Return & Refund Policy

Return & Cancellation Policy

Sprall platforms are built to order and scheduled into upcoming production runs. Because of that, our return and cancellation policy is designed to be fair, clear, and respectful of the work that goes into each build.

 

Returns

We accept returns under the following conditions:

  • The platform must be unused and uninstalled
  • It must be in original, like-new condition (no scratches, hardware marks, or modifications)
  • It must be returned in original or equivalent packaging
  • You must contact us within 7 days of delivery to request a return

 

To start a return, email us with your order number and the reason for return. If approved, return instructions will be provided.

 

If you're unsure whether a return qualifies, reach out. We're happy to talk it through.

 

Return shipping is the responsibility of the customer.

 

Original shipping costs are non-refundable.

 

Refunds

If your return is approved and the product is received in acceptable condition:

  • Your refund will be issued to your original payment method.
  • Refunds may be adjusted if the product shows signs of use, damage, or installation.

 

Cancellations & Production Runs

Sprall platforms are built to order and scheduled into upcoming production runs.

 

Cancellation Timeline

  • Orders may be cancelled anytime before your scheduled production month begins for a full refund.
  • Once the calendar enters your production month, your order is considered in production and cancellation is no longer guaranteed.

Late Cancellations (After Production Begins)

If a cancellation is requested after production has started and we approve it:

  • A partial refund may be issued
  • The refund will be reduced by any material and labor costs already incurred

This reflects the actual work and materials already invested in your platform.

 

Damaged, Defective, or Incorrect Orders

If your platform arrives damaged, has a defect, or is incorrect, please contact us within 72 hours of delivery.

 

Please include your order number and clear photos of:

  • The packaging
  • The product
  • The issue itself

We will assess the situation and:

  • Repair it
  • Replace it
  • Or provide a fair resolution based on the circumstances.

 

If shipping damage occurred, we may request your help with documentation for the carrier.

 

Final Note

Sprall platforms are built with intention — not rushed and not mass-produced.

If you ever have questions or concerns about your order, reach out. We’ll approach it with honesty and fairness every time.