Refund policy
1. Our 30-day return policy
You may request a return within 30 calendar days after delivery. We accept eligible returns for both non-defective products, including a change of mind, and products that arrive defective, damaged, or incorrect.
To qualify for a change-of-mind return, an item must be unused and undamaged, with its original packaging and all included accessories and instructions. Opening the packaging solely to inspect an item does not by itself prevent a return if the item remains unused and complete.
An item that has been used beyond inspection or damaged after delivery does not qualify for a change-of-mind return. This condition does not prevent a claim about a defect discovered during normal use, a warranty claim, or a remedy required by law. Original packaging is not required for a valid defect claim, but please pack the item safely.
2. How to request and send a return
- Email support@sprzair.shop within 30 calendar days after delivery. Include your order number, the item you want to return, and whether the request concerns a change of mind, damage, a defect, or an incorrect item.
- For a damage, defect, or incorrect-item claim, describe the problem and include photographs or a short video if available. We may request reasonable information to understand the issue. A change-of-mind return does not require evidence of a defect.
- We aim to respond within 2 business days. For an eligible return, we will provide a return reference and the full return address and shipping instructions by email.
- Send the item within 14 calendar days after we provide the return instructions. Pack it securely and keep the tracking number and proof of dispatch. Contact us if you need help meeting this deadline.
Eligibility is assessed under the conditions published in this policy. If you contacted us within the 30-day period, a delay in our reply will not make your request late. The additional return-posting period starts when we send the instructions.
3. Return destination
Return destination country: United States.
Returns are received at our designated return facility in the United States. Please contact us before sending a parcel. We will email the complete return mailing address, your return reference, and the shipping instructions. You may also contact us before purchasing to ask about the return destination and shipping arrangements.
All return requests for purchases made on sprzair.shop are handled by SprzAir, including orders dispatched from Amazon fulfillment centers. Please follow the return instructions provided by our support team.
Our Hong Kong registered business address is for business identification and correspondence; it is not the address for sending products back. Do not use an address printed on the original shipping label unless we confirm it in the return instructions.
4. Return shipping costs and fees
| Reason for return | Return shipping | Restocking fee |
|---|---|---|
| Change of mind, ordering the wrong item, or another non-defect reason | Paid by the customer. The carrier's price depends on the parcel and the disclosed return destination. | $0 |
| Confirmed defect, shipping damage, or an incorrect item supplied by us | Paid by SprzAir. We provide a prepaid label or agree in writing to reimburse reasonable return shipping costs before you dispatch the parcel. | $0 |
Our payment of return shipping for a confirmed issue caused by us is not capped at the original delivery charge. It also applies when your original order qualified for free shipping.
Please do not incur return shipping charges for a defect claim before we provide instructions. If the proposed arrangement is difficult for you, contact us so that we can arrange an appropriate solution.
5. Refund amounts
For an eligible change-of-mind return, we refund the amount actually paid for the returned product, after discounts, and the applicable tax attributable to that product. Original standard or expedited delivery charges are not refunded for a change of mind, except where required by law. Your return postage is also not refunded.
If the order originally received free standard shipping, we do not retrospectively deduct an outbound shipping charge from the refund. We do not charge restocking fees or unspecified administration fees.
For an approved return due to a defect, shipping damage, or an incorrect item supplied by us, we refund the affected product and its applicable tax. If the whole order is returned for one of these reasons, we also refund the original delivery charge. For a partial return, we refund any separately charged delivery amount attributable to the affected item. Authorized return shipping is paid by us as described above.
Refunds are issued to the original payment method. We will not replace a refund you are entitled to with store credit unless you choose that option.
6. Inspection, refund processing, and bank posting
We will inspect the returned item and, if it meets this policy, initiate the refund within 7 business days after the return is received at the address in our instructions. Inspection is included in this seven-business-day period, rather than added on afterward. We will email you when the refund has been initiated.
If we believe an item does not meet the return conditions, we will explain the reason within the same period and give you an opportunity to respond. We will not make an undisclosed fee deduction.
Once we initiate a refund, the time needed for the credit to appear depends on your bank or payment provider. This bank posting time is separate from our refund-processing period. If the credit is not visible 10 business days after our refund confirmation, contact us and your payment provider so that it can be traced.
If we confirm that no physical return is required, we will initiate the agreed refund within 7 business days after that confirmation. Shorter deadlines required by applicable law take priority.
7. Damaged, defective, incorrect, or missing items
Please contact us promptly if your order arrives damaged, defective, incomplete, or different from what you ordered. Keep the packaging and take photographs if reasonably possible. We will review the issue and arrange an appropriate refund or, if you agree, a replacement.
A request to report shipping damage promptly is intended to help resolve the issue. It does not create a separate 48-hour deadline that removes your rights under this policy, the warranty, or applicable law.
For missing or undelivered parcels, contact us so that we can work with the carrier. We remain your point of contact; you do not have to obtain reimbursement from the carrier before requesting a remedy from us.
8. Cancellations and exchanges
Email us as soon as possible to request cancellation. If the order has not been dispatched, we will cancel it and initiate a full refund within 7 business days of confirming cancellation. After dispatch, please follow the return procedure rather than refusing delivery without instructions. Bank posting time is additional.
We do not offer direct exchanges for a change of mind. You may return an eligible item for a refund and place a new order. For a defective, damaged, or incorrect item, we may arrange a replacement with your agreement; this does not replace a refund right you have under this policy or applicable law.
9. One-year limited warranty
Warrantor: EYX TECHNOLOGY CO. LIMITED, trading as SprzAir, at Room A11, Flat 2C, 2/F, Hung To Centre, 94–96 How Ming Street, Kwun Tong, Kowloon, Hong Kong.
Products purchased from sprzair.shop are covered by a one-year limited warranty from the date of delivery against defects in materials or workmanship under normal use. This warranty is separate from the 30-day return policy.
To request service, contact support@sprzair.shop or +86 18503025706 with your order number or other reasonable proof of purchase, the product details, and a description of the problem. We may ask for photographs, a video, or reasonable troubleshooting information.
For a covered defect, we will arrange repair or replacement at no charge, including authorized return and replacement shipping. If neither can be provided within a reasonable time, we will refund the price paid for the affected product. We will explain the proposed resolution and expected timing before asking you to send the product back.
The warranty does not cover ordinary wear or damage caused by misuse, accidents, improper installation, operation contrary to the product instructions, or modifications or repairs that cause the claimed damage. Using a third-party repair service does not, by itself, cancel coverage for an unrelated defect.
You do not need the original packaging to make a valid warranty claim. Contact us before shipment so that we can provide safe return instructions. This warranty provides additional rights; rights available under applicable state or other consumer law remain unaffected.
10. Contact and business days
Email: support@sprzair.shop
Phone: +86 18503025706
Customer service hours — Pacific Time (PT): Monday–Friday, 9:00 AM–6:00 PM; Saturday, 10:00 AM–4:00 PM; Sunday, closed. Pacific Time is PST (UTC−8) in winter and PDT (UTC−7) during daylight saving time.
You may email us at any time. We aim to respond within 2 business days. For return and refund processing, business days are Monday–Friday, excluding U.S. public holidays.
Policy changes apply to orders placed after the revised policy is published. Your order remains subject to the policy in effect when you purchased. Nothing in this policy limits rights that cannot lawfully be excluded.