Refund & Returns

1. Eligibility for Returns

• Products in Original Condition: To be eligible for a return, the product must be in its original condition, unused, unopened, and with all original tags, packaging, and accessories intact. For instance, if you purchased a fun collar，it should remain in the same packaging as when received, showing no signs of wear or damage.
• Within the Return Period: You have 14 days from the date of delivery to initiate a return. The countdown begins on the day you officially receive the package. Late returns will not be accepted under normal circumstances.

2. Exceptions

• Personal Hygiene Products: Due to health and safety regulations, certain personal hygiene products, such as items that come into direct contact with the body and cannot be properly sanitized after use, are not eligible for return. This measure safeguards the health of other customers and upholds high hygiene standards.
• Customized or Personalized Items: Products customized according to your specific requirements, like a fun collar with engraved text or a unique design, are non – returnable. Since these items are made exclusively for you, they cannot be resold to other customers.

3. Return Process

• Contact Customer Service: If you wish to return a product, please reach out to our customer service team first at AgustinBMacklin@armyspy.com or 978 – 246 – 7131. Provide your order number, the reason for the return, and detailed information about the product. Our customer service representatives will guide you through the subsequent steps.
• Obtain a Return Authorization: After reviewing your request, if it meets our return criteria, we will issue you a Return Merchandise Authorization (RMA) number. This number is essential for processing your return. Please include it in all communication related to the return and on the return packaging.
• Return Shipping: You are responsible for the cost of returning the product to us. We recommend using a trackable shipping method and purchasing shipping insurance to protect your item during transit. The return address is: Soulmate Spark Studio, 2001 Pearlman Avenue, Quincy, MA 02169.

4. Refund Process

• Inspection of Returned Product: Once we receive the returned product, our team will inspect it to ensure it meets the return eligibility criteria. This inspection may take 3 – 5 business days. If the product is in the expected condition, we will proceed with the refund.
• Refund Method: The refund will be issued to the original payment method used for the purchase. For example, if you paid with a credit card, the refund will be credited back to the same credit card account. The time it takes for the refund to appear in your account may vary depending on your financial institution, but it typically takes 3 – 7 business days.
• Partial Refunds: In some cases, if the product shows signs of use or damage that do not meet our return criteria, we may offer a partial refund. This decision will be based on the extent of the damage and its impact on the item’s resale value.

5. Exchanges

• If you want to exchange a product for a different size, color, or style (subject to availability), please follow the same return process as above. Once we receive and process your return, you can place a new order for the desired item. Exchanges are also subject to the same eligibility criteria as returns.

6. Damaged or Defective Products

• Reporting within 7 Days: If you receive a damaged or defective product, please contact our customer service team within 7 days of delivery. Provide clear details and, if possible, attach photos of the damage or defect.
• Resolution Options: We will either offer a full refund, a replacement product, or a partial refund, depending on the nature of the issue and your preference. If a replacement is sent, we will cover the cost of shipping for the replacement item.

7. Changes to the Refund & Returns Policy