Return & Refund Policy

Last updated: October 15, 2025

Thank you for shopping at shop Sprime. We want you to be confident when purchasing electronics and digital services from us. This Return & Refund Policy explains your rights and our procedures for returns, exchanges, cancellations, and refunds for physical products and Remote Gaming PC rentals.

Payments: We accept credit/debit cards via Stripe only. Cash on Delivery (COD) is not available.

1) Return Eligibility (Physical Products)

  • Return window: 14 calendar days from the delivery date (shown on the carrier’s tracking).
  • Condition: Items must be in like‑new condition, unused, with all original packaging, protective films, accessories, manuals, and serial labels intact.
  • Proof required: Order number, photos of the product and packaging, and the serial/IMEI where applicable.
  • Non‑returnable items: Downloadable/software licenses, activated digital codes, opened consumables (e.g., thermal paste), severely used or damaged items, and items missing serial labels.
  • Hygiene & safety: Earbuds, microphones, and similar items must remain factory‑sealed to be eligible.

2) Defects, DOA & Warranty

  • DOA (Dead on Arrival): If your product does not power on or is functionally defective out of the box, contact us within 7 days. We may offer a replacement or refund after verification.
  • Manufacturer warranty: Many electronics include a brand warranty. Where applicable, we may direct you to the brand’s authorized service center for quicker service.
  • Diagnostics: We may request troubleshooting steps, photos, or short videos to verify the issue before authorizing a return.

3) How to Start a Return

  1. Contact us: Email support@shop-sprime.com with your order number, description of the issue, and photos/video evidence.
  2. RMA approval: If eligible, we will issue a Return Merchandise Authorization (RMA) with instructions and the return address.
  3. Packaging: Pack the item securely in its original packaging with all accessories. Returns damaged in transit due to improper packing may be refused.
  4. Shipping: Unless the return is due to our error or a verified DOA/defect, you are responsible for return shipping costs. We recommend a tracked and insured service.

4) Refunds

  • Inspection: Upon receipt, we inspect the returned item within 2–4 business days.
  • Method: Approved refunds are issued to the original payment method via Stripe. Depending on your bank, funds usually appear within 5–10 business days after we process the refund.
  • Deductions: Original outbound shipping is non‑refundable (unless we made an error). If items are missing or used, we may apply a reasonable restocking fee or refuse the return.

5) Exchanges

When stock allows, we can exchange the same model/variant after an approved return. If not available, you may choose a refund or a different item (price difference applies).

6) Incorrect or Missing Items

  • Incorrect item received: Contact us within 48 hours with photos (outer label, inner packaging, received item). We will arrange a replacement or refund.
  • Missing accessories: Report within 48 hours; we will ship missing parts or provide a solution.

7) International Returns (Worldwide Orders)

  • Duties & taxes: Import duties and taxes are not refundable by us. You may consult your customs authority regarding reclaim options.
  • Return shipping: International return costs are the customer’s responsibility unless the return is due to our error or verified DOA/defect.
  • Customs paperwork: Clearly mark your parcel as “Returned Goods” to avoid additional import fees. Keep all tracking receipts.

8) Restocking & Condition Adjustments

  • Returns missing accessories, showing signs of use, or damaged packaging may incur a 10–20% restocking fee. Excessive wear or missing serial labels may result in refusal.
  • For opened software, activated licenses, or digital keys, no refunds can be issued once delivered/activated.

9) Chargebacks & Fraud Prevention

We work with Stripe’s advanced fraud screening. If you experience an issue, please contact our support first; we will resolve legitimate problems promptly. Filing an unwarranted chargeback may delay resolution.

10) Remote Gaming PC Rentals (Digital Service)

  • Delivery: Access credentials and setup instructions are delivered by email from support@shop-sprime.com to the address used at checkout.
  • Start time: Your session start/end times are communicated in the email. Access may require a one‑time verification (OTP/email/phone).
  • Cancellation before access starts: Full refund.
  • After access begins: Rentals are generally non‑refundable. If you face confirmed service downtime exceeding 30 consecutive minutes within your rental window and our logs verify it, we can provide a pro‑rated credit or extension.
  • Fair use & security: Account sharing, abuse, or prohibited activity may result in immediate suspension without refund (see Terms & Conditions).

11) Contact

Need help with a return or refund? We’re here to help.

  • Orders & Store / Remote Gaming Rentals / Billing & Invoices: support@shop-sprime.com

    Business Name: B.M.O.K

    Phone/WhatsApp: +44 7367 06 1945
    Hours: Mon–Sat, 09:00–18:00 (Store Online time)
    Address: 30 N Gould St, Ste R, Sheridan, WY 82801, USA

Thank you for choosing shop Sprime.