Refund policy
Spritzal Cookie Company Refund Policy
At Spritzal Cookie Company, we take pride in delivering high-quality cookies that meet our customers’ expectations. Our refund policy ensures fairness while protecting against potential abuse.
1. Order Cancellations
• Before Shipping: Orders may be canceled for a full refund if the cancellation request is received before the order is prepared or shipped. If you need to cancel, please contact us immediately.
• After Shipping: Once an order has been shipped, we cannot cancel it, and the refund policy below applies.
2. Refund Eligibility
We offer refunds or replacements only under the following conditions:
• Damaged or Defective Products: If your order arrives broken, melted, or otherwise damaged due to shipping, please contact us within 48 hours of delivery.
• Incorrect Order: If we made a mistake and sent you the wrong item(s), we will promptly correct it.
• Lost Orders: If your order has not arrived within 10 business days of shipping confirmation, we will investigate and issue a replacement or refund if necessary.
3. Non-Refundable Situations
To prevent abuse, we do not offer refunds or replacements for:
• Taste Preferences: We cannot offer refunds if a product does not meet personal preference.
• Incorrect Addresses Provided by the Customer: If an order is undeliverable due to an incorrect address, we cannot issue a refund.
• Delayed Shipments Due to Carrier Issues: We are not responsible for delays caused by shipping carriers.
• Orders Marked as Delivered: If the carrier marks your package as delivered but you did not receive it, check with neighbors or your local carrier. We are not liable for stolen packages.
• Bulk or Wholesale Orders: Large orders placed for resale, corporate gifting, or events are non-refundable unless there is a manufacturing defect.
4. How to Request a Refund or Replacement
To initiate a claim, please email us at info@spritzal.com within 48 hours of receiving your order with:
• A brief description of the issue.
• Clear photos of the damaged product(s) and packaging.
• Your order number.
We review all requests within 3 business days and will notify you of the next steps.
5. Refund Method & Processing Time
• Approved refunds will be issued to the original payment method within 5-7 business days.
• If a replacement is issued, we will provide tracking information once it ships.
6. Fraud Prevention & Abuse Policy
To maintain fairness, we monitor refund requests. Repeated refund claims from the same customer without sufficient proof may result in denial of future refunds and potential order restrictions.
By placing an order with Spritzal Cookie Company, you agree to the terms outlined in this policy. If you have any questions, feel free to contact us at info@spritzal.com.