Quick reference. Full procedures live in the Pre-Order Terms.
At a glance
| Situation | Refund | Time to issue |
|---|---|---|
| Pre-order canceled before production starts | 100% of paid amount | 5-10 business days |
| Pre-order canceled during production | 50% of deposit + 100% of any remainder charged | 5-10 business days |
| Pre-order canceled after remainder charged but before shipment | 100% of remainder; deposit forfeit | 5-10 business days |
| EU/UK 14-day right of withdrawal after delivery | 100% of paid amount | Within 14 days of return receipt |
| Standard return within 30 days of delivery | 100% minus return shipping | 5-10 business days of return receipt |
| Defective unit replaced under warranty | Replacement, not refund | Replacement ships within 5-7 business days |
| Significant ship-date delay you don’t accept | 100% of paid amount | 5-10 business days |
How refunds work
Refunds are issued to the original payment method. We cannot refund to a different card, account, or person.
To request a refund, email [email protected] with:
- Subject line: “Refund request — order #XXXXXX”
- Your order number (in your confirmation email)
- A brief reason (helpful for us, not required for a refund within the standard windows above)
We’ll confirm receipt within one business day and process the refund within the time frames above. The actual money in your account depends on your bank — typically 3-5 business days after we issue.
Defective units
Sprig hardware carries a 1-year limited warranty from delivery. If your unit fails or arrives damaged, email [email protected] with your order number and a description of the issue. We’ll send a replacement at no cost to you.
What’s not covered
- Damage from misuse, accidents, or water exposure beyond IP rating
- Cosmetic wear from normal use
- Loss of the device
- Returns more than 30 days after delivery (US/CA)
- Returns more than 14 days after delivery (EU/UK)
- Items not in re-sellable condition
Disputes
If you have a dispute about a refund, email [email protected]. If unresolved within 14 days, follow the dispute resolution process in our Terms of Service.
Aura Link, Inc.