Returns and Withdrawal Policy

Last updated: 5 June 2026

This Returns and Withdrawal Policy applies to consumer online orders placed through the SparkVision online store for delivery in Bulgaria or Romania.

This Policy explains the customer's right to withdraw from an online purchase without giving a reason. Defective-product complaints, legal guarantee rights, warranty service, repair, and replacement are handled separately under SparkVision's Warranty and Complaints Policy and applicable consumer law.

1. Seller of Record

The seller of record depends on the delivery country selected by the customer at checkout:

For orders delivered in Bulgaria, the seller is SPARK VISION IS OOD, UIC 206677712, Krum Popov 1, 1164 Sofia, Bulgaria.
For orders delivered in Romania, the seller is SPARK VISION IS ROMANIA SRL, CUI 54581719, Trade Register No. J2026028294009, Str. Verzisori 6, Bl. D, Ap. B118, 040301, Sector 4, Bucharest, Romania.

Customer support for both markets is available at customer.support@sparkvision.tech.

2. Who Can Use the Right of Withdrawal

The statutory right of withdrawal described in this Policy applies to consumers who buy products online or through another distance contract.

Unless mandatory law provides otherwise, this statutory right does not apply to purchases made by legal entities, business customers, public institutions, or other buyers acting for business or professional purposes.

3. Right to Withdraw Within 14 Days

The customer has the right to withdraw from the online purchase contract within 14 days without giving any reason.

For products delivered in one shipment, the withdrawal period expires 14 days after the day on which the customer or a third party indicated by the customer, other than the courier, receives physical possession of the products.

For one order containing multiple products delivered separately, the withdrawal period expires 14 days after the day on which the customer or a third party indicated by the customer, other than the courier, receives physical possession of the last product.

For one product delivered in several lots or pieces, the withdrawal period expires 14 days after the day on which the customer or a third party indicated by the customer, other than the courier, receives physical possession of the last lot or piece.

4. How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, the customer must inform SparkVision of the decision to withdraw by sending a clear statement before the withdrawal period expires.

The customer may use the model withdrawal form included at the end of this Policy, but use of that form is not mandatory. Any clear written statement is sufficient if it identifies the customer, the order, and the intention to withdraw.

Withdrawal notices should be sent to:

customer.support@sparkvision.tech

The customer should include, where available:

full name;
order number;
product name;
delivery address;
email address and phone number used for the order;
date of order and date of delivery; and
a statement that the customer withdraws from the contract.

If the customer sends the withdrawal notice before the withdrawal period expires, the right of withdrawal is exercised on time.

5. Returning the Products

After sending the withdrawal notice, the customer must send back or hand over the products without undue delay and no later than 14 days from the day on which the customer informed SparkVision of the withdrawal.

The return deadline is met if the customer dispatches the products before the 14-day return period expires.

SparkVision will confirm the practical return address and return instructions after receiving the withdrawal notice. Unless SparkVision states otherwise in the return instructions, products should not be sent to an office, showroom, or third-party address without confirmation.

6. Return Shipping Cost

Unless SparkVision expressly offers free return shipping for a specific order or return process, the customer bears the direct cost of returning the products after withdrawal.

This rule applies only to ordinary withdrawal from the purchase contract. If the product is defective, damaged, non-conforming, incomplete, or incorrectly delivered, the customer should contact SparkVision under the Warranty and Complaints Policy. In those cases, SparkVision will handle the complaint according to mandatory consumer-law rules.

7. Condition of Returned Products

The customer may handle and inspect the products only as necessary to establish their nature, characteristics, and functioning, in a manner comparable to inspection in a physical store.

The customer is responsible for any decrease in the value of the products caused by handling that goes beyond what is necessary to establish the nature, characteristics, and functioning of the products.

The customer should return the products with all included parts, accessories, chargers, batteries, smart rings, documentation, packaging, and bundle items received with the order.

If a product was sold as an inseparable bundle, the full bundle must be returned together. For example, if the product was supplied with a smart ring, external battery, charger, documentation, or another included item as part of the purchased bundle, those included items must be returned with the product.

8. Refunds

If the customer withdraws from the contract according to this Policy, SparkVision will reimburse the payments received for the returned products, including the standard delivery cost paid by the customer for delivery to the customer, if any.

SparkVision is not required to reimburse additional delivery costs caused by the customer's choice of a delivery method more expensive than the standard delivery method offered by SparkVision.

SparkVision will make the reimbursement without undue delay and no later than 14 days after being informed of the customer's decision to withdraw.

SparkVision may withhold reimbursement until it has received the returned products or until the customer has supplied evidence that the products have been dispatched back, whichever occurs first.

The refund will be made using the same payment method that the customer used for the original transaction, unless the customer and SparkVision expressly agree otherwise. The customer will not be charged a fee by SparkVision for the refund.

9. Products That Are Damaged, Defective, or Incorrect

If a product arrives damaged, defective, incomplete, non-conforming, or different from what was ordered, the customer should contact SparkVision at customer.support@sparkvision.tech as soon as reasonably possible.

The customer does not need to use the ordinary withdrawal process for defective-product complaints. Defective-product complaints are handled under the legal guarantee, warranty, and complaint rules that apply in the customer's delivery country.

Nothing in this Policy limits the customer's mandatory rights relating to non-conforming goods, legal guarantee, repair, replacement, price reduction, refund, or consumer complaints.

10. Products Without a Right of Withdrawal

SparkVision products are generally sold with the statutory consumer right of withdrawal for online purchases.

If a specific product, service, digital content, digital service, or subscription is not subject to the right of withdrawal, or if the right of withdrawal may be lost after the customer gives express consent to start performance, SparkVision will state this clearly before the customer places the order.

11. Support During the Return Process

SparkVision may ask the customer for reasonable information needed to identify the order, arrange the return, verify returned items, process the refund, and prevent fraud.

The customer should remove personal files, saved settings, personal labels, account associations, and other personal content from the product where technically possible before returning it. If the customer needs help doing this, the customer should contact SparkVision before dispatching the return.

12. Mandatory Consumer Rights

Nothing in this Policy limits mandatory consumer rights under applicable EU, Bulgarian, or Romanian law.

If any provision of this Policy conflicts with mandatory consumer-protection law, the mandatory legal rule applies.

13. Model Withdrawal Form

The customer may use this form to withdraw from the contract, but use of this form is not mandatory.

To: SparkVision customer support, customer.support@sparkvision.tech

I hereby give notice that I withdraw from my contract of sale for the following product(s):

Product name(s):

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Customer email:

Customer phone:

Signature of customer, only if this form is submitted on paper:

Date: