Return & Refund Policy

Last Updated: September 3, 2026

Thank you for shopping at SproutNest. We want our return and refund process to be clear and reasonable. Please review this policy before requesting a return, exchange, cancellation, or refund.

This policy applies to purchases made directly through https://sproutnest.us.

1. Return Eligibility

You may request a return within 30 days after the confirmed delivery date.

To qualify for a return, the product must generally:

Be unused, uninstalled, unassembled, and in the same condition in which it was received
Be returned with its original packaging, labels, manuals, accessories, components, and promotional items
Be free from dirt, soil, moisture, plant material, chemicals, odors, damage, alterations, or other signs of use
Include valid proof of purchase from SproutNest
Be returned according to the instructions provided by our customer support team

After a return is approved, the product must be shipped within 7 calendar days of receiving the return authorization and return instructions. Approval may expire if the product is not shipped within this period.

Products that do not meet these conditions may be refused or may qualify for only a partial refund where permitted by applicable law.

2. Non-Returnable Products

The following products are generally not eligible for return:

Gift cards
Personalized, customized, or made-to-order products
Products clearly identified as final sale or non-returnable before purchase
Used, installed, assembled, modified, washed, damaged, or incomplete products
Products missing original packaging, components, accessories, manuals, or labels
Opened consumable products, including certain fertilizers, soil treatments, pest-control products, seeds, chemicals, liquids, or similar gardening materials
Live plants, perishable goods, or products that may deteriorate rapidly
Hazardous, flammable, restricted, or regulated materials that cannot legally or safely be returned
Products damaged through misuse, improper assembly, improper installation, neglect, accidental damage, weather exposure, ordinary wear, or failure to follow product instructions
Products not purchased directly from SproutNest

These exclusions do not apply when a return or remedy is required under applicable law, including for qualifying defective, damaged, or incorrectly supplied products.

3. Return Authorization

All returns require prior authorization from SproutNest.

To request a return, email ionalewblopakq@gmail.com and include:

Your full name
Your order number
The email address used for the order
The product you wish to return
The reason for the return
Clear photographs or video, when the product is damaged, defective, incorrect, incomplete, or otherwise not as described

If your request is approved, we will provide return instructions and, where applicable, a Return Authorization number.

Do not send a product back until you have received written return instructions from us. The business address displayed on our website is not necessarily the correct return location.

Unauthorized returns, returns sent to an incorrect address, or cash-on-delivery shipments may be refused and may not qualify for a refund, except where otherwise required by law.

4. Return Shipping Costs

For returns due to a change of mind, ordering error, incorrect size selection, compatibility issue, or another reason not caused by SproutNest, the customer is responsible for:

Return shipping charges
Suitable protective packaging
Any applicable insurance or tracking costs
The risk of loss or damage during return transportation

Original shipping charges are not refundable for change-of-mind returns, except where required by applicable law.

If we verify that the product was damaged upon arrival, materially defective, incomplete, or incorrectly shipped by SproutNest, we will provide an appropriate remedy. Depending on the circumstances, this may include prepaid return instructions, replacement parts, a replacement product, or a refund.

Please do not independently purchase return postage expecting reimbursement unless we have agreed to it in writing beforehand.

5. Return Shipping Requirements

Approved returns should be sent using a trackable shipping service. We strongly recommend retaining the shipping receipt, tracking number, photographs of the packaged product, and any other proof of shipment until the return is fully resolved.

Customers are responsible for packing returned products securely. SproutNest is not responsible for a return that is lost, misdirected, or damaged during return transportation when the return shipping is arranged by the customer, except where applicable law provides otherwise.

A return is not considered received until it has been delivered to and accepted at the return address supplied by our support team.

6. Inspection and Refund Approval

After an approved return is received, we will inspect the product to confirm:

Its identity and condition
Whether all components and accessories were included
Whether it complies with this policy
Whether the reported defect, damage, or error can be verified

We will notify you after the inspection is completed.

If the return is approved, the refund will be issued to the original payment method. We do not normally issue refunds to a different card, bank account, or payment method.

If a product is returned used, damaged, incomplete, altered, or in a condition that reduces its value, we may refuse the return or deduct an amount reasonably reflecting the loss in value, to the extent permitted by applicable law.

7. Refund Processing Time

Approved refunds are generally initiated within 5–10 business days after the returned product has been received and inspected.

After we initiate the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account. These external processing times are outside our control.

Shipping charges, expedited shipping fees, gift-wrapping fees, customs duties, taxes, and other service charges are generally non-refundable unless the refund results from our verified error or applicable law requires otherwise.

8. Damaged, Defective, Incorrect, or Incomplete Products

Please inspect your order as soon as it is delivered.

If a product arrives damaged, defective, incorrect, or incomplete, contact us promptly and preferably within 7 days after delivery at ionalewblopakq@gmail.com.

Please provide:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the shipping package and label
Photographs showing the damage, defect, incorrect product, or missing components
Video evidence when reasonably necessary to demonstrate a functional issue

Please retain the product, original packaging, shipping materials, accessories, and labels while your claim is being reviewed. Do not discard, repair, alter, install, or return the product unless instructed to do so.

After reviewing the available evidence, we may provide one or more of the following remedies, as appropriate:

Troubleshooting or product-use guidance
Replacement parts
Replacement of the product
Partial refund
Full refund
Authorized return instructions

The appropriate remedy depends on the nature of the issue, product availability, and applicable law. Reporting an issue within seven days helps us investigate shipping-related damage, but this notification period does not eliminate any non-waivable rights available under applicable law.

9. Exchanges

Direct exchanges are available only when approved by our customer support team, generally for products that are:

Damaged upon arrival
Materially defective
Incorrectly shipped
Missing essential components

Exchange availability depends on current inventory. If an approved replacement is unavailable, we may offer an appropriate refund instead.

For change-of-mind requests, the customer may need to return the original product and place a separate order for the preferred product.

10. Order Cancellations

Cancellation requests must be submitted within 12 hours after the order is placed.

We will make reasonable efforts to accommodate a cancellation request, but cancellation is not guaranteed. Orders may enter processing or shipment before the request is reviewed.

An order cannot normally be canceled after it has been processed, transferred to a fulfillment partner, assigned a tracking number, or shipped. If cancellation is no longer possible, you may request an eligible return after delivery under this policy.

Please do not refuse delivery solely as a substitute for following the authorized return process. Additional costs resulting from refused or unclaimed delivery may be deducted from any available refund where permitted by law.

11. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order is returned, delayed, lost, or undeliverable because of:

An incorrect or incomplete address
An invalid postal code
Missing apartment, unit, or building information
Failure to collect the shipment
Refused delivery
Repeated unsuccessful delivery attempts

we may offer reshipment after the package is returned to us or the applicable fulfillment location. Additional shipping charges may apply.

If a refund is approved, original shipping charges and reasonable carrier return costs may be deducted from the refund where permitted by applicable law.

Address changes cannot be guaranteed after an order has entered processing.

12. Packages Marked as Delivered

If carrier tracking shows that a package was delivered but you cannot locate it:

Check the delivery location, mailbox, parcel locker, reception area, and other secure locations.
Ask household members, neighbors, building staff, or property management whether they accepted it.
Verify that the shipping address on your order confirmation is correct.
Contact the carrier for delivery details or geographic delivery confirmation.
Contact SproutNest if the package remains missing.

We will provide reasonable assistance with a carrier investigation where possible. A carrier’s delivered status does not automatically determine the outcome of every claim, and each case may be reviewed using the tracking record, delivery evidence, shipping address, and other available information.

13. Lost or Delayed Shipments

Carrier delays do not automatically mean that a shipment is lost. If tracking has not updated for an unusual period, please contact us so we can review the shipment and, where appropriate, request an investigation from the carrier.

If a shipment is verified as lost before delivery, we will provide an appropriate remedy, which may include a replacement or refund.

Refunds or cancellations for shipping delays will be handled in accordance with the shipping commitment stated at the time of purchase and applicable law.

14. International Returns

For orders shipped internationally:

Customers are responsible for return shipping costs unless the return results from our verified error
Customs duties, import taxes, brokerage fees, and similar government or carrier charges are generally non-refundable by SproutNest
Customers are responsible for following applicable customs and shipping requirements
Unauthorized or incorrectly declared international returns may be refused
Return eligibility may be affected when a product cannot legally or safely be shipped internationally

Nothing in this section limits consumer rights that cannot lawfully be excluded in the customer’s jurisdiction.

15. Payment Disputes

If you believe there is a problem with your order or refund, please contact us first so we have an opportunity to investigate and resolve the matter.

Opening a payment dispute does not expand the return or refund rights provided by this policy or applicable law. We reserve the right to provide the payment processor with relevant order records, tracking information, delivery confirmation, customer communications, policy acceptance records, and other evidence necessary to respond to a dispute.

This provision does not prevent customers from exercising any lawful rights available through their payment provider or applicable consumer protection laws.

16. Policy Abuse and Fraud Prevention

SproutNest reserves the right, to the extent permitted by law, to refuse a return or refund associated with suspected fraud, materially false information, product substitution, unauthorized alterations, repeated policy abuse, or return of a product different from the one originally supplied.

We may document product identifiers, package weights, serial numbers, shipment records, photographs, and other relevant information for order verification, fraud prevention, and dispute resolution.

17. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or replace any consumer right or remedy that cannot legally be waived or limited.

If any provision of this policy is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

18. Contact Information

For questions or requests concerning returns, cancellations, exchanges, or refunds, contact:

SproutNest Customer Support
Email: ionalewblopakq@gmail.com
Phone: +1 (936) 260-5549
Website: https://sproutnest.us

Business correspondence address:

SproutNest
Unit 809, 8/F, Brill Plaza
84 To Kwa Wan Road
To Kwa Wan, Hong Kong

Do not send returns to this business address unless our customer support team has expressly confirmed it as the correct return location in writing.

Customer inquiries are generally answered within 1–2 business days, Monday through Friday.