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Refund and Returns Policy

1. Introduction

At WittySprout, we want you to be completely satisfied with your purchase. This Return and Refund Policy explains your rights and our procedures for returning products and obtaining refunds.

Company Information:

2. Your Right to Cancel (EU Consumer Rights)

2.1 Cooling-Off Period

Under EU Consumer Rights Directive 2011/83/EU, you have the right to cancel your order within 14 calendar days without giving any reason.

The 14-day period begins:

  • From the day you (or a third party you designate, other than the carrier) receive the product
  • For multiple items ordered together but delivered separately: from the day you receive the last item

2.2 How to Exercise Your Right to Cancel

To cancel your order, you must inform us of your decision by a clear statement. You can:

Contact us via email:

  • Send a message to: heretohelp@wittysprout.eu
  • Include: Your name, order number, product details, and reason for return (optional)

Use our Return Form:

2.3 Effect of Cancellation

If you cancel your order, we will reimburse:

  • The full price of the product(s)
  • Original standard shipping costs

We will NOT reimburse:

  • Express or expedited shipping costs (if you chose a premium delivery method)

Return shipping costs are covered by us (see section 3.4).

3. Return Conditions and Process

3.1 Product Condition Requirements

To be eligible for a return, products must be in saleable condition:

  • ✓ Unused and in the same condition as received
  • ✓ In original packaging with all tags and labels attached
  • ✓ Complete with all components, accessories, and documentation
  • ✓ Not damaged by the customer (normal inspection wear is acceptable)

We CANNOT accept returns if:

  • ✗ Product has been used, played with, or assembled
  • ✗ Packaging is significantly damaged or destroyed
  • ✗ Product shows signs of wear beyond normal inspection
  • ✗ Parts or accessories are missing
  • ✗ Product has been modified or altered

Exception for Damaged/Defective Products: If your product arrives damaged or defective, condition requirements do not apply. See Section 5.

3.2 How Products Should Be Packaged for Return

Please return products:

  • In the original WittySprout packaging if possible
  • If original packaging is unavailable, use suitable protective packaging
  • Include all magnetic pieces, booklets, and components
  • Include a copy of your order confirmation or packing slip

3.3 Return Process

Step 1: Contact Us

  • Email heretohelp@wittysprout.eu within 14 days of receiving your order
  • Include your order number and reason for return
  • Attach photos if the product is damaged or defective

Step 2: Await Confirmation

  • We will respond within 24-48 hours
  • We will provide return authorization and instructions
  • We will arrange return shipping at our expense

Step 3: Ship the Product

  • We will coordinate with Direx to collect the package
  • You do not need to pay for return shipping
  • We will provide you with a return tracking number

Step 4: Refund Processing

  • We inspect the product within 3 business days of receiving it
  • If approved, refund is processed within 14 days of receiving the return
  • You will receive confirmation via email

3.4 Return Shipping Costs

WittySprout covers all return shipping costs when you exercise your 14-day right to cancel.

  • We will arrange collection with Direx
  • You do not need to pay upfront
  • Contact us at heretohelp@wittysprout.eu to arrange collection

Important: Do not ship the product back without contacting us first, as we need to provide return authorization and arrange courier collection.

4. Refunds

4.1 Refund Method

Refunds will be processed using the same payment method you used for the original purchase.

Card payments: Where a refund is due for an order paid by debit or credit card, the refund will be made by a card transaction (refund) to the same card used for the original payment. Refunds cannot be made in cash, by bank transfer or to a different card.

The time it takes for the refunded amount to appear on your account depends on your card issuer (typically 3-10 business days).

4.2 Refund Timeline

We will refund you:

  • Within 14 days of the day we receive the returned product
  • Or within 14 days of proof that you have sent the product back, whichever is earliest

4.3 What We Refund

Your refund will include:

  • Full product price (including VAT)
  • Standard shipping costs from your original order

Your refund will NOT include:

  • Premium or expedited shipping fees (if you selected these)
  • Any customs duties or import taxes (if applicable to non-EU countries)

4.4 Refund Confirmation

You will receive:

  • Email confirmation when your return is received
  • Email confirmation when your refund is processed
  • Refund reference number for your records

5. Damaged or Defective Products

5.1 Receiving Damaged Products

If your product arrives damaged or defective:

Immediate Actions:

  • Inspect the package upon delivery
  • Take photos of the packaging and product
  • Contact us at heretohelp@wittysprout.eu within 48 hours
  • Include your order number and photos

5.2 Our Response

We will:

  • Respond within 24 hours
  • Arrange immediate return collection at our expense
  • Offer a replacement or full refund (your choice)
  • Cover all return shipping costs

5.3 Manufacturer Defects

If you discover a manufacturing defect after initial inspection:

  • Contact us within 14 days of receiving the product
  • Describe the defect and provide photos
  • We will arrange return and provide a replacement or refund

5.4 Safety Issues

If you identify any safety concerns with our products:

  • Stop using the product immediately
  • Contact us urgently at heretohelp@wittysprout.eu
  • We will initiate an immediate replacement or refund
  • Your safety is our priority

6. Exchanges

6.1 Exchange Policy

We do not currently offer direct product exchanges. If you wish to exchange a product:

  • Return the original product following this policy
  • Place a new order for the desired product
  • We recommend contacting us first to check availability

6.2 Exception for Damaged Products

If you received a damaged product, we will send a replacement without requiring you to place a new order.

7. Back in Stock Returns

If you purchased a product after receiving a “back in stock” notification:

  • All standard return rights apply (14-day cooling-off period)
  • Refund process is identical to regular orders
  • No special conditions apply

8. Special Circumstances

8.1 Incorrect Product Received

If we shipped the wrong product:

  • Contact us immediately at heretohelp@wittysprout.eu
  • We will arrange collection at our expense
  • We will ship the correct product at no additional cost
  • Or provide a full refund if you prefer

8.2 Missing Items

If items are missing from your order:

  • Check your order confirmation to verify what was ordered
  • Contact us within 48 hours of delivery
  • We will ship missing items immediately at no cost

8.3 Late Cancellation Requests

If you contact us to cancel after the 14-day period:

  • We will consider your request on a case-by-case basis
  • We are not obligated to accept late cancellations
  • However, we always aim to find a satisfactory solution

9. Non-Returnable Items

While we accept most returns, the following cannot be returned for hygiene and safety reasons:

  • Products that have been opened and used (unless defective)
  • Products with broken hygiene seals (if applicable)
  • Custom or personalized items (currently not offered, but reserved for future)

10. Refund Deductions

We reserve the right to deduct from your refund if:

  • Product value has diminished due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the product
  • Product is returned in significantly damaged condition due to customer negligence
  • Packaging has been unnecessarily destroyed

Normal inspection is allowed: You may handle the product as you would in a physical store to assess its quality and functionality.

11. Business Customers

If you are purchasing as a business (B2B):

  • The 14-day cooling-off period may not apply
  • Returns are subject to our agreement and commercial terms
  • Please contact hello@wittysprout.eu to discuss business returns

12. International Returns

12.1 EU Countries

All EU customers have the same 14-day return rights. We cover return shipping costs within the EU.

12.2 Non-EU Countries (if applicable)

  • Return rights may vary based on local laws
  • Return shipping arrangements will be discussed individually
  • Customs duties are not refundable
  • Contact heretohelp@wittysprout.eu before returning from non-EU countries

13. Dispute Resolution

If you are not satisfied with our handling of your return or refund:

13.1 Contact Us First

Please email heretohelp@wittysprout.eu with your concerns. We aim to resolve all issues amicably.

13.2 EU Online Dispute Resolution

EU customers can access the European Commission’s ODR platform: https://ec.europa.eu/consumers/odr

13.3 Bulgarian Consumer Protection

You can contact the Commission for Consumer Protection in Bulgaria:

  • Website: www.kzp.bg
  • Address: Sofia 1000, 4A Vitosha Blvd.

14. Your Statutory Rights

This policy does not affect your statutory rights under:

  • EU Consumer Rights Directive 2011/83/EU
  • Bulgarian Consumer Protection Act
  • Other applicable consumer protection laws

Your statutory rights are in addition to our return policy.

15. Policy Updates

We may update this Return and Refund Policy periodically. Changes will be posted on our Website with an updated date.

16. Questions?

If you have any questions about returns or refunds:

We typically respond within 24 hours during business days (Monday-Friday).

Commitment to Customer Satisfaction

At WittySprout, we are committed to providing high-quality educational products and excellent customer service. If you have any concerns about your purchase, please contact us—we’re here to help!