Refund Policy

Last updated: April 2026

At Sparkle, we do everything we can to ensure your beers arrive in perfect condition. If that's not the case, we're committed to finding a quick and hassle-free solution.

1. Punctured cans

If you receive one or more punctured cans (beer leaking from the can), we will refund the affected products to your original payment method.

The following are excluded from refunds: cans that are simply dented or scratched without any leak, minor cosmetic damage caused by transit, and any damage reported after the 48-hour deadline.

To claim a refund:

Report the issue within 48 hours of receiving your parcel
Send clear photos of the punctured cans to [email protected] with your order number

After verification, the refund applies only to the punctured cans, at the unit price of each affected product. Shipping costs are not refunded unless the entire order is affected.

Refunds are processed within 3 to 5 business days to the same payment method (see section 8 for bank processing times).

⚠️ After the 48-hour window, we will unfortunately no longer be able to process your request.

2. Incorrect order

Received a product different from what you ordered? Contact us within 48 hours of receipt at [email protected], with a photo of the item received and your order number. We will refund the affected product within 3 to 5 business days to the same payment method (see section 8 for bank processing times).

This includes accessories received in the wrong size or colour.

3. Lost parcel

A parcel may be officially declared lost by the carrier after a period of generally 15 to 21 business days without effective delivery. If your parcel is officially declared lost, you may choose between:

A full refund of your order to the same payment method
A reshipment of your order, subject to product availability, within a timeframe equivalent to a standard order

To report a lost parcel, contact us at [email protected] or via our contact form, including your order number and tracking number. We will open an investigation with the carrier before proceeding with the refund or reshipment. Processing takes place within 3 to 5 business days after the investigation is closed (see section 8 for bank processing times).

⚠️ A parcel marked as "delivered" by the carrier cannot be considered lost. If you have not received your order despite a "delivered" status, please contact us — we will review the situation on a case-by-case basis.

4. Delivery address responsibility

It is your responsibility to ensure that the delivery address entered at checkout is correct and that you are able to receive your parcel at that address.

In particular, if your address does not have a suitable letterbox or accessible collection point, it is your responsibility to inform the carrier or choose an appropriate delivery address. No refund will be issued for a parcel that could not be delivered due to an inaccessible address, provided the address was correctly entered at the time of the order.

If the parcel is returned to Sparkle by the carrier due to a delivery failure attributable to the address provided, we will refund the products only, at their unit price. Initial shipping costs will not be refunded. As beers are perishable goods, a parcel returned to Sparkle cannot be reshipped.

If you have any doubts about your address or delivery conditions, please contact us before placing your order: [email protected] or via our contact form.

5. Non-refundable products

Outside of the cases described above, the following products cannot be returned or refunded:

Craft beers — perishable goods excluded from the right of withdrawal under European Directive 2011/83/EU
Dented or scratched cans without a confirmed leak — minor cosmetic damage is inherent to transit and does not constitute a conformity defect
Mixed gift sets (beers + accessories) — considered inseparable products as they contain perishable goods
Worn or used accessories — any merchandise item (t-shirt, glass, etc.) that has been worn, washed or used cannot be returned

6. Sparkle Club — Refunds

Situation	Refund	Timeframe
Cancellation before dispatch of first box	Full refund of the charged month	3 to 5 business days
Punctured cans in the box	Refund of punctured products, on presentation of photos	3 to 5 business days (report within 48h)
Incorrect product in the box	Refund of incorrect product, on presentation of photos	3 to 5 business days (report within 48h)
Box officially declared lost by the carrier	Full refund or reshipment, at the customer's choice	3 to 5 business days after carrier investigation
Cancellation after dispatch	No refund for the current month — cancellation effective from the following month	—
Dented cans without leak	Non-refundable	—

7. Accessories and merchandise

For non-food products (glasses, t-shirts) purchased outside of a gift set, you have 14 days from the date of receipt to exercise your right of withdrawal, in accordance with European Directive 2011/83/EU, without giving any reason.

Items must be returned in their original condition, unworn, unwashed and unused, in their original packaging where possible
Return shipping costs are at your expense
Refunds are processed within 3 to 5 business days of receiving and verifying the returned parcel, to the same payment method (see section 8 for bank processing times)

To initiate a return: [email protected] or via our contact form, including your order number.

8. Refund terms

All refunds are issued to the original payment method used at checkout. No store credit or discount voucher will be offered as a substitute without your explicit agreement.

Our processing time is 3 to 5 business days. This is independent of your bank's processing time, which is beyond our control — please allow an additional 1 to 3 business days depending on your bank, for a typical total of 5 to 8 business days before the refund appears on your statement.

9. Contact and dispute resolution

For any refund request or complaint: [email protected] or via our contact form.

If a dispute cannot be resolved amicably, you may refer the matter free of charge to the CM2C consumer mediator: www.cm2c.net

You may also use the European Online Dispute Resolution platform: ec.europa.eu/consumers/odr