    • Product details: Name, SKU (if available), and issue (e.g., “Hard-Shell Carry-On - SKU: SGL-003 - size too small for airline requirements,” “Crossbody Bag - SKU: SGB-121 - zipper gets stuck”).
    • Clear photos/videos: For luggage, show the entire item (including wheels, handles, and tags); for bags, highlight the issue (e.g., stuck zipper, incorrect color) and intact packaging. This helps us verify condition quickly.
  1. Await Approval: Our team reviews refund requests within 2 business days. You’ll receive an email with one of two outcomes:
    • Approval: A pre-paid return shipping label (valid for 7 days) and packing instructions (e.g., use original box for luggage to prevent transit damage; wrap bag in bubble wrap to avoid scuffs).
    • Denial: A detailed reason (e.g., “product shows signs of wear,” “request outside 30-day window”) and next steps (if applicable, such as warranty support for defects).
  1. Ship the Product Back:
    • Pack the item securely: For luggage, use the original box or a sturdy carton with padding; for bags, fold neatly and place in the original dust cover.
    • Attach the pre-paid label to the package—remove old shipping labels first to avoid confusion.
    • Drop off the package at the designated carrier (e.g., FedEx, USPS) within 7 days of approval. Keep the return tracking number for reference—you can use it to monitor delivery to our warehouse.
  1. Post-Inspection & Refund Processing: We inspect returned items within 3-5 business days of delivery to our warehouse. If the product meets eligibility criteria:
    • We’ll send a “Refund Confirmed” email to notify you.
    • The refund will be issued to your original payment method (e.g., credit card, PayPal).

3. Refund Timelines & Details

  • Processing Time: After inspection approval, refunds are initiated within 1 business day. The time to appear in your account depends on your payment provider:
    • Credit/debit cards: 3-7 business days (varies by bank).
    • PayPal: 1-3 business days.
    • Buy Now, Pay Later (BNPL) services (e.g., Klarna): 5-10 business days (follow your provider’s timeline).
  • Refund Amount: You’ll receive the full purchase price (in the currency of your order). We never charge restocking fees—even for large luggage items.
  • Non-Refundable Costs: Original shipping costs are non-refundable unless:
    • The refund is due to our error (e.g., wrong product shipped, luggage arrives with a cracked shell, bag color differs from the website).
    • The product is misrepresented (e.g., “waterproof travel bag” leaks when tested, “expandable suitcase” doesn’t expand).

4. Refunds for Defective Products

We stand behind the quality of our luggage and bags. If you receive a product with a manufacturing defect (not from use), we offer flexible solutions to make it right:
  • Full Refund: For defects discovered within the 30-day return window (e.g., broken luggage wheel out of the box, loose bag strap stitching).
  • Free Replacement: If you prefer a new item (e.g., same luggage model in a different color—subject to stock availability).
  • Warranty Coverage: For defects discovered after the 30-day window (see our Warranty Policy for details: luggage = 2-year warranty, bags = 1-year warranty).
To claim a defective product refund:
  • Follow Step 1 in Section 2, but explicitly note “manufacturing defect” in your email.
  • Include close-up photos/videos of the defect (e.g., “luggage wheel axle is broken,” “bag lining is torn at the seam”).
  • We may request additional details (e.g., how the defect occurred) but prioritize fast resolution—no need to return the item unless we ask (we often resolve defect claims with photos alone).

5. Special Notes for International Orders

  • Return Shipping: Pre-paid labels are not available for international orders. You’ll need to cover return shipping costs—we recommend using a tracked, insured service (e.g., DHL Express) to avoid lost packages. Save your shipping receipt for reference.
  • Customs & Duties: Any customs fees, taxes, or duties paid at delivery are non-refundable—contact your local customs office for information on reclaiming these fees.
  • Extended Timelines: International returns may take 2-4 weeks to reach our warehouse. We’ll notify you via email once the package is received, and inspection will proceed as usual.

6. Canceled Orders & Pre-Order Refunds

  • Cancel Before Shipment: If you cancel an order within 12 hours of placement (before processing), we’ll issue a full refund (including any applicable shipping costs) within 1-2 business days. No questions asked.
  • Cancel After Shipment: If the order has already shipped, follow the regular refund process (Section 2) once you receive the item—you’ll still be eligible for a full refund if the product meets eligibility criteria.
  • Pre-Orders: You can cancel pre-orders for a full refund at any time before the product ships. If you cancel after shipping, use the standard return process (Section 2). We’ll notify you via email when pre-ordered items are ready to ship, giving you a final chance to cancel.

7. Contact Us for Refund Inquiries

If you have questions (e.g., “Where’s my refund?,” “How long will return inspection take?”), email [email protected] with your order number and return tracking number (if applicable). We respond within 24-48 business hours and will resolve issues promptly—whether you’re waiting for a luggage refund or following up on a bag return.
Thank you for choosing Spraygroundo. We value your trust, and we’re committed to making every refund experience fair, transparent, and stress-free.