Warranty and Complaints Policy

Last updated: 5 June 2026

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

This Policy explains how SparkVision handles defective-product complaints, warranty support, legal guarantee claims, repair, replacement, and related customer service. It does not limit the customer's mandatory consumer rights under applicable EU, Bulgarian, or Romanian 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. Legal Guarantee and Commercial Warranty

Consumer products sold by SparkVision are covered by mandatory legal guarantee rights under applicable consumer law.

SparkVision also provides a commercial warranty for its products. Unless different terms are stated in the purchase documents or the product-specific warranty certificate, the commercial warranty period is 24 months from product delivery.

The commercial warranty is provided in addition to the customer's mandatory legal rights. It does not replace, reduce, or limit those rights.

If there is any conflict between this Policy, a warranty certificate, and mandatory consumer-protection law, the mandatory legal rule applies.

3. Product-Specific Warranty Certificates

SparkVision publishes product-specific warranty certificates for supported products. The customer should use the warranty certificate that matches the product name and model shown on the product, packaging, invoice, or accompanying documents.

Warranty certificates may contain product-specific details, including model identification, warranty period, covered components, exclusions, service instructions, and safety warnings.

4. What the Commercial Warranty Covers

The commercial warranty generally covers manufacturing defects and product failures that occur during normal use of the product according to the user manual, safety instructions, technical specifications, and product documentation.

Examples may include hardware or accessory defects, charging faults, manufacturing-related failures, or other problems that prevent the product from functioning as intended, where the issue is not caused by excluded use or external damage.

5. What the Commercial Warranty Does Not Cover

Unless mandatory law provides otherwise, the commercial warranty does not cover:

misuse, neglect, or use contrary to the user manual or safety instructions;
unauthorised repair, modification, disassembly, or attempted repair;
water damage or exposure to liquids, humidity, or unsuitable environmental conditions outside the stated specifications;
impact damage, drops, crushing, pressure, fire, overheating, or other external damage;
damage caused by unsafe chargers, cables, power supplies, accessories, or incompatible third-party products;
normal wear and tear, cosmetic wear, scratches, marks, or changes that do not affect normal operation;
normal battery wear or gradual battery-capacity reduction from ordinary use;
software issues caused by unsupported configuration, unauthorised software, user changes, malware, or incompatible third-party services;
loss of data, personal files, settings, labels, account content, or user-generated content; or
products for which the serial number, product identifier, or warranty information has been removed, altered, or cannot reasonably be verified.

These exclusions apply to the commercial warranty only and do not limit mandatory consumer rights for non-conforming goods.

6. How to Submit a Complaint or Warranty Request

The customer should contact SparkVision at:

customer.support@sparkvision.tech

The customer should include, where available:

full name;
order number or invoice number;
delivery country;
product name and model;
serial number or product identifier;
date of purchase and date of delivery;
clear description of the problem;
when the problem first appeared;
photos or video showing the issue, if useful;
any error messages, app version, device version, or relevant diagnostics; and
preferred contact details.

SparkVision may ask for additional information that is reasonably needed to assess the complaint, identify the product, verify warranty status, diagnose the issue, arrange service, prevent fraud, or comply with legal obligations.

7. Initial Troubleshooting

Some issues can be resolved remotely through setup guidance, software update, reset, diagnostics, configuration change, or accessory check.

SparkVision may ask the customer to complete reasonable troubleshooting steps before arranging physical inspection or return of the product, provided this does not create a safety risk and does not unreasonably delay the handling of a valid complaint.

8. Safety-Related Issues

If the product shows signs of overheating, swelling, smoke, burning smell, electrical damage, broken battery housing, severe impact damage, liquid ingress, or another safety-related issue, the customer should stop using the product immediately and contact SparkVision before charging, wearing, transporting, or sending it.

SparkVision may provide specific packing, transport, or inspection instructions for safety-related cases.

9. Service, Inspection, and Repair

If physical inspection or repair is needed, SparkVision will provide practical instructions for sending or handing over the product.

Products should not be sent to an office, showroom, repair centre, courier address, or third-party address without confirmation from SparkVision.

Repairs are performed by SparkVision, by an authorised service centre, by a qualified hardware-service route coordinated by SparkVision, or by another service provider appointed by SparkVision.

For Romania, customer service and warranty handling are provided by SPARK VISION IS ROMANIA SRL, with repair coordinated through SparkVision unless otherwise stated in the product documents or service instructions.

10. Service Shipping

For valid legal guarantee claims or valid commercial warranty claims, SparkVision will handle service shipping according to applicable consumer-law rules and the instructions provided for the specific case.

If the product is not covered by legal guarantee or commercial warranty, or if the problem is caused by excluded use or external damage, SparkVision may offer paid repair, paid replacement, or return of the unrepaired product, where available. Any paid service terms will be communicated before the customer is charged.

11. Remedies

Depending on the nature of the defect, product availability, applicable law, and the assessment of the complaint, SparkVision may provide one or more of the following remedies:

troubleshooting or software update;
repair;
replacement of the product or affected component;
replacement of an accessory;
price reduction;
refund; or
another remedy required or permitted by applicable law.

For consumer legal guarantee claims, SparkVision will apply the remedies and order of remedies required by applicable consumer law.

12. Data, Settings, and Personal Content

Before sending a product for service, the customer should remove personal files, saved settings, personal labels, account associations, and other personal content where technically possible.

Some service actions, including reset, repair, replacement, or software recovery, may delete data or settings stored on the product or associated app. SparkVision is not responsible for data loss except where mandatory law provides otherwise.

If the customer needs help removing personal content or disconnecting an account, the customer should contact SparkVision before sending the product.

13. Accessories, Bundles, and Replacement Parts

The customer should follow SparkVision's instructions on which items to send for service.

If the complaint concerns a bundle item, accessory, charger, cable, smart ring, external battery, or another included component, SparkVision may need to inspect that item together with the main product.

Replacement products, repaired products, replacement accessories, and replacement parts may be new, refurbished, reconditioned, or functionally equivalent, where permitted by applicable law.

14. Products Outside Warranty

If the product is outside the commercial warranty period and no mandatory legal guarantee remedy applies, SparkVision may still offer support, diagnosis, paid repair, paid replacement, or recycling guidance where available.

SparkVision will inform the customer before carrying out any paid repair or paid replacement.

15. Complaints Register and Records

SparkVision may keep records of complaints, service requests, warranty decisions, repair status, returned products, replacement products, and related correspondence as required or permitted by law.

For Bulgaria, SparkVision will maintain consumer complaint records as required by applicable Bulgarian consumer-protection rules.

Personal data related to support, warranty, and complaints is processed according to SparkVision's Privacy Policy.

16. Relation to Returns and Withdrawal

This Policy covers warranty support, legal guarantee claims, and defective-product complaints.

The customer's right to withdraw from an online purchase without giving a reason is described in SparkVision's Returns and Withdrawal Policy.

The customer does not need to use the ordinary withdrawal process to report a defective, damaged, incomplete, non-conforming, or incorrectly delivered product.

17. 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.