Refund policy

Return Policy

At Sync Spark, we want you to feel complete confidence in the throughput speeds, display fidelity, and build quality of our workstation connectivity hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to high-frequency semiconductor integrity, electrical terminal contact friction, and firmware configuration sensitivities, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The docking station, KVM switch, active cable, or laptop stand must be completely unopened, unused, unpowered, and in its original, factory-sealed condition.
  • Electronic Terminal & Packaging Integrity Notice: Docks and high-speed hubs contain precision data ports. We strictly cannot accept units that have had protective peel-off acrylic films removed, have been powered through wall mains, or display port contact scratch wear, bent connector shielding, chassis scuffs, or thermal paste/fingerprint marks.
  • High-speed 40Gbps active cables must remain in factory coiling with original silicone or velcro cable ties untouched and uncoiled.
  • Anodized aluminum laptop stands must show zero desk friction marks, silicone padding tears, or screw thread driver marks.
  • All original packaging, molded internal pulp/foam trays, dedicated high-wattage external power bricks (including Australian AC cords), host upstream cables, and technical user manuals must remain 100% complete and undamaged within the return parcel.
  • Items showing signs of desktop integration, cable unraveling, software driver registration, or damaged retail gift boxes will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because high-bandwidth docking hardware contains sensitive microelectronics, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Sync Spark cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@syncspark.shop within 30 days of delivery. Please include your order number, hardware model name, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized cushioned electronic repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a dock port configuration, cable length, or delivery address), contact us immediately at support@syncspark.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our electronic hardware engineering team will inspect each device under diagnostic benches to verify compliance with our return conditions (unbroken security seals, pristine unpowered condition, complete power brick and cable counts, and undamaged original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@syncspark.shop for further assistance.