Contact us within 30 days after delivery to request an eligible return.
Return and refund policy
Policy Overview
A Personal-Care Product Requires Personal-Care Standards.
African net sponges are intimate body-care products. For hygiene and customer safety, opened, washed or used products cannot normally be returned for a change of mind. This does not affect your rights when an item arrives damaged, defective or different from what you ordered.
Eligible Returns
You may request a return within 30 days after the order is delivered.
To qualify, the product must be:
- Unused and unwashed
- Free from soap, water, fragrance and body-care residue
- In its original condition and packaging
- Accompanied by valid proof of purchase
- Approved by our support team before being returned
Opened or Used Products
Because the African Net Sponge is used directly against the body, we cannot normally accept voluntary returns after it has been opened, washed, used or exposed to water or cleanser.
This hygiene restriction does not apply when the product is confirmed to be faulty, damaged, incorrectly supplied or where applicable law requires another remedy.
Non-Returnable Items
We cannot accept voluntary returns for:
- Used, washed or wet African net sponges
- Products containing cleanser or cosmetic residue
- Products damaged through misuse or improper care
- Items returned without prior approval
- Gift cards, where offered
- Products clearly identified as final sale, unless faulty or required by law
Damaged, Defective or Incorrect Items
Inspect your order shortly after delivery. Contact us promptly if the item is damaged, defective, incomplete or different from the colour or product ordered.
Please include:
- Your order number
- The email address used at checkout
- A clear description of the problem
- Photos of the product
- Photos of the packaging and shipping label where relevant
The Return Process
Contact Us Before Sending Anything Back.
Returns sent without instructions may be delayed or may not be identifiable.
Email Our Team
Send your order number, reason for return and relevant photographs.
Wait for Approval
We will review the request and provide the correct return address where approved.
Package Securely
Return the approved product in suitable packaging using a trackable service.
Inspection & Outcome
We will inspect the returned item and confirm the refund or other available resolution.
Refunds
After Inspection
Once an approved return is received, we will inspect it and notify you of the outcome.
Approved refunds are issued to the original payment method. Your payment provider may require additional time before the refund appears in your account.
Return Shipping
Who Covers the Cost?
For an approved change-of-mind return, the customer is normally responsible for return-shipping costs.
When we confirm that an item was damaged, defective or incorrectly supplied, we will provide an appropriate resolution and return instructions.
Exchanges
Colour Changes
We do not guarantee direct exchanges for opened personal-care products.
For an unopened eligible item, contact us before returning it. The fastest option may be to return the approved item and place a separate order for the preferred colour.
Original Shipping
Delivery Charges
Original shipping charges are normally non-refundable for voluntary returns, except where required by law or where the refund results from our confirmed error.
Cancellations & Address Changes
Contact Us Before Fulfilment.
Contact us as quickly as possible if you need to cancel an order or correct the delivery address. We will try to help, but changes cannot be guaranteed after fulfilment or shipping has begun.
Once an order has shipped, it cannot normally be cancelled and may need to follow the applicable return process after delivery.
Delivery Issues
Delayed, Missing or Marked Delivered
If tracking shows an unusual delay, delivery failure or delivery you cannot locate, contact the carrier and our support team promptly.
We will review the available tracking details and assist with the carrier-investigation process. Resolutions depend on the circumstances, carrier findings and applicable consumer law.
Your Statutory Rights
Mandatory Consumer Protections Still Apply.
Nothing in this policy is intended to exclude, restrict or replace consumer rights that cannot legally be waived in your country or region.
Customers in certain jurisdictions may have statutory cancellation, return, repair, replacement or refund rights in addition to this voluntary policy. Hygiene-related return limitations apply only where permitted by law.