Refund & Cancellation Policy

Before your order is dispatched

Once you have paid for a Spark, we dispatch it within the number of days shown on your order page. A paid order cannot be cancelled before that date. If we have not dispatched it by then, a Cancel button appears on your order page and refunds the full amount you paid to the original payment method, without asking us or giving a reason. The same applies to a preorder once its balance is paid. We may still cancel an order ourselves before dispatch — see the last section — and we will always refund it in full.

Preorders

When a colour sells out we sometimes let you preorder the next one. Each colour on preorder states how many days after your order it is expected to be ready to dispatch; the exact date that makes for your order is shown at checkout and recorded on it. Nothing is dispatched until we have the device in hand.

A preorder is reserved with a deposit — a fixed amount per key, shown on the product page — and that is all you pay at the time. The rest of the price is due when your Spark is ready to dispatch: we email you a link to pay it, and you have the number of days stated at checkout (and on your order page) to do so before the reservation is released to the next person waiting.

The deposit is not refundable if you cancel. It is the part of the price that reserves a key from a batch we build to order. It is also kept if the reservation is released because the balance was not paid in time. You agree to this at checkout, and the amount is stated there and on your order page. While you are waiting you may cancel at any time; once we have told you your Spark is ready and asked for the balance, the reservation can no longer be cancelled — it is paid, or it lapses.

If your Spark is not ready by the date we promised, the deposit is refundable in full. From that date, while you are still waiting, a Cancel button on your order page refunds every rupee you paid without asking us or giving a reason. If we only ask for the balance after that date, you may choose to pay it or to cancel for a full refund until the payment window closes. That date is fixed when you pay and recorded on your order, so it cannot be moved afterwards. Once the balance is paid, the dispatch rule in the first section applies: we dispatch within the days shown on your order page, and if we do not, you may cancel for a full refund of everything you paid.

If we cancel a preorder ourselves — because we decide not to build a batch, or cannot deliver to your address — we refund everything you paid, deposit included, without waiting for anyone to ask.

After dispatch

Once your Spark has been dispatched we do not offer refunds. If it arrives damaged or does not work, we replace it — see below.

Damaged or not working on arrival

If your Spark arrives damaged or does not work, tell us within 7 days of delivery and we will replace it free of charge, including shipping. Send a photo to akshay@heyspark.work or message us on WhatsApp at +91 7802927428. You do not need the original packaging.

Warranty

Every Spark carries a 1-year warranty against manufacturing defects. Batteries, physical damage, water damage and loss are not covered. The Bluetooth Spark takes a CR2032 coin cell you can buy anywhere; the NFC Spark has no battery.

To make a warranty claim, email akshay@heyspark.work with your order number and what has gone wrong — a photo or a short video helps — and we will reply with what happens next.

Refund timelines

Where a refund is due, we issue it to Razorpay within one working day. Your bank or card issuer then typically takes 5–7 working days to show it on your statement. That last part is not under our control.

Cancellations by us

If we cannot fulfil your order — a batch sells out, or an address cannot be delivered to — we will cancel it and refund you in full. We will always tell you why.