Refund policy
Return & Refund Policy
We want you to be confident in your Sprocket purchase. If you need to return an item, please contact us first so we can confirm eligibility and provide return instructions.
Change-of-mind returns
Unused products may be returned within 30 days of delivery for a refund, provided they are:
- unused and in resalable condition
- returned in their original packaging
- complete with all supplied parts, fixings and accessories
Please contact us before returning any product. Returns sent without prior approval may be delayed or refused.
Customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges, where applicable, are non-refundable.
A 15% restocking fee may apply where returned goods require inspection, repacking or reconditioning before resale.
Faulty, damaged or incorrect items
If your order arrives damaged, incorrect or you believe a product has a manufacturing fault, please contact us as soon as possible with your order number and details of the issue.
We may ask for photographs or other information to help assess the problem.
Where a product is confirmed to be faulty, damaged in transit or supplied incorrectly, Sprocket will arrange an appropriate remedy, which may include replacement parts, repair, replacement or refund. Reasonable return shipping costs for an approved faulty or incorrect item will be covered by Sprocket.
Return shipping
Approved returns must be sent using a trackable shipping service. Sprocket cannot accept responsibility for returned goods that are lost in transit before reaching the nominated return location.
The appropriate return address will be provided when your return is approved. Please do not send returns to an address shown elsewhere on the website without first contacting us.
Refund processing
Once an approved return has been received and inspected, we’ll confirm the outcome of the return.
Approved refunds are normally processed within 10 business days of receipt. Additional time may be required for your bank or payment provider to post the refund to your account.
Questions about a return
Please contact Sprocket with your order number before returning an item so we can provide the correct instructions.