Return & Warranty Policy

1. Check the delivery first

The single most important step is the one taken at the gate. Count the quantity, check the item and finish against the delivery note, and look at the packaging before you sign.

• Note any shortage, breakage or incorrect item on the delivery note at the time of receipt.
• Photograph the problem before the material is moved or unpacked further.
• Report it to us within 3 working days of delivery.

A clean signed delivery note is taken as confirmation that the goods arrived complete and in good order, which makes a later claim considerably harder to settle with the carrier or the manufacturer.

2. Damaged, short or incorrect deliveries

Where a delivery is short, damaged in transit, or does not match the item confirmed on your order, we will put it right at our cost by replacing the item, completing the shortage, or issuing a credit note, at our option and in discussion with you.

Please do not install, cut, drill or otherwise work a damaged or incorrect item. Once material has been worked or installed, it is treated as accepted.

3. Returns of correctly supplied goods

Where the material supplied matches what was confirmed but you no longer need it, a return may be accepted at our discretion, subject to all of the following:

• The request is made within 7 days of delivery and agreed with us in writing before anything is sent back.
• The goods are unused, unopened, in original packaging, and in re-saleable condition.
• The goods are a standard stock line that we can reasonably put back into stock.
• The original invoice or delivery note reference is provided.
• A restocking charge of up to 20% of the invoiced value may apply, along with the cost of collection or return transport.

Approved returns are settled by credit note against your account, or refunded to the original payment method where no account balance is outstanding.

4. Items that cannot be returned

The following are non-returnable once supplied, unless they are damaged or incorrectly supplied by us:

• Cut-to-size, made-to-measure and custom-fabricated items.
• Special-order and indent items brought in specifically for your project.
• Opened bags, tins, tubes and containers cement, adhesives, grouts, sealants, paints and chemicals.
• Material cut, drilled, mixed, laid, installed or otherwise worked.
• Batch-matched natural material stone, marble and timber where the batch has been broken.
• Items sold as clearance, ex-display or "as is".
• Architectural models, maquettes and mock-up boards produced to your brief.

5. Manufacturer warranties

Goods are covered by the warranty offered by their manufacturer or principal supplier. SPRK is a trading company: we pass that warranty through to you in full and will manage the claim on your behalf, but we do not extend or add to the manufacturer's terms.

To raise a warranty claim, send us:

• The invoice or delivery note reference and the date of supply.
• The product name, batch or lot number where printed on the packaging.
• Photographs of the defect and, where relevant, of the installation.
• A short description of the conditions the material has been exposed to.

Warranties generally do not cover damage from incorrect storage or handling, installation outside the manufacturer's instructions, unsuitable substrates or site conditions, normal wear, or exposure the product was not specified for.

6. Natural variation is not a defect

Shade, veining, grain and surface variation between batches of ceramic, stone, timber and laminate is inherent to the material. Where consistency matters, order the full quantity in one batch and approve a control sample before laying. Reasonable variation from a sample, photograph or catalogue image is not treated as a defect.

7. How a claim is handled

• You report it by WhatsApp or e-mail, with the reference and photographs.
• We acknowledge it normally within one working day.
• We inspect on site or by returned sample, and refer it to the manufacturer where the claim is a warranty matter.
• We resolve it replacement, repair, credit note or refund, confirmed to you in writing.

8. Limits

Our liability on any claim under this policy is limited to the invoiced value of the goods concerned. We are not liable for the cost of removing or re-installing goods, for delay to a programme, or for other indirect or consequential loss, except where UAE law does not permit such a limitation. This policy should be read with our Terms & Conditions and Delivery & Shipping Policy.