Returns Policy

If you wish to cancel an order:
(a) you can notify us by email to [email protected] before we have dispatched the goods to you; or
(b) where goods have already been dispatched to you, by returning goods to us by following our returns policy below.

 

Returns policy

Our products (natural sea sponges) are of the best quality and guaranteed against manufacturing faults, but not misuse. We cannot accept returns of used items and we follow current regulations where personal health products (like sponges) cannot be returned once opened. So please examine the items we send you carefully before you unseal them and start trying them, just as you would examine goods in a shop while you are deciding whether to buy them or not. After having examined the item and read the label if you decide it is not for you then you will be able to return the items if they are unopened and unused.  If you have any specific queries relating to the products before you make your purchase, please send us a message, we are more than happy to answer any queries you may have.

You will be held responsible for any damage or loss whilst items are being returned to us. We strongly recommend that you send them by an established courier company.
On receipt of your returned goods, we will authorize a refund or replacement. We aim to refund your card within 48 hours, but please allow a maximum of 14 days for refunds to be processed and credited to your account. If you used a credit card to make your purchase we will credit the same card number. Likewise, if you have used Paypal checkout, we can only refund back into the Paypal account.

 

Returning items

Because of the intimate nature of our products, no cancellation, refund or return will take place once you have used your product unless the product is defective and you are returning it for this reason. No right of cancellation exists for personalized goods or goods that are intimate in their nature or goods where there may be hygiene issues, unless defective. We will not issue refunds for any items lost or stolen in transit to us.

Please contact us before returning the item giving your name, telephone number, the order details, and details of the defect.

Once we’ve agreed on the refund or replacement, we will let you know how to return the item to us and, on receipt, we will arrange to replace or fully refund your order whichever you prefer. This covers any item acknowledged by us to be faulty, providing such faults have not been caused by misuse, accident, negligent handling, or improper care of the goods – your product will need to be inspected before reimbursement.

Repackage the product in its original packaging, including any accessories that came with the product. Unfortunately, we will be unable to issue a refund where the product is in an incomplete state. If the product’s original packaging has been damaged or destroyed, we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
You are responsible for paying any postage or shipping costs incurred when returning the product. Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return. Subject to the above, we will refund the purchase price of a returned product within 14 days of receiving the returned product.

We will also refund the cost of standard or recorded postage incurred in returning a product, if incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any courier, overnight, or express element of any delivery or postage charge, including DHL.

 

Damaged items

Due to the nature of the product (sponge) our goods cannot be easily damaged, although their container might (the carton box for example might have been pressed during transit). However, containers with flaws cannot be a cause for refund or replacement since it has nothing to do with the condition of the product. Inspect any package thoroughly before accepting/signing for it. In the unlikely event that the product (the sponge itself) of your order is damaged in transit, keep the original packaging and contact us immediately with your order details and details of the problem. It is your responsibility to notify us of any damaged goods within 3 days of delivery. We will confirm how to return the item to us and, on receipt, arrange to replace or fully refund your order whichever you prefer. Your product will need to be inspected before reimbursement.

 

Unwanted items

If you are not entirely delighted with the goods you have chosen, provided your purchase remains unused, in perfect condition, and with all the original packaging we will be happy to accept the product back for refund or exchange up to 14 days after receipt without question. This refund does not extend to the cost of returning the goods to us and your product will need to be inspected before reimbursement. Goods returned damaged or not in their original packaging cannot be accepted.

The return address is JOEBE UK Limited 57 Sunrise Avenue Chelmsford Essex CM14JN. Please get in touch by email to [email protected] with us before you return an item and we can guide you through the process and make it straightforward and fast for you.