Return & Refund Policy
Last Updated: August 20, 2026
Cancelling Your Order
Before Shipment: you may cancel at any time before your pet supply order ships. Email talktous@sparkock.com with your order number, and once confirmed we'll issue a full refund to your original payment method.
After Shipment: once dispatched, cancellation is no longer possible — but you're welcome to return the items following the process below.
EU Customers: Your Right of Withdrawal
As an EU customer, you have the statutory right to cancel your order within 14 days without providing a reason, under EU consumer protection law. The 14-day window begins:
• from the day you (or a designated person) receives the goods; or
• for multi-item orders, from the day the last item is received.
Exceptions to the Right of Withdrawal
Custom or Personalised Pet Items: products made or personalised to your specifications.
Sealed Hygiene Products: items sealed for hygiene reasons that have been opened after delivery.
Returns
Return Conditions
Return Deadline: notify us within 14 days of delivery. Once confirmed, you have a further 14 days to send the items back.
Item Condition: pet products must be unused, unwashed, and unaltered, with all original tags attached and in original packaging where possible.
Return Process
Step 1 – Contact Us: email talktous@sparkock.com with your order number, the items you wish to return, and your reason.
Step 2 – Prepare Your Package: use original packaging where possible, keep tags attached, and pack securely to prevent transit damage.
Step 3 – Ship Your Return: send your package to our designated return address below.
Return Address
Attn: APEXRISE S.R.L. Returns Department — [Return address to be confirmed and inserted here]
Note: this address will be confirmed and inserted once provided; please do not ship returns until the final address is published on this page.
We strongly recommend using a tracked shipping service and retaining your tracking number and receipt. Please send your tracking number to talktous@sparkock.com once shipped. If the return address is outside the EU, retain any customs paperwork issued for the return shipment.
Who Pays Return Shipping?
Return shipping costs are the customer's responsibility. We refund the product cost plus the original standard shipping charge (if applicable).
Refunds
Processing Time: we inspect and process your return within 72 hours of receiving it at our warehouse.
Refund Timeline: once inspection is complete, your refund will be issued within 14 business days, depending on your bank's processing time.
Refund Method: refunds are returned to the original payment method used at checkout.
Refund Not Received?
• Check with your bank or card provider, as processing times vary between institutions.
• Use our refund confirmation email when following up with your bank to help speed things along.
• Still need help? Contact us at talktous@sparkock.com.
Damaged or Incorrect Pet Products
Contact us within 7 days of delivery at talktous@sparkock.com with your order number, clear photos of the issue, and a brief description. We aim to resolve your case within 48 hours of receiving your report, arranging either a full refund (including shipping) or a free replacement with a prepaid return label.
Exchanges
We don't offer direct exchanges. To get a different size, colour, or pet product variant: return the original item for a refund, then place a new order for the item you'd like.
Contact Us
Email: talktous@sparkock.com
Registered Company: APEXRISE S.R.L.
Registration Number: J2026039142003
Subject Format: “Return Request – Order #[YOUR ORDER NUMBER]”